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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. Prepare for guest arrival.
  2. Welcome and register guests.
  3. Organise guest departure.
  4. Prepare front office records and reports.

Required Skills

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

problemsolving skills to respond to checkin checkout 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

checkin and checkout

guest accounts

product codes

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

Evidence Required

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

checkin and checkout 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

industrycurrent 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 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

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

BSBFIAA Maintain financial records

BSBFIA301A Maintain financial records

SITTTSL Process reservations

SITTTSL Use a computerised reservations or operations system


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, 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.