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Evidence Guide: SITHACS303 - 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

 

SITHACS303 - 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 prior to guest arrival.
  3. Allocate rooms according to guest requirements and organisational policy.
  4. Follow up 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 prior to guest arrival.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Allocate rooms according to guest requirements and organisational policy.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Follow up 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 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 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

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:

check-in and check-out 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

industry-current 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 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.

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:

BSBFIA301A Maintain financial records

SITTTSL305 Process reservations

SITTTSL308 Use a computerised reservations or operations system.

Required Skills and Knowledge

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

problem-solving skills to respond to check-in, check-out 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:

check-in and check-out

guest accounts

product codes

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

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.