Assessor Resource

SITHACS303
Provide accommodation reception services

Assessment tool

Version 1.0
Issue Date: April 2024


This unit applies to all types of commercial accommodation, and to people who staff the reception area. They work within established procedures and systems under some supervision, but the customer service nature of the role means they apply some discretion and judgment in their interaction with guests.

This unit describes the performance outcomes, skills and knowledge required to check guests in and out of commercial accommodation establishments. It requires the ability to check daily arrivals, allocate rooms and complete relevant documentation.

You may want to include more information here about the target group and the purpose of the assessments (eg formative, summative, recognition)

Prerequisites

Not applicable.

Employability Skills

This unit contains employability skills.



Evidence Required

List the assessment methods to be used and the context and resources required for assessment. Copy and paste the relevant sections from the evidence guide below and then re-write these in plain English.

The evidence guide provides advice on assessment and must be read in conjunction with the performance criteria, required skills and knowledge, range statement and the Assessment Guidelines for the Training Package.

Overview of assessment

Critical aspects for assessment and evidence required to demonstrate competency in this unit

Evidence of the ability to:

check-in and check-out guests with varying reservation requirements, including:

registration

room allocation

invoicing of guest charges

complete accurate front office reports and records.

Context of and specific resources for assessment

Assessment must ensure use of:

an operational front office environment with the fixtures, large and small equipment and workplace documentation defined in the

Assessment Guidelines; this can be a:

real industry workplace

simulated industry environment

industry-current front office reservations, accounting and reporting system

reservations, accounting and reporting data

other people with whom the individual can interact.

Method of assessment

A range of assessment methods should be used to assess the practical skills and knowledge required to provide front office reception services. The following examples are appropriate for this unit:

direct observation of the individual providing arrival and departure services

review of front office records, reports and computer data completed by the individual

use of roleplays to assess ability to deal with differing guest queries and requests

use of case studies to assess ability to apply arrival or departure processes to different guest scenarios

written or oral questioning to assess knowledge of the accommodation product and the relationships between different sectors of the

tourism industry

review of portfolios of evidence and thirdparty workplace reports of onthejob performance by the individual.

Guidance information for assessment

The assessor should design integrated assessment activities to holistically assess this unit with other units relevant to the industry sector, workplace and job role, for example:

BSBFIA301A Maintain financial records

SITTTSL305 Process reservations

SITTTSL308 Use a computerised reservations or operations system.

Submission Requirements

List each assessment task's title, type (eg project, observation/demonstration, essay, assingnment, checklist) and due date here

Assessment task 1: [title]      Due date:

(add new lines for each of the assessment tasks)

Assessment Tasks

Copy and paste from the following data to produce each assessment task. Write these in plain English and spell out how, when and where the task is to be carried out, under what conditions, and what resources are needed. Include guidelines about how well the candidate has to perform a task for it to be judged satisfactory.

Required skills

communication skills to interact positively with guests

literacy skills to:

read and interpret reservation information

enter guest and accounting information in front office systems

numeracy skills to:

explain guest accounts and service charges

problem-solving skills to respond to check-in, check-out discrepancies

technology skills to use computerised front office systems.

Required knowledge

reservations terminology

relationships between front desk and other operational areas, including:

housekeeping

food and beverage service

maintenance

range of needs and expectations of different types of guests

types of reports handled or generated at front office, including:

accounting reports

arrival and departure data

occupancy rates

guest feedback summaries

for the industry sector or organisation:

different sources of accommodation reservations:

direct

travel agents

booking centres

inbound tour operators

online

systems and procedures:

check-in and check-out

guest accounts

product codes

security, including issuing of keys or electronic cards and safety deposit arrangements.

The range statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance. Bold italicised wording, if used in the performance criteria, is detailed below. Essential operating conditions that may be present with training and assessment (depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts) may also be included.

Reservation details may include:

arrival and departure times

length of stay

payment details

personal details

rates and discounts

special requests

type of accommodation and bed configuration.

Accounting procedures may relate to:

credit card payments

deposits

group rates

issuing receipts

prepayments

vouchers and discount rates

credit

Arrival information may relate to:

keys

messages

products and services:

dining times

opening hours

safety deposit facility arrangements

security arrangements.

Departure assistance may include:

luggage assistance

making forward bookings

organising transport.

Front office records may include:

arrival and departure lists

lost and found information

occupancy reports.

Copy and paste from the following performance criteria to create an observation checklist for each task. When you have finished writing your assessment tool every one of these must have been addressed, preferably several times in a variety of contexts. To ensure this occurs download the assessment matrix for the unit; enter each assessment task as a column header and place check marks against each performance criteria that task addresses.

Observation Checklist

Tasks to be observed according to workplace/college/TAFE policy and procedures, relevant legislation and Codes of Practice Yes No Comments/feedback
Prepare and check reception area and equipment. 
Check and review daily arrival details prior to guest arrival. 
Allocate rooms according to guest requirements and organisational policy. 
Follow up uncertain arrivals or reservations. 
Compile and distribute accurate arrivals information to relevant colleagues, including special situations or requests. 
Welcome guests courteously, confirm reservation details and seek opportunities to upsell when appropriate. 
Complete registration procedures according to organisational security requirements. 
Follow accounting procedures. 
Provide arrival information to guests. 
Follow organisational procedures where rooms are not immediately available or overbooking has occurred in order to minimise guest inconvenience. 
Monitor activity against expected arrivals and report deviations. 
Review and check accuracy of departure lists. 
Seek information on departing guests from other departments in a timely manner to facilitate preparation of account. 
Generate guest accounts and check for accuracy. 
Explain account clearly and courteously and process payments. 
Recover and process keys or electronic cards. 
Action or refer guest requests for departure assistance. 
Process express checkouts according to organisational procedures as required. 
Follow procedures for group checkout. 
Prepare and update front office records within designated timelines. 
Follow organisational policy in regard to room changes, no shows, extensions and early departures. 
Distribute reports and records to the appropriate departments within designated timelines. 
Reduce waste by minimising use of printed materials. 

Forms

Assessment Cover Sheet

SITHACS303 - Provide accommodation reception services
Assessment task 1: [title]

Student name:

Student ID:

I declare that the assessment tasks submitted for this unit are my own work.

Student signature:

Result: Competent Not yet competent

Feedback to student

 

 

 

 

 

 

 

 

Assessor name:

Signature:

Date:

Assessment Record Sheet

SITHACS303 - Provide accommodation reception services

Student name:

Student ID:

Assessment task 1: [title] Result: Competent Not yet competent

(add lines for each task)

Feedback to student:

 

 

 

 

 

 

 

 

Overall assessment result: Competent Not yet competent

Assessor name:

Signature:

Date:

Student signature:

Date: