SAQA

All qualifications and part qualifications registered on the National Qualifications Framework are public property. Thus the only payment that can be made for them is for service and reproduction. It is illegal to sell this material for profit. If the material is reproduced or quoted, the South African Qualifications Authority (SAQA) should be acknowledged as the source.

SOUTH AFRICAN QUALIFICATIONS AUTHORITY

REGISTERED QUALIFICATION THAT HAS PASSED THE END DATE:

National Certificate: Tourism: Reception

SAQA QUAL ID	QUALIFICATION TITLE
20513	National Certificate: Tourism: Reception
ORIGINATOR
SGB Hospitality,Tourism,Travel, Leisure and Gaming
PRIMARY OR DELEGATED QUALITY ASSURANCE FUNCTIONARY			NQF SUB-FRAMEWORK
CATHSSETA - Culture, Arts, Tourism, Hospitality and Sports Education and Training Authority			OQSF - Occupational Qualifications Sub-framework
QUALIFICATION TYPE	FIELD		SUBFIELD
National Certificate	Field 11 - Services		Hospitality, Tourism, Travel, Gaming and Leisure
ABET BAND	MINIMUM CREDITS	PRE-2009 NQF LEVEL	NQF LEVEL	QUAL CLASS
Undefined	132	Level 4	NQF Level 04	Regular-Unit Stds Based
REGISTRATION STATUS		SAQA DECISION NUMBER	REGISTRATION START DATE	REGISTRATION END DATE
Passed the End Date - Status was "Registered"		SAQA 0938/01	2001-10-10	2004-10-10
LAST DATE FOR ENROLMENT		LAST DATE FOR ACHIEVEMENT
2005-10-10		2008-10-10

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 qualification does not replace any other qualification and is not replaced by any other qualification.

PURPOSE AND RATIONALE OF THE QUALIFICATION

In the context of the tourism industry, this qualification will enable professional support to maintaining customer satisfaction. A qualifying learner will able to contribute positively towards reception within the tourism industry as a part of Southern Africa`s tourism sector.

A leaner who has achieved this qualification will be capable of combining a range of self-organisation and life-long learning skills with a working knowledge of Southern African tourism issues, and intergrating these within a context to produce a multi-skilled practice.

In addition they will be positioned to further their learning, practice and career within the tourism industry - either at further levels or in other areas of practice. Expansion into other sub-sectors of tourism is also possible.

LEARNING ASSUMED TO BE IN PLACE AND RECOGNITION OF PRIOR LEARNING

It is assumed that learners wishing to enter a programme leading to this qualification have literacy, numeracy and communication equivalent to NQF Level 3.

Recognition of prior learning:

This qualification may be achieved in part or in whole through the recognition of prior learning.

RECOGNISE PREVIOUS LEARNING?

EXIT LEVEL OUTCOMES

On achieving this qualification, the learner will be able to:

1. Maintain, determine, record and confirm bookings.
2. Maintain the workplace environment.
3. Run a front desk operation.
4. Maintain a bookkeeping system.
5. Prepare customer accounts and deal with departures in accordance with organisational requirements to ensure a smooth check process.
6. Ensure that the satisfaction of customer is maintained through effective communication. This includes all aspects of customer care especially dealing with complaints and request.
7. The learner must at all times ensure that security procedures and hygiene standards are compiled with when receiving, storing and issuing goods in the workplace.
8. Operate a payment point and process payments.
9. Recognise, calculate and exchange foreign cash and travellers cheques.
10. Reflect on what they have learnt about themselves as a learner.

ASSOCIATED ASSESSMENT CRITERIA

Integrated assessment at the level of qualification provides an opportunity for learners to show that they are able to integrate concepts, ideas and actions across unit standards to achieve competence that is grounded and coherent in relation to the purpose of the qualification.

Integrated assessment must judge the quality of the observable performance, but also the quality of the thinking that lies behind it. Assessment tools must encourage learners to give an account of the thinking and decision-making that underpin their demonstrated performance. Some assessment practices will be of a more practical nature while others will be of a more theoretical nature. The ration between action and interpretation is not fixed, but varied according to the type of level of qualification.

A broad range of task-orientated and theoretical assessment tools may be used, with the distinction between practical knowledge and disciplinary knowledge maintained so that each takes its rightful place.

In particular assessors should check for:

The learner must demonstrate an ability to consider a range of options and make decisions about:

1. Ways to solve the problems regarding the safe storage of luggage such as suspicious items, uncollected luggage, damaged customer property, pests in the store room.
2. Prioritising the collection and deliveries of all items such as customer sundries, postal items, official documents, customer/official messages, payments to correct locations.
3. What action to take regarding unexpected situations such as special customer requests, rude/aggressive customers, tour fully booked, no booking found, cannot meet customer needs.
4. Account adjustments, enter charges and account adjustments such as charges, allowances or discounts, refunds, deposits or prepayments, transfers on guests accounts using a manual or computerised system.
5. In situations such as discrepancies with cash, shortage of supplies/change customer disputes, float shortages, problems with customer payments, equipment malfunctions, counterfeit money/suspected card/cheque fraud, errors or voids, decide whether to deal with the situation directly or request assistance from the supervisor/manager.

The learner must demonstrate an understanding of:

1. Reasons for having procedures in place for the prevention of fraud.
2. Describe the impact on security and safety of moving cash and cash equivalents.
3. Explain the importance of knowing what facilities are available for guests such as people with disabilities, the elderly, small children, a person using a walking stick or aid with mobility difficulties, and how to assist them.
4. Their role within the tourism industry.
5. The importance of the tourism industry as a whole and reception as part of that system.
6. The importance of quality within the tourism industry.
7. Complexity, intricacies and dynamic nature of the tourism industry.

The learner must demonstrate an ability to:

1. Process payments following correct procedure using a manual or computerised system.
2. Run a front desk operation and use sales techniques to maximise profit for the organisation.
3. Deal with complaints and requests.
4. Manage the arrival, reception and registration of guests.

INTERNATIONAL COMPARABILITY

International comparability:

The standards for the tourism industry with specific reference to reception, have been compared against Australian standards and how a substantial degree of similarity. This qualification is therefore comparable to the equivalent Australian qualification. However, incorporating these unit standards into a tourism qualification adds a specific South African angle to the qualification, which enhances portability within the broader tourism industry.

MODERATION OPTIONS

1. Anyone assessing a learner against this qualification must be registered as an assessor with the relevant ETQA.
2. Any institution offering learning that will enable achievement of this qualification, or assessment against this qualification must be accredited as a provider with the relevant ETQA.
3. Moderation of assessment will be overseen by the relevant ETQA according to agreed ETQA procedures.

Therefore anyone wishing to be assessed against this qualification may apply to be assessed by an assessment agency, assessor or provider institution which is accredited by the relevant ETQA.

NOTES

Notes on the Fundamental Unit Standards of the qualification:

Technology
The learner must choose a minimum of 6 credits relating to Technology or Information Technology. This may include the Unit Standard entitled:

Operate a PC (EUC2) (NQF2, 6 credits)
Or any other Technology or Information Technology Standard on the National Qualifications Framework at Level One or above.

Research
The learner must choose a minimum of 6 credits which must include the Unit Standard entitled:

Plan and Conduct Research (NQF 4, 6 credits)

Communication and Language
The learner must choose a minimum of 20 credits which must include the Unit Standards entitled:

Analyse and Understand Social Issues (NQF 4, 4 credits)

Function in a Team (NQF 4, 4 credits)

Interact Orally and in Writing in the Workplace (NQF 4, 10 credits)
Plus any two credits on the National Qualifications Framework at Level One or above.

Numeracy
The learner must choose a minimum of 16 credits which must include the Unit Standard entitled:

Collate, Understand & Communicate Workplace Data (NQF 4, 5 credits)
Plus any 11 credits on the National Qualifications Framework at Level One or above.

UNIT STANDARDS:

	ID	UNIT STANDARD TITLE	PRE-2009 NQF LEVEL	NQF LEVEL	CREDITS
Core	7793	Describe layout, services and facilities of the organisation	Level 2	NQF Level 02	1
Core	8493	Maintain occupational health and safety	Level 2	NQF Level 02	2
Core	8600	Care for Customers	Level 4	NQF Level 04	3
Core	8555	Contribute to information distribution regarding HIV/AIDS in the workplace	Level 4	NQF Level 04	4
Core	8490	Contribute to sustainable tourism in South Africa	Level 4	NQF Level 04	4
Core	8480	Introduce South Africa to tourists	Level 4	NQF Level 04	7
Core	8598	Introduce South African heritage to tourists	Level 4	NQF Level 04	7
Core	7836	Monitor customer satisfaction	Level 4	NQF Level 04	3
Core	8553	Operate in a business	Level 4	NQF Level 04	4
Core	8551	Oversee arrival and departure of customers	Level 4	NQF Level 04	3
Fundamental	7547	Operate a personal computer system	Level 2	NQF Level 02	6
Fundamental	8618	Organise oneself in the workplace	Level 2	NQF Level 02	3
Fundamental	8591	Analyse and understand social issues	Level 4	NQF Level 04	4
Fundamental	9015	Apply knowledge of statistics and probability to critically interrogate and effectively communicate findings on life related problems	Level 4	NQF Level 04	6
Fundamental	8558	Collate, understand and communicate workplace data	Level 4	NQF Level 04	5
Fundamental	8570	Demonstrate an understanding of issues affecting people with special needs	Level 4	NQF Level 04	4
Fundamental	8612	Demonstrate an understanding of societal values and ethics	Level 4	NQF Level 04	4
Fundamental	8561	Function in a Team	Level 4	NQF Level 04	4
Fundamental	8556	Interact orally and in writing in the workplace	Level 4	NQF Level 04	10
Fundamental	12417	Measure, estimate & calculate physical quantities & explore, critique & prove geometrical relationships in 2 and 3 dimensional space in the life and workplace of adult with increasing responsibilities	Level 4	NQF Level 04	4
Fundamental	8559	Plan and conduct research	Level 4	NQF Level 04	6
Fundamental	8975	Read analyse and respond to a variety of texts	Level 4	NQF Level 04	5
Fundamental	7483	Solve problems involving sequences and series in real and simulated situations	Level 4	NQF Level 04	2
Fundamental	7468	Use mathematics to investigate and monitor the financial aspects of personal, business, national and international issues	Level 4	NQF Level 04	6
Elective	7663	Handle mail, messages and written communications	Level 2	NQF Level 02	1
Elective	7700	Provide a collection and delivery service	Level 2	NQF Level 02	2
Elective	7698	Store and handle customer and establishment property	Level 2	NQF Level 02	1
Elective	7706	Maintain a Booking System	Level 3	NQF Level 03	3
Elective	7820	Operate a payment point and process payments	Level 3	NQF Level 03	3
Elective	7718	Prepare Customer Accounts and Deal with Departures	Level 3	NQF Level 03	3
Elective	7703	Provide Customer Information and Book External Services	Level 3	NQF Level 03	2
Elective	7846	Maintain the cleaning programme for own area of responsibility	Level 4	NQF Level 04	2
Elective	7839	Maintain the receipt, storage and issue of goods	Level 4	NQF Level 04	5
Elective	7726	Maintain Practices and Procedures for Handling Foreign Cash/ Cash Equivalent	Level 5	Level TBA: Pre-2009 was L5	3
Elective	7730	Maintain the Portering/ Concierge Service	Level 5	Level TBA: Pre-2009 was L5	4
Elective	7866	Plan, organise and monitor work in own area of responsibility	Level 5	Level TBA: Pre-2009 was L5	3
Elective	7729	Maintain the Front Office Service	Level 6	Level TBA: Pre-2009 was L6	3

LEARNING PROGRAMMES RECORDED AGAINST THIS QUALIFICATION:

NONE

PROVIDERS CURRENTLY ACCREDITED TO OFFER THIS QUALIFICATION:

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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