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SOUTH AFRICAN QUALIFICATIONS AUTHORITY

REGISTERED UNIT STANDARD THAT HAS PASSED THE END DATE:

Prepare Customer Accounts and Deal with Departures

SAQA US ID	UNIT STANDARD TITLE
7718	Prepare Customer Accounts and Deal with Departures
ORIGINATOR
SGB Hospitality,Tourism,Travel, Leisure and Gaming
PRIMARY OR DELEGATED QUALITY ASSURANCE FUNCTIONARY
-
FIELD			SUBFIELD
Field 11 - Services			Hospitality, Tourism, Travel, Gaming and Leisure
ABET BAND	UNIT STANDARD TYPE	PRE-2009 NQF LEVEL	NQF LEVEL	CREDITS
Undefined	Regular	Level 3	NQF Level 03	3
REGISTRATION STATUS		REGISTRATION START DATE	REGISTRATION END DATE	SAQA DECISION NUMBER
Passed the End Date - Status was "Reregistered"		2018-07-01	2023-06-30	SAQA 06120/18
LAST DATE FOR ENROLMENT		LAST DATE FOR ACHIEVEMENT
2024-06-30		2027-06-30

In all of the tables in this document, both the pre-2009 NQF Level and the NQF Level is shown. In the text (purpose statements, qualification rules, etc), any references to NQF Levels are to the pre-2009 levels unless specifically stated otherwise.

This unit standard does not replace any other unit standard and is not replaced by any other unit standard.

PURPOSE OF THE UNIT STANDARD

The learner must be able to prepare customer accounts and deal with departures in accordance with organisational requirements to ensure a smooth check out process and maximise customer satisfaction.

LEARNING ASSUMED TO BE IN PLACE AND RECOGNITION OF PRIOR LEARNING

None

UNIT STANDARD OUTCOME HEADER

Demonstrated knowledge and understanding

Specific Outcomes and Assessment Criteria:

SPECIFIC OUTCOME 1

Demonstrate knowledge and understanding in the preparation of customer accounts and dealing with departures.

ASSESSMENT CRITERIA

ASSESSMENT CRITERION 1

The interrelationship between regularly updating guest accounts and the organisations' profitability are described.

ASSESSMENT CRITERION 2

The reasons for giving accurate information to guests and the influence non-compliance will have on the organisation are listed and explained.

ASSESSMENT CRITERION 3

The importance of keeping guest accounts in a secure place and the consequences of accounts being accessed by unauthorised persons are described.

ASSESSMENT CRITERION 4

The relevance of credit checks on guest accounts are explained in accordance with organisational procedures.

ASSESSMENT CRITERION 5

The necessity of complaints, comments and suggestions being recorded and feedback given to the appropriate person are listed as per organisational requirements.

ASSESSMENT CRITERION 6

The importance of preparing and finalising account documentation before departure of guests are explained with examples.

SPECIFIC OUTCOME 2

Demonstrate the preparation of customer accounts and dealing with departures.

ASSESSMENT CRITERIA

ASSESSMENT CRITERION 1

The entering of charges and making of account adjustments on guests accounts using a manual or computerised system, is demonstrated for a range of account adjustments so as to meet organisational requirements.

ASSESSMENT CRITERION RANGE

Account adjustments: include but not limited to: charges, allowances or discounts, refunds, deposits or prepayments and transfers.

ASSESSMENT CRITERION 2

Dealing with accounts that have exceeded the credit limit is demonstrated in accordance with organisational requirements.

ASSESSMENT CRITERION 3

The filing and storing of account documentation is demonstrated so as to meet organisational requirements.

ASSESSMENT CRITERION 4

The checking of customer credit so as to ensure that customers are within their credit limit is demonstrated through compliance with organisational processes and procedures.

ASSESSMENT CRITERION 5

The completing of customer accounts for presentation to customers before departure is demonstrated in accordance with organisational requirements.

ASSESSMENT CRITERION 6

The checking of customers' payment is demonstrated according to operational requirements.

ASSESSMENT CRITERION 7

The collecting of keys and other establishment property from customers before departure is demonstrated according to organisational requirements.

ASSESSMENT CRITERION 8

The taking of relevant action so as to address real or simulated problems is demonstrated in accordance with organisational requirements.

ASSESSMENT CRITERION RANGE

Problems include but not limited to: equipment/system failure, error in accounts, accounts not pre-prepared, guest dispute regarding accounts.

ASSESSMENT CRITERION 9

The prioritising and organising of work is demonstrated so as to meet timekeeping, self organising and organisational requirements.

SPECIFIC OUTCOME 3

In the event of a system failure describe how performance would be adapted when dealing with guests.

ASSESSMENT CRITERIA

ASSESSMENT CRITERION 1

Approaches to deal with guests are explained in relation to system failure and the maintaining of customer service requirements.

SPECIFIC OUTCOME 4

Given a range of account adjustments, enter charges and make account adjustments on guests accounts.

OUTCOME NOTES

Given a range of account adjustments, enter charges and make account adjustments on guests accounts regularly and accurately using a manual or computerised system.

ASSESSMENT CRITERIA

ASSESSMENT CRITERION 1

Account adjustments to guest accounts are made by means of the use of a manual or computerised system.

SPECIFIC OUTCOME 5

Deal with accounts that have exceeded the credit limit, following correct procedures.

ASSESSMENT CRITERIA

ASSESSMENT CRITERION 1

Standard operational procedures are used in order to address and rectify credit limitation thresholds on relevant guest accounts.

SPECIFIC OUTCOME 6

File and store account documents correctly.

ASSESSMENT CRITERIA

ASSESSMENT CRITERION 1

Account documents are filed and stored in line with organisational standards and requirements.

SPECIFIC OUTCOME 7

Check customer credit and ensure that customers are within their credit limit.

ASSESSMENT CRITERIA

ASSESSMENT CRITERION 1

Customer credit limits are checked in relation to guest accounts so as to ensure that credit limits are not exceeded.

SPECIFIC OUTCOME 8

Complete customer accounts accurately for presentation to customers before departure.

ASSESSMENT CRITERIA

ASSESSMENT CRITERION 1

Customer accounts prepared for guest departure are checked for accuracy and is presented to customers for settling or authorisation prior to their departure.

SPECIFIC OUTCOME 9

Check customers' payment is correct.

ASSESSMENT CRITERIA

ASSESSMENT CRITERION 1

Payments against accounts are verified so as to ensure that it is correct and bills are settled in line with standard operational procedures.

SPECIFIC OUTCOME 10

Collect keys and other establishment property from customers before departure.

ASSESSMENT CRITERIA

ASSESSMENT CRITERION 1

Establishment property and keys are collected from customers prior to departure in line with organisational requirements.

SPECIFIC OUTCOME 11

Given a range of problems, decide what action to take to solve the problem.

OUTCOME NOTES

Given a range of problems, decide what action to take to solve the problem and give reasons for that choice.

OUTCOME RANGE

Range of problems: equipment/system failure, error in accounts, accounts not pre-prepared, guest dispute regarding accounts.

ASSESSMENT CRITERIA

ASSESSMENT CRITERION 1

A range of potential account related problems are identified and possible solutions are described by means of the use of examples.

SPECIFIC OUTCOME 12

Prioritise and organise all work in accordance with customer needs.

ASSESSMENT CRITERIA

ASSESSMENT CRITERION 1

Own work are prioritised and organised in accordance with customer needs by means of the use of prioritisation and time-management skills.

SPECIFIC OUTCOME 13

Describe the interrelationship between updating guest accounts and the impact this has on profit.

OUTCOME NOTES

Describe the interrelationship between regularly updating guest accounts and the impact this has on the company's profit.

ASSESSMENT CRITERIA

ASSESSMENT CRITERION 1

The interrelationship between profit and the updating of guest accounts are described by means of the use of relevant examples.

SPECIFIC OUTCOME 14

Explain the importance of giving accurate information to guests.

OUTCOME NOTES

Explain the importance of giving accurate information to guests and describe ways in which inaccurate information impacts on the department.

ASSESSMENT CRITERIA

ASSESSMENT CRITERION 1

The importance of providing accurate account and billing information to guests are explained in terms of customer service, professionalism and the impact of inaccurate accounts on guest relations and business.

SPECIFIC OUTCOME 15

Explain the importance of keeping guest accounts in a secure place.

OUTCOME NOTES

Explain the importance of keeping guest accounts in a secure place and the consequences of accounts falling into the wrong hands.

ASSESSMENT CRITERIA

ASSESSMENT CRITERION 1

The importance of keeping guest accounts safely and securely is explained in terms of administrative requirements, confidentiality and the impact of account information getting lost.

SPECIFIC OUTCOME 16

Explain the importance of making credit checks on guest accounts.

ASSESSMENT CRITERIA

ASSESSMENT CRITERION 1

The importance and purpose of guest account credit checks are explained by means of the use of relevant examples.

SPECIFIC OUTCOME 17

Explain why complaints, comments and suggestions must be recorded and feedback given.

OUTCOME NOTES

Explain why complaints, comments and suggestions must be recorded and feedback given to the appropriate person.

ASSESSMENT CRITERIA

ASSESSMENT CRITERION 1

The use of complaints, comments and suggestions from guests are explained with reference to customer care and service delivery in the establishment.

SPECIFIC OUTCOME 18

Explain the importance of preparing and finalising account documentation before departure.

OUTCOME NOTES

Explain the importance of preparing and finalising account documentation before departure of guests.

ASSESSMENT CRITERIA

ASSESSMENT CRITERION 1

The importance of preparing and finalising account documentation prior to guest departures are explained in relation to risk and the impact on the financial bottom line of the establishment.

UNIT STANDARD ACCREDITATION AND MODERATION OPTIONS

ACCREDITATION / MODERATION

1. Anyone assessing a learner against this unit standard must be registered as an assessor with the relevant ETQA.

2. Any institution offering learning that will enable achievement of this unit standard must be registered with the FE/HE Registrar.

3. Any institution wishing to receive skill development grants must be accredited with the relevant ETQA. Such an institution will also be registered with the relevant SETA.

4. Moderation of assessment will be done by the relevant ETQA at its discretion.

UNIT STANDARD ESSENTIAL EMBEDDED KNOWLEDGE

Embedded knowledge and Critical cross-field outcomes have been included within the specific outcomes category.
This has been done as it was deemed necessary to ensure holistic assessment occurred.

The specific outcomes can be applied in a range of contexts.

Many of the outcomes have been written in such a way that competence must be demonstrated in the context as opposed to in isolation from a context.

The specific outcomes are comparable to outcomes used internationally.

We therefore structured outcomes using the format noun + verb + condition (modifying phrase)Specific outcomes have been split into three categoriesa) knowledge and understanding (what the learner must know and understand)b) decision-making and acting (what the learner must do)c) adapting performance ( including reflexive competence)In many instances there are more than six specific outcomes, as the inclusion of critical cross-field outcomes and embedded knowledge has increased the number of specific outcomes.

If competencies are to be clustered in a meaningful way, then these unit standards cannot be split

REREGISTRATION HISTORY

As per the SAQA Board decision/s at that time, this unit standard was Reregistered in 2012; 2015.

UNIT STANDARD NOTES

1. Essential embedded knowledge is dealt with under the outcomes section.

2. The following critical cross field outcomes are covered in this unit standard under the outcomes section:

Work effectively as a member of a team

Identify and solve problems

Communicate effectively

QUALIFICATIONS UTILISING THIS UNIT STANDARD:

	ID	QUALIFICATION TITLE	PRE-2009 NQF LEVEL	NQF LEVEL	STATUS	END DATE	PRIMARY OR DELEGATED QA FUNCTIONARY
Core	14123	National Diploma: Accommodation Services	Level 5	NQF Level 05	Passed the End Date - Status was "Reregistered"	2023-06-30	CATHSSETA
Elective	20513	National Certificate: Tourism: Reception	Level 4	NQF Level 04	Passed the End Date - Status was "Registered"	2004-10-10	CATHSSETA

PROVIDERS CURRENTLY ACCREDITED TO OFFER THIS UNIT STANDARD:

This information shows the current accreditations (i.e. those not past their accreditation end dates), and is the most complete record available to SAQA as of today. Some Primary or Delegated Quality Assurance Functionaries have a lag in their recording systems for provider accreditation, in turn leading to a lag in notifying SAQA of all the providers that they have accredited to offer qualifications and unit standards, as well as any extensions to accreditation end dates. The relevant Primary or Delegated Quality Assurance Functionary should be notified if a record appears to be missing from here.

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