SAQA

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SOUTH AFRICAN QUALIFICATIONS AUTHORITY

REGISTERED UNIT STANDARD THAT HAS PASSED THE END DATE:

Co-ordinate the Greeting and Assisting of Guests on Arrival and Departure

SAQA US ID	UNIT STANDARD TITLE
7722	Co-ordinate the Greeting and Assisting of Guests on Arrival and Departure
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 5	Level TBA: Pre-2009 was L5	4
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 co-ordinate and assist guests on arrival and on departure by checking the number of arrivals and departures for the day, allocation of duties to other departments and assisting with additional services if required.

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

Explain the importance of taking action when there are communication or language difficulties.

Explain the importance of meeting requests for additional services in terms of how this impacts on customer satisfaction.

Describe how to assist guests with special needs.

Describe how to organise the department to prepare for the arrival of big groups.

Explain why the arrival of guests is such an important part of the guest's stay and the importance of being well prepared.

ASSESSMENT CRITERIA

ASSESSMENT CRITERION 1

Demonstrated knowledge and understanding

ASSESSMENT CRITERION NOTES

SPECIFIC OUTCOME 2

Demonstrated ability to make decisions about practice and to act accordingly

OUTCOME NOTES

Distribute portering tasks according to priority to ensure that luggage and other items are transported to guest's rooms safely and promptly.

Distribute work to ensure that individual guests and groups are assisted with parking where appropriate on arrival.

Carry out a group check-in following correct procedure.

Explain and offer additional guest services and give assistance in accordance with company procedures. (Range of additional services: valet / car wash, chauffeur)

Assist guests with luggage on departure.

Identify the correct bus for the group and load their luggage safely and efficiently.

Given a range of unexpected situations, decide what action to take to deal with the situation and give reasons for that choice. (Range of unexpected situations: accidents / injury, lack of portering staff, late tour bus)

Prioritise all work correctly to maximise customer satisfaction.

ASSESSMENT CRITERIA

ASSESSMENT CRITERION 1

Demonstrated ability to make decisions about practice and to act accordingly

ASSESSMENT CRITERION NOTES

SPECIFIC OUTCOME 3

Demonstrated ability to learn from our actions and to adapt performance

OUTCOME NOTES

Given a situation where the hotel deals primarily with airline crew groups, describe how to co-ordinate the arrival and departure of the groups.

ASSESSMENT CRITERIA

ASSESSMENT CRITERION 1

Demonstrated ability to learn from our actions and to adapt performance

ASSESSMENT CRITERION NOTES

Given a situation where the hotel deals primarily with airline crew groups, describe how to co-ordinate the arrival and departure of the groups.

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.

UNIT STANDARD ASSESSOR CRITERIA

ASSESSMENT CRITERIA :
The assessor must :

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 a combination of observation, questioning, and testimony. ?
Observation supplemented by questioning to cover assisting individual and group arrivals and departures.? Questioning or simulation to cover unexpected situations. (Range of unexpected situations: accidents / injury, lack of portering staff, late tour bus)?
Testimony from relevant persons.

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	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

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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