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Evidence Guide: SITHACS008 - 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

 

SITHACS008 - 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 and check reception area and equipment.
  2. Check and review daily arrival details.
  3. Allocate rooms according to guest requirements and organisational policy.
  4. Follow-up and confirm uncertain arrivals or reservations.
  5. Compile and distribute accurate arrivals information to relevant colleagues, including special situations or requests.
Prepare and check reception area and equipment.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Check and review daily arrival details.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Allocate rooms according to guest requirements and organisational policy.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Follow-up and confirm uncertain arrivals or reservations.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Welcome and register guests.

  1. Welcome guests courteously, confirm reservation details and seek opportunities to upsell when appropriate.
  2. Complete registration procedures according to organisational security requirements.
  3. Follow accounting procedures.
  4. Provide arrival information as required to guests.
  5. Follow organisational procedures where rooms are not immediately available or overbooking has occurred, in order to minimise guest inconvenience.
  6. Monitor activity against expected arrivals and report deviations.
Welcome guests courteously, confirm reservation details and seek opportunities to upsell when appropriate.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Complete registration procedures according to organisational security requirements.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Follow accounting procedures.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Provide arrival information as required to guests.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Monitor activity against expected arrivals and report deviations.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Organise guest departure.

  1. Review and check accuracy of departure lists.
  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 and process payments.
  5. Recover and process keys or electronic cards.
  6. Action or refer guest requests for departure assistance.
  7. Process express checkouts according to organisational procedures as required.
  8. Follow procedures for group checkout.
Review and check accuracy of departure lists.

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 and process payments.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Recover and process keys or electronic cards.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Action or refer guest requests for departure assistance.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Process express checkouts according to organisational procedures as required.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Follow procedures for group checkout.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Prepare front office records and reports.

  1. Prepare and update front office records within designated timelines.
  2. Follow organisational policy in regard to room changes, no-shows, extensions and early departures.
  3. Distribute reports and records to the appropriate departments within designated timelines.
  4. Reduce waste by minimising use of printed materials.
Prepare and update front office records within designated timelines.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Follow organisational 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:

 

 

 

 

 

 

 

Reduce waste by minimising use of printed materials.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Assessed

Teacher: ___________________________________ Date: _________

Signature: ________________________________________________

Comments:

 

 

 

 

 

 

 

 

Instructions to Assessors

Evidence Guide

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.

Required Skills and Knowledge

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.

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.