Unit of Competency Mapping – Information for Teachers/Assessors – Information for Learners

SITHACS008 Mapping and Delivery Guide
Provide accommodation reception services

Version 1.0
Issue Date: April 2024


Qualification -
Unit of Competency SITHACS008 - Provide accommodation reception services
Description
Employability Skills
Learning Outcomes and Application 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. The unit applies to all types of commercial accommodation, and to individuals who staff the reception area. They use 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.No occupational licensing, certification or specific legislative requirements apply to this unit at the time of publication.
Duration and Setting X weeks, nominally xx hours, delivered in a classroom/online/blended learning setting.

Skills must be demonstrated in an operational commercial accommodation environment. This can be:

an industry workplace

a simulated industry environment.

Assessment must ensure access to:

fixtures and electronic equipment:

cashiering facilities, credit card and electronic funds transfer at point of sale (EFTPOS) facilities

computers, printers and scanners

filing or storage cabinets

photocopier

reception desk or sales counter

telephone lines and equipment

organisational specifications:

arrival and departure lists

reservations, accounting and reporting data

industry-current front office reservations, accounting and reporting system

guests requiring accommodation reception services with whom the individual can interact; these can be:

guests in an industry workplace who are assisted by the individual during the assessment process; or

individuals who participate in role plays or simulated activities, set up for the purpose of assessment, in a simulated industry environment operated within a training organisation.

Assessors must satisfy the Standards for Registered Training Organisations’ requirements for assessors; and:

have worked in industry for at least three years where they have applied the skills and knowledge of this unit of competency.
Prerequisites/co-requisites
Competency Field Accommodation Services
Development and validation strategy and guide for assessors and learners Student Learning Resources Handouts
Activities 		Slides
PPT 		Assessment 1 Assessment 2 Assessment 3 Assessment 4
Elements of Competency Performance Criteria              
Element: Prepare for guest arrival.
  • Prepare and check reception area and equipment.
  • Check and review daily arrival details.
  • Allocate rooms according to guest requirements and organisational policy.
  • Follow-up and confirm uncertain arrivals or reservations.
  • Compile and distribute accurate arrivals information to relevant colleagues, including special situations or requests.
       
Element: Welcome and register guests.
  • 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 as required 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.
       
Element: Organise guest departure.
  • 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.
       
Element: Prepare front office records and reports.
  • 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.
       


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.

ELEMENTS

PERFORMANCE CRITERIA

Elements describe the essential outcomes.

Performance criteria describe the performance needed to demonstrate achievement of the element.

1. Prepare for guest arrival.

1.1.Prepare and check reception area and equipment.

1.2.Check and review daily arrival details.

1.3.Allocate rooms according to guest requirements and organisational policy.

1.4.Follow-up and confirm uncertain arrivals or reservations.

1.5.Compile and distribute accurate arrivals information to relevant colleagues, including special situations or requests.

2. Welcome and register guests.

2.1.Welcome guests courteously, confirm reservation details and seek opportunities to upsell when appropriate.

2.2.Complete registration procedures according to organisational security requirements.

2.3.Follow accounting procedures.

2.4.Provide arrival information as required to guests.

2.5.Follow organisational procedures where rooms are not immediately available or overbooking has occurred, in order to minimise guest inconvenience.

2.6.Monitor activity against expected arrivals and report deviations.

3. Organise guest departure.

3.1.Review and check accuracy of departure lists.

3.2.Seek information on departing guests from other departments in a timely manner to facilitate preparation of account.

3.3.Generate guest accounts and check for accuracy.

3.4.Explain account clearly and courteously and process payments.

3.5.Recover and process keys or electronic cards.

3.6.Action or refer guest requests for departure assistance.

3.7.Process express checkouts according to organisational procedures as required.

3.8.Follow procedures for group checkout.

4. Prepare front office records and reports.

4.1.Prepare and update front office records within designated timelines.

4.2.Follow organisational policy in regard to room changes, no-shows, extensions and early departures.

4.3.Distribute reports and records to the appropriate departments within designated timelines.

4.4.Reduce waste by minimising use of printed materials.

Evidence of the ability to complete tasks outlined in elements and performance criteria of this unit in the context of the job role and:

check-in and check-out at least six different guests, providing each of the following services:

registration:

confirmation of personal and reservation details

allocation of room and key or electronic card

arrival information required by guest:

messages

products and services

safety deposit facility arrangements

security arrangements

accounting procedures:

invoicing guest charges

departure assistance:

luggage assistance

making forward bookings

organising transport

complete accurate front office reports and records for each of the above reception services.

Demonstrated knowledge required to complete the tasks outlined in elements and performance criteria of this unit:

reservations terminology

relationships between front desk and other operational areas:

housekeeping

food and beverage service

maintenance

organisational protocols and procedures for handling or generating the following front office reports:

accounting reports

arrival and departure data

occupancy rates

guest feedback summaries

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:

issuing of keys or electronic cards

safety deposit arrangements.

Submission Requirements

List each assessment task's title, type (eg project, observation/demonstration, essay, assignment, 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.

ELEMENTS

PERFORMANCE CRITERIA

Elements describe the essential outcomes.

Performance criteria describe the performance needed to demonstrate achievement of the element.

1. Prepare for guest arrival.

1.1.Prepare and check reception area and equipment.

1.2.Check and review daily arrival details.

1.3.Allocate rooms according to guest requirements and organisational policy.

1.4.Follow-up and confirm uncertain arrivals or reservations.

1.5.Compile and distribute accurate arrivals information to relevant colleagues, including special situations or requests.

2. Welcome and register guests.

2.1.Welcome guests courteously, confirm reservation details and seek opportunities to upsell when appropriate.

2.2.Complete registration procedures according to organisational security requirements.

2.3.Follow accounting procedures.

2.4.Provide arrival information as required to guests.

2.5.Follow organisational procedures where rooms are not immediately available or overbooking has occurred, in order to minimise guest inconvenience.

2.6.Monitor activity against expected arrivals and report deviations.

3. Organise guest departure.

3.1.Review and check accuracy of departure lists.

3.2.Seek information on departing guests from other departments in a timely manner to facilitate preparation of account.

3.3.Generate guest accounts and check for accuracy.

3.4.Explain account clearly and courteously and process payments.

3.5.Recover and process keys or electronic cards.

3.6.Action or refer guest requests for departure assistance.

3.7.Process express checkouts according to organisational procedures as required.

3.8.Follow procedures for group checkout.

4. Prepare front office records and reports.

4.1.Prepare and update front office records within designated timelines.

4.2.Follow organisational policy in regard to room changes, no-shows, extensions and early departures.

4.3.Distribute reports and records to the appropriate departments within designated timelines.

4.4.Reduce waste by minimising use of printed materials.

Specifies different work environments and conditions that may affect performance. Essential operating conditions that may be present (depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts) are included.

Range is restricted to essential operating conditions and any other variables essential to the work environment.

Reservation details must 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 must include procedures for:

credit card payments

deposits

group rates

issuing receipts

pre-payments

vouchers and discount rates

credit card payments.

Front office records must 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. 
Allocate rooms according to guest requirements and organisational policy. 
Follow-up and confirm 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 as required 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

SITHACS008 - 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

SITHACS008 - 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: