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SOUTH AFRICAN QUALIFICATIONS AUTHORITY

REGISTERED UNIT STANDARD THAT HAS PASSED THE END DATE:

Maintain a Booking System

SAQA US ID	UNIT STANDARD TITLE
7706	Maintain a Booking System
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
2026-06-30		2029-06-30

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 will be able to maintain, determine, record and confirm bookings on a manual and computer system

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 maintaining a booking service.

ASSESSMENT CRITERIA

ASSESSMENT CRITERION 1

Liaison with a range of customers is demonstrated so as to meet booking and industry requirements.

ASSESSMENT CRITERION RANGE

Customers include but not limited to: booking agencies, customers with communication difficulties, customers with mobility difficulties, regular customers or VIPs and customers requiring bookings for groups.

ASSESSMENT CRITERION 2

The provision of accurate information in order to meet enquiry needs are demonstrated in accordance with organisational requirements.

ASSESSMENT CRITERION 3

The promoting of an establishment's services and facilities is demonstrated according with organisational requirements.

ASSESSMENT CRITERION RANGE

Services and facilities include but not limited to : sleeping accommodation, conference, function, exhibition room, and restaurants.

ASSESSMENT CRITERION 4

Service availability and facilities checking is demonstrated according to operational standards and requirements.

ASSESSMENT CRITERION 5

The offering of alternative facilities to customers are demonstrated according to operational requirements.

ASSESSMENT CRITERION 6

The recording of a booking is demonstrated so as to meet operational requirements, using a manual or computerised booking system; given a range of bookings.

ASSESSMENT CRITERION RANGE

Bookings include but not limited to: telephone, face-to-face, letters, fax and internet.

ASSESSMENT CRITERION 7

The providing of booking confirmations and all relevant information is demonstrated so as to comply with organisational requirements.

ASSESSMENT CRITERION 8

The confirming of bookings and deposits from customers is demonstrated as appropriate to organisational requirements.

ASSESSMENT CRITERION 9

The handling of real or simulated system failure or error in manual systems are demonstrated so as to meet organisational requirements.

ASSESSMENT CRITERION RANGE

System failures include but not limited to: equipment/system failure or errors in manual system.

ASSESSMENT CRITERION 10

The carrying out of all work in an organised and efficient manner is demonstrated taking account of priorities and complying with organisational requirements.

SPECIFIC OUTCOME 2

Explain the importance of giving accurate information to customers and the need to be aware of time.

ASSESSMENT CRITERIA

ASSESSMENT CRITERION 1

Establishment information relevant to booking requirements is determined in relation to services and facilities offered by the organisation.

ASSESSMENT CRITERION 2

The maintaining of a sense of urgency in relating service and facilities information to guests in support of bookings are explained with specific reference to customer service and impact on the financial bottom line.

SPECIFIC OUTCOME 3

Explain the reasons for providing an efficient service in terms of company profitability and repeat guest business.

OUTCOME NOTES

Explain the reasons for providing an efficient service in terms of company profitability and repeat guest business.

ASSESSMENT CRITERIA

ASSESSMENT CRITERION 1

Reasons for providing efficient service to customers are explained in terms of company profitability and obtaining of repeat business from the guest.

SPECIFIC OUTCOME 4

Explain the need to meet customer expectations in terms of knowledge of services and facilities.

ASSESSMENT CRITERIA

ASSESSMENT CRITERION 1

Service and facilities of the organisation are identified and described in relation to customer needs.

ASSESSMENT CRITERION 2

The importance of service and facilities knowledge is described with specific reference to bookings, calculation of deposits and the impact on the financial bottom line.

SPECIFIC OUTCOME 5

Explain the importance of taking deposits in terms of 'no shows'.

OUTCOME NOTES

Explain the importance of taking deposits in terms of "no shows" and of accurately recording and filing details of bookings.

ASSESSMENT CRITERIA

ASSESSMENT CRITERION 1

The purpose of deposits are explained in relation to service delivery in the hospitality industry as well as business risk and impact in the event of no-shows.

SPECIFIC OUTCOME 6

Explain the reasons for keeping bookings up to date and following up on unconfirmed bookings.

OUTCOME RANGE

Range of records: daily, weekly, monthly.

ASSESSMENT CRITERIA

ASSESSMENT CRITERION 1

Different organisational booking records are identified in terms of their use in relation to organisational administration.

ASSESSMENT CRITERION RANGE

Records include but are not limited to: daily, weekly and monthly booking records relevant to services and facilities offered by the establishment.

ASSESSMENT CRITERION 2

Processes and procedures for unconfirmed bookings follow up are described in line with organisational requirements.

SPECIFIC OUTCOME 7

Explain the importance of keeping other departments informed of current and future bookings.

ASSESSMENT CRITERIA

ASSESSMENT CRITERION 1

Departments who should be informed of bookings in the organisation are identified and reasons for informing these in terms of service delivery are provided.

ASSESSMENT CRITERION 2

The potential impacts on customer service in the event of other departments not being informed of bookings are explained by means of examples.

SPECIFIC OUTCOME 8

Given a range of customers, deal with customers politely and efficiently.

OUTCOME NOTES

Given a range of customers, deal with customers politely and efficiently and identify their requirements correctly.

OUTCOME RANGE

Range of customers: booking agencies, customers with communication difficulties, customers with mobility difficulties, regular customers or VIPs, customers requiring bookings for groups.

ASSESSMENT CRITERIA

ASSESSMENT CRITERION 1

Different internal and external customers to the organisation are identified and described.

ASSESSMENT CRITERION RANGE

Range of customers include but is not limited to: booking agencies, customers with communication difficulties, customers with mobility difficulties, regular customers and VIPs and Groups.

ASSESSMENT CRITERION 2

Interaction with customers is conducted in line with organisational customer liaison and service requirements.

SPECIFIC OUTCOME 9

Promote the establishment's services and facilities at all appropriate times and explain why.

OUTCOME RANGE

Range of services and facilities: sleeping accommodation, conference, function, exhibition room, and restaurants.

ASSESSMENT CRITERIA

ASSESSMENT CRITERION 1

Reasons for the promotion of the services and facilities are explained in relation to customer needs, service and the impact on the financial bottom line.

ASSESSMENT CRITERION 2

Different services and facilities are promoted in support of service delivery within the organisation.

SPECIFIC OUTCOME 10

Determine the availability of services and facilities correctly and communicate this clearly to the guest

ASSESSMENT CRITERIA

ASSESSMENT CRITERION 1

The methods used to determine the availability of services and facilities are explained in line with organisational processes and procedures.

ASSESSMENT CRITERION 2

The availability of a range of services and facilities are checked in relation to booking enquiries and client needs.

ASSESSMENT CRITERION RANGE

Services and facilities include but not limited to: sleeping accommodation, conference, function, exhibition room and restaurants.

SPECIFIC OUTCOME 11

Offer alternative facilities to customers and explain the importance of doing so.

ASSESSMENT CRITERIA

ASSESSMENT CRITERION 1

The reasons for offering alternative facilities to customers in the event of service and facility unavailability are explained in terms of its impact on customer service, business and impact on the financial bottom line.

ASSESSMENT CRITERION 2

Alternative services and facilities are identified and offered to customers in line with identified client needs.

ASSESSMENT CRITERION RANGE

Alternative services and facilities include but not limited to: sleeping accommodation, conference, function, exhibition room and restaurants.

SPECIFIC OUTCOME 12

Given a range of bookings, take down the details and record the booking.

OUTCOME NOTES

Given a range of bookings, take down the details and record the booking using a manual or computerised booking system.

OUTCOME RANGE

Range of bookings: telephone, face-to-face, letters, fax, internet.

ASSESSMENT CRITERIA

ASSESSMENT CRITERION 1

Booking details to be recorded are identified and listed in line with booking system and organisational requirements.

ASSESSMENT CRITERION 2

Different types of bookings are transacted in order to meet booking and administrative requirements.

ASSESSMENT CRITERION RANGE

Types of bookings include but are not limited to: telephonic, face-to-face, letters, fax and internet.

SPECIFIC OUTCOME 13

Provide customers with confirmations of bookings and all relevant information.

ASSESSMENT CRITERIA

ASSESSMENT CRITERION 1

Relevant details pertaining to booking confirmations are identified in order to prepare customer confirmations.

ASSESSMENT CRITERION 2

Booking confirmations are prepared in line with organisational and system requirements.

SPECIFIC OUTCOME 14

Confirm the bookings and request deposits from customers.

OUTCOME NOTES

Confirm the bookings and request deposits from customers as appropriate per organisational requirements.

ASSESSMENT CRITERIA

ASSESSMENT CRITERION 1

Prepared booking confirmations are forwarded to customers in line with organisational requirements.

ASSESSMENT CRITERION 2

Deposit requirements are calculated and requested in line with standard operational procedures.

ASSESSMENT CRITERION RANGE

Operational procedures include but are not limited to: deposit percentage, time frames, mode of payment, confirmations of deposits paid and received.

SPECIFIC OUTCOME 15

Given a range of amendments, choose a procedure and give reasons for the method chosen.

OUTCOME RANGE

Range of booking amendments: change in services or facilities required, change in date or time required, change in customers personal details, change in number of people, booking cancellations.

ASSESSMENT CRITERIA

ASSESSMENT CRITERION 1

Types of possible amendments to bookings are identified in relation to booking requirements and administration.

ASSESSMENT CRITERION RANGE

Booking amendments include but is not limited to: arrival and departure dates and times, Pax, accommodation type, price, services, customer personal details and booking cancellations.

ASSESSMENT CRITERION 2

Procedures for amendments are identified and executed for a range of booking amendment types so as to meet standard operational requirements.

ASSESSMENT CRITERION 3

Booking amendments are communicated with customers in line with organisational requirements.

SPECIFIC OUTCOME 16

Given a system failure or error in manual systems, decide what action to take.

OUTCOME NOTES

Given a system failure or error in manual systems, decide what action to take as appropriate and
explain why.

OUTCOME RANGE

Range of system failure: equipment /system failure or errors in manual system.

ASSESSMENT CRITERIA

ASSESSMENT CRITERION 1

Possible system failures or errors are identified and relevant action to address problems are explained by means of examples.

ASSESSMENT CRITERION RANGE

System failure or error may include but is not limited to: equipment/system failure due to electrical or mechanical error and printing problems.

SPECIFIC OUTCOME 17

Carry out all work in an organised and efficient manner taking account of priorities.

ASSESSMENT CRITERIA

ASSESSMENT CRITERION 1

Methods of prioritisation are identified and applied to own area of responsibility.

ASSESSMENT CRITERION 2

Work related to own area of responsibility are planned and executed in order to meet operational requirements.

SPECIFIC OUTCOME 18

Describe situations where a guest's booking has been cancelled incorrectly.

OUTCOME NOTES

Describe situations where a guest's booking has been cancelled incorrectly and how the problem could be solved.

ASSESSMENT CRITERIA

ASSESSMENT CRITERION 1

Interventions to solve incorrect cancellations of guest bookings are identified and explained in relation to booking system requirements and customer service.

ASSESSMENT CRITERION 2

Incorrect cancellations are rectified in line with client needs and available services and facilities.

SPECIFIC OUTCOME 19

Describe how performance would be adapted in a different type of establishment.

OUTCOME NOTES

In a different type of establishment (B & B, game lodge) describe how performance would be adapted in maintaining a booking system.

ASSESSMENT CRITERIA

ASSESSMENT CRITERION 1

Identify a range of different establishment types within the hospitality industry and explain how performance to maintain a booking system will be adapted in these organisational types.

ASSESSMENT CRITERION RANGE

Different establishments include but is not limited to: bed and breakfasts, game lodge and boutique hotel.

UNIT STANDARD ACCREDITATION AND MODERATION OPTIONS

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 categories
a) 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: Identify and solve problems
Work effectively with others as a member of a team
Demonstrate an understanding of the world by recognising that problem-solving contexts do not exist in isolation.

QUALIFICATIONS UTILISING THIS UNIT STANDARD:

	ID	QUALIFICATION TITLE	PRE-2009 NQF LEVEL	NQF LEVEL	STATUS	END DATE	PRIMARY OR DELEGATED QA FUNCTIONARY
Core	67465	National Certificate: Business Administration Services	Level 3	NQF Level 03	Passed the End Date - Status was "Reregistered"	2023-07-30	As per Learning Programmes recorded against this Qual
Core	60650	Professional Qualification: Business Administration	Level 3	NQF Level 03	Passed the End Date - Status was "Reregistered"	2023-06-30	As per Learning Programmes recorded against this Qual
Core	14123	National Diploma: Accommodation Services	Level 5	NQF Level 05	Passed the End Date - Status was "Reregistered"	2023-06-30	CATHSSETA
Elective	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
Elective	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
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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