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.
Elements and Performance Criteria
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 Performance
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.
Evidence of Knowledge
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.
Assessment Conditions
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.
Foundation Skills
Foundation skills essential to performance in this unit, but not explicit in the performance criteria are listed here, along with a brief context statement. | |
SKILLS | DESCRIPTION |
Writing skills to | record guest and accounting information in front office systems. |
Oral communication skills to: | interact positively with guests. |
Numeracy skills to: | respond to queries regarding guest accounts and service charges. |
Technology skills to: | enter and retrieve information using computerised front office systems and software. |
Range Statement
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. |
Sectors
Hospitality
Competency Field
Accommodation Services