SAQA

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SOUTH AFRICAN QUALIFICATIONS AUTHORITY

REGISTERED UNIT STANDARD THAT HAS PASSED THE END DATE:

Maintain the Front Office Service

SAQA US ID	UNIT STANDARD TITLE
7729	Maintain the Front Office Service
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 6	Level TBA: Pre-2009 was L6	3
REGISTRATION STATUS		REGISTRATION START DATE	REGISTRATION END DATE	SAQA DECISION NUMBER
Passed the End Date - Status was "Reregistered"		2009-11-03	2011-07-31	SAQA 0160/05
LAST DATE FOR ENROLMENT		LAST DATE FOR ACHIEVEMENT
2012-07-31		2015-07-31

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 will be able to run a front desk operation and be able to handle over bookings and use sales techniques to maximise profit for the organisation.

LEARNING ASSUMED TO BE IN PLACE AND RECOGNITION OF PRIOR LEARNING

Provide customer information and book external services (FH05)

UNIT STANDARD OUTCOME HEADER

Demonstrated knowledge and understanding

Specific Outcomes and Assessment Criteria:

SPECIFIC OUTCOME 1

The importance of monitoring a front office service on an ongoing basis is described.

ASSESSMENT CRITERIA

ASSESSMENT CRITERION 1

1. Arrange or create an environment in which the learner can be fairly assessed against the
outcomes.

This unit should be assessed in a realistic working environment.
2. Evaluate the learner's ability to meet the outcomes consistently.

This unit standard can be assessed by using a combination of observation, testimony,
product sample and questioning.
3. Provide specific feedback to the learner on assessments and the learner's ability to meet the
outcomes.
4. Complete the declaration of competence and inform the appropriate ETQA once the learner has
demonstrated the ability to meet all the outcomes.
5. Counsel the learner on future assessments, necessary learning and further qualifications.

SPECIFIC OUTCOME 2

The reasons for dealing with staff who fail to meet standards are explained

OUTCOME NOTES

The reasons for dealing with staff who fail to meet standards according to company procedures
are explained

ASSESSMENT CRITERIA

ASSESSMENT CRITERION 1

1. Arrange or create an environment in which the learner can be fairly assessed against the
outcomes.

This unit should be assessed in a realistic working environment.
2. Evaluate the learner's ability to meet the outcomes consistently.

SPECIFIC OUTCOME 3

The importance of ensuring that all staff have customer care skills is explained

OUTCOME NOTES

The importance of ensuring that all staff have customer care skills is explained in terms of the
interrelationship to customer satisfaction and cost.

ASSESSMENT CRITERIA

ASSESSMENT CRITERION 1

1. Arrange or create an environment in which the learner can be fairly assessed against the
outcomes.

This unit should be assessed in a realistic working environment.
2. Evaluate the learner's ability to meet the outcomes consistently.

SPECIFIC OUTCOME 4

The interrelationship between time and cost is explained

OUTCOME NOTES

The interrelationship between time and cost is explained in the manner in which overbooking
should be handled.

ASSESSMENT CRITERIA

ASSESSMENT CRITERION 1

1. Arrange or create an environment in which the learner can be fairly assessed against the
outcomes.

This unit should be assessed in a realistic working environment.
2. Evaluate the learner's ability to meet the outcomes consistently.

SPECIFIC OUTCOME 5

The importance of using sales techniques when dealing with bookings is described

OUTCOME NOTES

The importance of using sales techniques when dealing with bookings is described in terms of
professionalism and cost.

ASSESSMENT CRITERIA

ASSESSMENT CRITERION 1

1. Arrange or create an environment in which the learner can be fairly assessed against the
outcomes.

This unit should be assessed in a realistic working environment.
2. Evaluate the learner's ability to meet the outcomes consistently.

SPECIFIC OUTCOME 6

Procedures to maintain the quality of the front office service are implemented

OUTCOME NOTES

Procedures to maintain the quality of the front office service are implemented and the standards are monitored

ASSESSMENT CRITERIA

ASSESSMENT CRITERION 1

1. Arrange or create an environment in which the learner can be fairly assessed against the
outcomes.

This unit should be assessed in a realistic working environment.
2. Evaluate the learner's ability to meet the outcomes consistently.

SPECIFIC OUTCOME 7

Reasons why the customer should be put first are explained.

ASSESSMENT CRITERIA

ASSESSMENT CRITERION 1

1. Arrange or create an environment in which the learner can be fairly assessed against the
outcomes.

This unit should be assessed in a realistic working environment.
2. Evaluate the learner's ability to meet the outcomes consistently.

SPECIFIC OUTCOME 8

The reasons for communicating forecasted sales and objectives are described.

ASSESSMENT CRITERIA

ASSESSMENT CRITERION 1

1. Arrange or create an environment in which the learner can be fairly assessed against the
outcomes.

This unit should be assessed in a realistic working environment.
2. Evaluate the learner's ability to meet the outcomes consistently.

SPECIFIC OUTCOME 9

The importance of relevant and accurate reports is described.

ASSESSMENT CRITERIA

ASSESSMENT CRITERION 1

1. Arrange or create an environment in which the learner can be fairly assessed against the
outcomes.

This unit should be assessed in a realistic working environment.
2. Evaluate the learner's ability to meet the outcomes consistently.

SPECIFIC OUTCOME 10

Staff are informed of general operational procedures

OUTCOME NOTES

Staff are informed of general operational procedures and the importance of all staff adhering to
the standard is explained.

ASSESSMENT CRITERIA

ASSESSMENT CRITERION 1

1. Arrange or create an environment in which the learner can be fairly assessed against the
outcomes.

This unit should be assessed in a realistic working environment.
2. Evaluate the learner's ability to meet the outcomes consistently.

SPECIFIC OUTCOME 11

The procedures for monitoring the condition of the front office area

OUTCOME NOTES

The procedures for monitoring the condition of the front office area to ensure that it enhances
the image of the organisation are demonstrated.

ASSESSMENT CRITERIA

ASSESSMENT CRITERION 1

1. Arrange or create an environment in which the learner can be fairly assessed against the
outcomes.

This unit should be assessed in a realistic working environment.
2. Evaluate the learner's ability to meet the outcomes consistently.

SPECIFIC OUTCOME 12

The importance of a professional image and clear communication is explained

OUTCOME NOTES

The importance of a professional image and clear communication with guests by the front
office staff is explained.

ASSESSMENT CRITERIA

ASSESSMENT CRITERION 1

1. Arrange or create an environment in which the learner can be fairly assessed against the
outcomes.

This unit should be assessed in a realistic working environment.
2. Evaluate the learner's ability to meet the outcomes consistently.

SPECIFIC OUTCOME 13

Given a range of problems, a decision is made and reasons are given

OUTCOME NOTES

Given a range of problems, a decision is made and reasons are given based on individual
circumstances.

OUTCOME RANGE

Range of problems: equipment problems, staffing problems

ASSESSMENT CRITERIA

ASSESSMENT CRITERION 1

1. Arrange or create an environment in which the learner can be fairly assessed against the
outcomes.

This unit should be assessed in a realistic working environment.
2. Evaluate the learner's ability to meet the outcomes consistently.

SPECIFIC OUTCOME 14

Procedures for ensuring manual or computerised records are explained

OUTCOME NOTES

Procedures for ensuring manual or computerised records and room availability status and
reservations are up to date and accurate are demonstrated and their importance is explained.

ASSESSMENT CRITERIA

ASSESSMENT CRITERION 1

1. Arrange or create an environment in which the learner can be fairly assessed against the
outcomes.

This unit should be assessed in a realistic working environment.
2. Evaluate the learner's ability to meet the outcomes consistently.

SPECIFIC OUTCOME 15

The importance of good communication with other departments concerning occupancy is explained.

ASSESSMENT CRITERIA

ASSESSMENT CRITERION 1

1. Arrange or create an environment in which the learner can be fairly assessed against the
outcomes.

This unit should be assessed in a realistic working environment.
2. Evaluate the learner's ability to meet the outcomes consistently.

SPECIFIC OUTCOME 16

Procedures for credit, discounts and authorisation are described

OUTCOME NOTES

Procedures for credit, discounts and authorisation are described and the importance of following these procedures is explained.

ASSESSMENT CRITERIA

ASSESSMENT CRITERION 1

1. Arrange or create an environment in which the learner can be fairly assessed against the
outcomes.

This unit should be assessed in a realistic working environment.
2. Evaluate the learner's ability to meet the outcomes consistently.

SPECIFIC OUTCOME 17

The reasons why staff are encouraged to identify problems and ways to solve them

OUTCOME NOTES

The reasons why staff are encouraged to identify problems and suggest ways to solve them is
described in terms of the impact on motivation and cost to the company.

ASSESSMENT CRITERIA

ASSESSMENT CRITERION 1

1. Arrange or create an environment in which the learner can be fairly assessed against the
outcomes.

This unit should be assessed in a realistic working environment.
2. Evaluate the learner's ability to meet the outcomes consistently.

SPECIFIC OUTCOME 18

Develop a plan to encourage staff to identify and solve problems within the front office department

ASSESSMENT CRITERIA

ASSESSMENT CRITERION 1

1. Arrange or create an environment in which the learner can be fairly assessed against the
outcomes.

This unit should be assessed in a realistic working environment.
2. Evaluate the learner's ability to meet the outcomes consistently.

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.

QUALIFICATIONS UTILISING THIS UNIT STANDARD:

	ID	QUALIFICATION TITLE	PRE-2009 NQF LEVEL	NQF LEVEL	STATUS	END DATE	PRIMARY OR DELEGATED QA FUNCTIONARY
Core	14116	National Certificate: Hospitality Reception	Level 4	NQF Level 04	Passed the End Date - Status was "Reregistered"	2007-10-30	Was CATHSSETA until Last Date for Achievement
Core	24433	Diploma: Hospitality Operations	Level 5	NQF Level 05	Passed the End Date - Status was "Reregistered"	2012-06-30	CATHSSETA
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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