Unit of competency details

SITHACS008 - Provide accommodation reception services (Release 1)

Summary

Releases:
ReleaseStatusRelease date
1 1 (this release)Current 03/Mar/2016

Usage recommendation:
Current
Mapping:
MappingNotesDate
Supersedes and is equivalent to SITHACS303 - Provide accommodation reception services• Equivalent •Unit updated to meet the Standards for Training Packages. 02/Mar/2016


Training packages that include this unit

Classifications

SchemeCodeClassification value
ASCED Module/Unit of Competency Field of Education Identifier 110101 Hospitality 

Classification history

SchemeCodeClassification valueStart dateEnd date
ASCED Module/Unit of Competency Field of Education Identifier 110101 Hospitality 09/Aug/2016 
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Unit Of competency

Modification History

Not applicable.

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.

Pre-requisite Unit

Nil

Competency Field

Accommodation Services

Unit Sector

Hospitality

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.

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 of Conditions

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.

Unit Mapping Information

SITHACS303 Provide accommodation reception services

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.education.gov.au/Pages/TrainingDocs.aspx?q=68c40a93-e51d-4e0f-bc06-899dff092694

 

Assessment requirements

Modification History

Not applicable.

Performance Evidence

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.

Knowledge Evidence

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.

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.education.gov.au/Pages/TrainingDocs.aspx?q=68c40a93-e51d-4e0f-bc06-899dff092694

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