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Follow the links below to find material targeted to the unit's elements, performance criteria, required skills and knowledge

Elements and Performance Criteria

1. Manage bookings.
   • Coordinate bookings via all booking platforms and record in booking system.
   • Identify and resolve conflict of booking dates or double bookings.
   • Manage deposits and provide cancellation and refund information.
   • Provide accurate information to potential guests about property features, facilities and local area.
2. Manage guest stay.
   • Manage reception, check in, property access and support services.
   • Manage guest payments.
   • Receive and respond to special requests from guests.
   • Manage housekeeping services, cleaning and inventory maintenance.
   • Manage resolution of complaints and guest dissatisfaction.
   • Follow check out procedures.
   • Survey guest experience.
   • Monitor and respond to guest comments and feedback on property.
3. Market property for short-term letting.
   • Identify and document property features.
4. Identify and document rates for short-term letting based on seasonal factors, minimum stay and owner instructions.
5. Prepare marketing and communication materials based on property features and owner instructions.
6. Confirm property marketing plan with owner, including budget, fees and charges.
7. Implement property marketing activities.
8. Monitor effectiveness of property marketing activities and communicate recommendations for changes to marketing plan to owner.
   • Coordinate bookings via all booking platforms and record in booking system.
9. Identify and resolve conflict of booking dates or double bookings.
10. Manage deposits and provide cancellation and refund information.
11. Provide accurate information to potential guests about property features, facilities and local area.
    • Manage reception, check in, property access and support services.
12. Manage guest payments.
13. Receive and respond to special requests from guests.
14. Manage housekeeping services, cleaning and inventory maintenance.
15. Manage resolution of complaints and guest dissatisfaction.
16. Follow check out procedures.
17. Survey guest experience.
18. Monitor and respond to guest comments and feedback on property.
19. Manage property condition.
    • Conduct and record property inspection.
20. Respond to issues with property condition arising from guest stay.
21. Identify and document repairs required to property.
22. Communicate repair requirements with owner and obtain instructions.
23. Organise and manage repairs based on owner instructions, quotes obtained and specified standards.
24. Provide property reports.
    • Produce reports for owner including occupancy/vacancy rates, income and expenses.
25. Identify opportunities for improvements to property or marketing to achieve optimum occupancy rates.
26. Communicate reports, including opportunities for improvement, to owner and take instructions for additional agency services.