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Elements and Performance Criteria

  1. Prepare for guest arrival.
  2. Welcome and register guests.
  3. Organise guest departure.
  4. Prepare front office records and reports.
  5. Minimise waste of printed materials.

Required Skills

This section describes the essential skills and knowledge and their level required for this unit

The following skills must be assessed as part of this unit

verbal and written use of reservations jargon and system and product codes

highlevel interpersonal communication skills to provide quality customer service to a diverse customer base

literacy skills to read and interpret reservation information such as customer files customer requests and accommodation type and costing information

writing skills to create customer files and to document succinctly complex customer requests and any conditions specifically applicable to the guest stay

numeracy skills to prepare present and explain guest accounts and occupancy reports and statistics

The following knowledge must be assessed as part of this unit

indepth product knowledge of the accommodation venue

reservations and bookings terminology

checkin and checkout procedures for groups and individuals

documentation received and issued in an accommodation reception desk context

types of reports handled or generated by the front desk including arrival and departure lists occupancy rates guest feedback summaries and accounting reports

front desk security systems including issuing of keys or electronic cards and safety deposit arrangements

range of needs and expectations of different types of guests

relationships between the front desk and other areas of operation including housekeeping food and beverage service and maintenance

relationships between accommodation establishments and other sectors of the tourism industry in relation to their impact on front office operations including

different sources of reservations eg direct travel agents booking centres inbound tour operators and online

local tourism operators promoted by reception

Evidence Required

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

Critical aspects for assessment and evidence required to demonstrate competency

Evidence of the following is essential

ability to check daily arrivals accurately allocate rooms check guests in and out of their accommodation and complete invoicing of guest charges within typical workplace time constraints

ability to complete guest registration and departure and reporting documentation accurately and on multiple occasions

ability to provide accommodation reception services for different customer types with various reservation requirements in a range of accommodation types

Context of and specific resources for assessment

Assessment must ensure

demonstration of skills within a fully equipped industryrealistic accommodation front office environment as defined in the Assessment Guidelines using appropriate telephones computers and printers

access to a computerised or manual front office reception system currently used by hospitality industry operators to control guest registration and accounting function

use of industrycurrent front office reservations accounting and reporting documentation

interaction with others to demonstrate the interpersonal communication aspects of this unit

Methods 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 candidate providing arrival and departure services including financial transactions

roleplay to assess ability to deal with differing customer queries requests or complaints

case studies to complete arrival or departure processes and documentation for different customer scenarios

written and oral questioning or interview to test knowledge of the accommodation product and the relationships between different sectors of the tourism industry

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

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

Holistic assessment with other units relevant to the industry sector workplace and job role is recommended for example

SITTTSLB Receive and process reservations

SITTTSL007B Receive and process reservations

SITTTSLB Control reservations or operations using a computerised system

SITTTSL010B Control reservations or operations using a computerised system

SITXCCSB Provide visitor information

SITXCCS001B Provide visitor information

SITXFINA Maintain financial records

SITXFIN002A Maintain financial records.

Assessing employability skills

Employability skills are integral to effective performance in the workplace and are broadly consistent across industry sectors How these skills are applied varies between occupations and qualifications due to the different work functions and contexts

Employability skills embedded in this unit should be assessed holistically with other relevant units that make up the skill set or qualification and in the context of the job role


Range Statement

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 in the performance criteria is detailed below.

Guests may be:

individuals

groups

international tourists

domestic tourists

business travellers

attendees at events, conferences, meetings and functions.

Reservation details may include:

name

contact details

arrival and departure times

length of stay

type of accommodation required and bed configuration

payment details

special requests

rates and discounts.

Accounting procedures may relate to:

credit card payments

prepayments

deposits

vouchers and discount rates

group rates

refunds

checking final guest accounts

payments for additional services such as telephone calls, meals and mini-bar

issuing receipts.

Assistance with departure may include:

organising transport

making forward bookings

luggage assistance.

Front office records may include:

paper-based or electronically transmitted materials

occupancy reports

arrival and departure lists

lost and found information.