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Evidence Guide: SITHACS001B - Provide accommodation reception services

Student: __________________________________________________

Signature: _________________________________________________

Tips for gathering evidence to demonstrate your skills

The important thing to remember when gathering evidence is that the more evidence the better - that is, the more evidence you gather to demonstrate your skills, the more confident an assessor can be that you have learned the skills not just at one point in time, but are continuing to apply and develop those skills (as opposed to just learning for the test!). Furthermore, one piece of evidence that you collect will not usualy demonstrate all the required criteria for a unit of competency, whereas multiple overlapping pieces of evidence will usually do the trick!

From the Wiki University

 

SITHACS001B - Provide accommodation reception services

What evidence can you provide to prove your understanding of each of the following citeria?

Prepare for guest arrival.

  1. Prepare reception area for service and check all necessary equipment prior to use.
  2. Check and review daily arrival details prior to guest arrival.
  3. Allocate rooms according to guest requirements and enterprise policy.
  4. Follow up uncertain arrivals or reservations according to enterprise procedures.
  5. Compile and distribute accurate arrivals lists to relevant people or departments.
  6. Inform colleagues and other departments about special situations or requests in a timely manner.
Prepare reception area for service and check all necessary equipment prior to use.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Check and review daily arrival details prior to guest arrival.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Allocate rooms according to guest requirements and enterprise policy.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Follow up uncertain arrivals or reservations according to enterprise procedures.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Compile and distribute accurate arrivals lists to relevant people or departments.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Inform colleagues and other departments about special situations or requests in a timely manner.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Welcome and register guests.

  1. Welcome guests warmly and courteously.
  2. Confirm details of reservation with guests.
  3. Follow enterprise procedures for guests registering with or without reservations, and complete registration within acceptable timeframes and according to enterprise security requirements.
  4. Follow correct accounting procedures according to enterprise practices.
  5. Explain relevant details clearly to guests, such as room key or electronic card, guest mail, messages and safety deposit facility arrangements.
  6. Follow correct enterprise procedures where rooms are not immediately available or overbooking has occurred in order to minimise guest inconvenience.
  7. Monitor arrivals and check actual arrivals against expected arrivals, reporting deviations according to enterprise procedures.
Welcome guests warmly and courteously.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Confirm details of reservation with guests.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Follow enterprise procedures for guests registering with or without reservations, and complete registration within acceptable timeframes and according to enterprise security requirements.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Follow correct accounting procedures according to enterprise practices.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Explain relevant details clearly to guests, such as room key or electronic card, guest mail, messages and safety deposit facility arrangements.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Follow correct enterprise procedures where rooms are not immediately available or overbooking has occurred in order to minimise guest inconvenience.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Monitor arrivals and check actual arrivals against expected arrivals, reporting deviations according to enterprise procedures.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Organise guest departure.

  1. Review departure lists, checking for accuracy.
  2. Seek information on departing guests from other departments in a timely manner to facilitate preparation of account.
  3. Generate guest accounts and check for accuracy.
  4. Explain account clearly and courteously to guests, process accounts, and receive and process payments.
  5. Recover keys or electronic cards from guests and process correctly.
  6. Action guest requests for assistance with departure courteously, or refer requests to the appropriate department for follow up.
  7. Process express checkouts according to enterprise procedures where appropriate.
  8. Follow correct procedures for group checkout and process accounts according to enterprise procedures.
Review departure lists, checking for accuracy.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Generate guest accounts and check for accuracy.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Explain account clearly and courteously to guests, process accounts, and receive and process payments.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Recover keys or electronic cards from guests and process correctly.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Action guest requests for assistance with departure courteously, or refer requests to the appropriate department for follow up.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Process express checkouts according to enterprise procedures where appropriate.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Follow correct procedures for group checkout and process accounts according to enterprise procedures.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Prepare front office records and reports.

  1. Prepare and update front office records within designated timelines.
  2. Follow correct enterprise policy in regard to room changes, no shows, extensions and early departures.
  3. Distribute reports and records to the appropriate departments within designated timelines.
Prepare and update front office records within designated timelines.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Follow correct enterprise policy in regard to room changes, no shows, extensions and early departures.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Minimise waste of printed materials.

  1. Minimise use of printed materials and maximise electronic transmission and filing of all documents to reduce waste and negative environmental impacts.
Minimise use of printed materials and maximise electronic transmission and filing of all documents to reduce waste and negative environmental impacts.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Assessed

Teacher: ___________________________________ Date: _________

Signature: ________________________________________________

Comments:

 

 

 

 

 

 

 

 

Instructions to Assessors

Evidence Guide

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 industry-realistic 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 industry-current 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

role-play 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 third-party workplace reports of on-the-job performance by the candidate.

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

SITTTSL007B Receive and process reservations

SITTTSL010B Control reservations or operations using a computerised system

SITXCCS001B Provide visitor information

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.

Required Skills and Knowledge

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

high-level 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:

in-depth product knowledge of the accommodation venue

reservations and bookings terminology

check-in and check-out 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 (e.g. direct, travel agents, booking centres, inbound tour operators and online)

local tourism operators promoted by reception.

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.