SAQA

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SOUTH AFRICAN QUALIFICATIONS AUTHORITY

REGISTERED UNIT STANDARD THAT HAS PASSED THE END DATE:

Provide Customer Information and Book External Services

SAQA US ID	UNIT STANDARD TITLE
7703	Provide Customer Information and Book External Services
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	2
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 provide guests with accurate information regarding services and be able to book these according to organisational requirements

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

Demonstrated knowledge and understanding

OUTCOME NOTES

Demonstrated knowledge and understanding

Explain why it is important to give accurate information and how inaccurate information impacts on the company, the customer and the service provider.

Explain the importance of a good general knowledge and the ways it helps the guest.

Describe different sources of information and explain their use.

Describe different ways of contacting service providers.

ASSESSMENT CRITERIA

ASSESSMENT CRITERION 1

SPECIFIC OUTCOME 2

Demonstrated ability to make decisions about practice and to act accordingly

OUTCOME NOTES

Demonstrated ability to make decisions about practice and to act accordingly

Attend to customers with minimum delay and in a polite and friendly manner and explain the importance of this.

Given a range of inquiries, identify the customers' needs correctly and use appropriate sources of information to provide customers' with accurate information. (Range of sources of information: maps, timetables, directories, guides, organisations contacted by telephone) (Range of information: directions, travel information, local information, guest services, telephone numbers)

Arrange booking for external services following correct procedure and explain the importance of doing this promptly. (Range of external services: transport, restaurant reservations, items to be delivered from external organisations)

Keep supplies and displays of customer information well maintained and current.

Given a range of unexpected situations decide on what action to take and give reasons for that choice. (Range of unexpected situations: special customer requests, rude/aggressive customers, tour fully booked, no booking found, cannot meet customer needs)

Carry out all work in an organised and efficient manner.

ASSESSMENT CRITERIA

ASSESSMENT CRITERION 1

Demonstrated ability to make decisions about practice and to act accordingly:

Attend to customers with minimum delay and in a polite and friendly manner and explain the importance of this.

Given a range of inquiries, identify the customers' needs correctly and use appropriate sources of information to provide customers' with accurate information. (Range of sources of information: maps, timetables, directories, guides, organisations contacted by telephone) (Range of information: directions, travel information, local information, guest services, telephone numbers)

Arrange booking for external services following correct procedure and explain the importance of doing this promptly. (Range of external services: transport, restaurant reservations, items to be delivered from external organisations)

Keep supplies and displays of customer information well maintained and current.

Given a range of unexpected situations decide on what action to take and give reasons for that choice. (Range of unexpected situations: special customer requests, rude/aggressive customers, tour fully booked, no booking found, cannot meet customer needs)

Carry out all work in an organised and efficient manner.

SPECIFIC OUTCOME 3

Demonstrated ability to learn from our actions and to adapt performance

OUTCOME NOTES

Demonstrated ability to learn from our actions and to adapt performance
Given a different type of establishment, (game lodge, bed and breakfast, and five star establishments) describe ways of providing customer information and booking services

ASSESSMENT CRITERIA

ASSESSMENT CRITERION 1

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.

UNIT STANDARD ASSESSOR CRITERIA

1. Arrange or create an environment in which the learner can be fairly assessed against the outcomes. ?
This unit must be assessed in a realistic working environment.?
It is recommended that this unit standard be assessed in conjunction with other unit standards.

2. Evaluate the learner`s ability to meet the outcomes consistently. ?
This unit standard can be assessed by using a combination of observation, questioning, product sample, testimony and simulation.?
Observation supplemented by questioning to cover providing customers with information and booking external services. (Range of sources of information: maps, timetables, directories, guides, organisations contacted by telephone) (Range of information: directions, travel information, local information, guest services, telephone numbers) (Range of external services: transport, restaurant reservations, items to be delivered from external organisations)Product sample documentation.?
Simulation or questioning to cover unexpected situations. (Range of unexpected situations: special customer requests, rude/aggressive customers, tour fully booked, no booking found, cannot meet customer needs)

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.

QUALIFICATIONS UTILISING THIS UNIT STANDARD:

	ID	QUALIFICATION TITLE	PRE-2009 NQF LEVEL	NQF LEVEL	STATUS	END DATE	PRIMARY OR DELEGATED QA FUNCTIONARY
Core	64469	Further Education and Training Certificate: Hospitality Reception	Level 4	NQF Level 04	Passed the End Date - Status was "Reregistered"	2023-06-30	As per Learning Programmes recorded against this Qual
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	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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