SAQA All qualifications and part qualifications registered on the National Qualifications Framework are public property. Thus the only payment that can be made for them is for service and reproduction. It is illegal to sell this material for profit. If the material is reproduced or quoted, the South African Qualifications Authority (SAQA) should be acknowledged as the source.
SOUTH AFRICAN QUALIFICATIONS AUTHORITY 
REGISTERED QUALIFICATION THAT HAS PASSED THE END DATE: 

National Certificate: Tourism: Reception 
SAQA QUAL ID QUALIFICATION TITLE
20513  National Certificate: Tourism: Reception 
ORIGINATOR
SGB Hospitality,Tourism,Travel, Leisure and Gaming 
PRIMARY OR DELEGATED QUALITY ASSURANCE FUNCTIONARY NQF SUB-FRAMEWORK
CATHSSETA - Culture, Arts, Tourism, Hospitality and Sports Education and Training Authority  OQSF - Occupational Qualifications Sub-framework 
QUALIFICATION TYPE FIELD SUBFIELD
National Certificate  Field 11 - Services  Hospitality, Tourism, Travel, Gaming and Leisure 
ABET BAND MINIMUM CREDITS PRE-2009 NQF LEVEL NQF LEVEL QUAL CLASS
Undefined  132  Level 4  NQF Level 04  Regular-Unit Stds Based 
REGISTRATION STATUS SAQA DECISION NUMBER REGISTRATION START DATE REGISTRATION END DATE
Passed the End Date -
Status was "Registered" 
SAQA 0938/01  2001-10-10  2004-10-10 
LAST DATE FOR ENROLMENT LAST DATE FOR ACHIEVEMENT
2005-10-10   2008-10-10  

In all of the tables in this document, both the pre-2009 NQF Level and the NQF Level is shown. In the text (purpose statements, qualification rules, etc), any references to NQF Levels are to the pre-2009 levels unless specifically stated otherwise.  

This qualification does not replace any other qualification and is not replaced by any other qualification. 

PURPOSE AND RATIONALE OF THE QUALIFICATION 
In the context of the tourism industry, this qualification will enable professional support to maintaining customer satisfaction. A qualifying learner will able to contribute positively towards reception within the tourism industry as a part of Southern Africa`s tourism sector.

A leaner who has achieved this qualification will be capable of combining a range of self-organisation and life-long learning skills with a working knowledge of Southern African tourism issues, and intergrating these within a context to produce a multi-skilled practice.

In addition they will be positioned to further their learning, practice and career within the tourism industry - either at further levels or in other areas of practice. Expansion into other sub-sectors of tourism is also possible. 

LEARNING ASSUMED TO BE IN PLACE AND RECOGNITION OF PRIOR LEARNING 
It is assumed that learners wishing to enter a programme leading to this qualification have literacy, numeracy and communication equivalent to NQF Level 3.

Recognition of prior learning:

This qualification may be achieved in part or in whole through the recognition of prior learning. 

RECOGNISE PREVIOUS LEARNING? 

EXIT LEVEL OUTCOMES 
On achieving this qualification, the learner will be able to:

1. Maintain, determine, record and confirm bookings.
2. Maintain the workplace environment.
3. Run a front desk operation.
4. Maintain a bookkeeping system.
5. Prepare customer accounts and deal with departures in accordance with organisational requirements to ensure a smooth check process.
6. Ensure that the satisfaction of customer is maintained through effective communication. This includes all aspects of customer care especially dealing with complaints and request.
7. The learner must at all times ensure that security procedures and hygiene standards are compiled with when receiving, storing and issuing goods in the workplace.
8. Operate a payment point and process payments.
9. Recognise, calculate and exchange foreign cash and travellers cheques.
10. Reflect on what they have learnt about themselves as a learner. 

ASSOCIATED ASSESSMENT CRITERIA 
Integrated assessment at the level of qualification provides an opportunity for learners to show that they are able to integrate concepts, ideas and actions across unit standards to achieve competence that is grounded and coherent in relation to the purpose of the qualification.

Integrated assessment must judge the quality of the observable performance, but also the quality of the thinking that lies behind it. Assessment tools must encourage learners to give an account of the thinking and decision-making that underpin their demonstrated performance. Some assessment practices will be of a more practical nature while others will be of a more theoretical nature. The ration between action and interpretation is not fixed, but varied according to the type of level of qualification.

A broad range of task-orientated and theoretical assessment tools may be used, with the distinction between practical knowledge and disciplinary knowledge maintained so that each takes its rightful place.

In particular assessors should check for:

The learner must demonstrate an ability to consider a range of options and make decisions about:

1. Ways to solve the problems regarding the safe storage of luggage such as suspicious items, uncollected luggage, damaged customer property, pests in the store room.
2. Prioritising the collection and deliveries of all items such as customer sundries, postal items, official documents, customer/official messages, payments to correct locations.
3. What action to take regarding unexpected situations such as special customer requests, rude/aggressive customers, tour fully booked, no booking found, cannot meet customer needs.
4. Account adjustments, enter charges and account adjustments such as charges, allowances or discounts, refunds, deposits or prepayments, transfers on guests accounts using a manual or computerised system.
5. In situations such as discrepancies with cash, shortage of supplies/change customer disputes, float shortages, problems with customer payments, equipment malfunctions, counterfeit money/suspected card/cheque fraud, errors or voids, decide whether to deal with the situation directly or request assistance from the supervisor/manager.

The learner must demonstrate an understanding of:

1. Reasons for having procedures in place for the prevention of fraud.
2. Describe the impact on security and safety of moving cash and cash equivalents.
3. Explain the importance of knowing what facilities are available for guests such as people with disabilities, the elderly, small children, a person using a walking stick or aid with mobility difficulties, and how to assist them.
4. Their role within the tourism industry.
5. The importance of the tourism industry as a whole and reception as part of that system.
6. The importance of quality within the tourism industry.
7. Complexity, intricacies and dynamic nature of the tourism industry.

The learner must demonstrate an ability to:

1. Process payments following correct procedure using a manual or computerised system.
2. Run a front desk operation and use sales techniques to maximise profit for the organisation.
3. Deal with complaints and requests.
4. Manage the arrival, reception and registration of guests. 

INTERNATIONAL COMPARABILITY 
International comparability:

The standards for the tourism industry with specific reference to reception, have been compared against Australian standards and how a substantial degree of similarity. This qualification is therefore comparable to the equivalent Australian qualification. However, incorporating these unit standards into a tourism qualification adds a specific South African angle to the qualification, which enhances portability within the broader tourism industry. 

MODERATION OPTIONS 
1. Anyone assessing a learner against this qualification must be registered as an assessor with the relevant ETQA.
2. Any institution offering learning that will enable achievement of this qualification, or assessment against this qualification must be accredited as a provider with the relevant ETQA.
3. Moderation of assessment will be overseen by the relevant ETQA according to agreed ETQA procedures.

Therefore anyone wishing to be assessed against this qualification may apply to be assessed by an assessment agency, assessor or provider institution which is accredited by the relevant ETQA. 

NOTES 
Notes on the Fundamental Unit Standards of the qualification:

Technology
The learner must choose a minimum of 6 credits relating to Technology or Information Technology. This may include the Unit Standard entitled:
  • Operate a PC (EUC2) (NQF2, 6 credits)
    Or any other Technology or Information Technology Standard on the National Qualifications Framework at Level One or above.

    Research
    The learner must choose a minimum of 6 credits which must include the Unit Standard entitled:
  • Plan and Conduct Research (NQF 4, 6 credits)

    Communication and Language
    The learner must choose a minimum of 20 credits which must include the Unit Standards entitled:
  • Analyse and Understand Social Issues (NQF 4, 4 credits)
  • Function in a Team (NQF 4, 4 credits)
  • Interact Orally and in Writing in the Workplace (NQF 4, 10 credits)
    Plus any two credits on the National Qualifications Framework at Level One or above.

    Numeracy
    The learner must choose a minimum of 16 credits which must include the Unit Standard entitled:
  • Collate, Understand & Communicate Workplace Data (NQF 4, 5 credits)
    Plus any 11 credits on the National Qualifications Framework at Level One or above. 

  • UNIT STANDARDS: 
      ID UNIT STANDARD TITLE PRE-2009 NQF LEVEL NQF LEVEL CREDITS
    Core  7793  Describe layout, services and facilities of the organisation  Level 2  NQF Level 02 
    Core  8493  Maintain occupational health and safety  Level 2  NQF Level 02 
    Core  8600  Care for Customers  Level 4  NQF Level 04 
    Core  8555  Contribute to information distribution regarding HIV/AIDS in the workplace  Level 4  NQF Level 04 
    Core  8490  Contribute to sustainable tourism in South Africa  Level 4  NQF Level 04 
    Core  8480  Introduce South Africa to tourists  Level 4  NQF Level 04 
    Core  8598  Introduce South African heritage to tourists  Level 4  NQF Level 04 
    Core  7836  Monitor customer satisfaction  Level 4  NQF Level 04 
    Core  8553  Operate in a business  Level 4  NQF Level 04 
    Core  8551  Oversee arrival and departure of customers  Level 4  NQF Level 04 
    Fundamental  7547  Operate a personal computer system  Level 2  NQF Level 02 
    Fundamental  8618  Organise oneself in the workplace  Level 2  NQF Level 02 
    Fundamental  8591  Analyse and understand social issues  Level 4  NQF Level 04 
    Fundamental  9015  Apply knowledge of statistics and probability to critically interrogate and effectively communicate findings on life related problems  Level 4  NQF Level 04 
    Fundamental  8558  Collate, understand and communicate workplace data  Level 4  NQF Level 04 
    Fundamental  8570  Demonstrate an understanding of issues affecting people with special needs  Level 4  NQF Level 04 
    Fundamental  8612  Demonstrate an understanding of societal values and ethics  Level 4  NQF Level 04 
    Fundamental  8561  Function in a Team  Level 4  NQF Level 04 
    Fundamental  8556  Interact orally and in writing in the workplace  Level 4  NQF Level 04  10 
    Fundamental  12417  Measure, estimate & calculate physical quantities & explore, critique & prove geometrical relationships in 2 and 3 dimensional space in the life and workplace of adult with increasing responsibilities  Level 4  NQF Level 04 
    Fundamental  8559  Plan and conduct research  Level 4  NQF Level 04 
    Fundamental  8975  Read analyse and respond to a variety of texts  Level 4  NQF Level 04 
    Fundamental  7483  Solve problems involving sequences and series in real and simulated situations  Level 4  NQF Level 04 
    Fundamental  7468  Use mathematics to investigate and monitor the financial aspects of personal, business, national and international issues  Level 4  NQF Level 04 
    Elective  7663  Handle mail, messages and written communications  Level 2  NQF Level 02 
    Elective  7700  Provide a collection and delivery service  Level 2  NQF Level 02 
    Elective  7698  Store and handle customer and establishment property  Level 2  NQF Level 02 
    Elective  7706  Maintain a Booking System  Level 3  NQF Level 03 
    Elective  7820  Operate a payment point and process payments  Level 3  NQF Level 03 
    Elective  7718  Prepare Customer Accounts and Deal with Departures  Level 3  NQF Level 03 
    Elective  7703  Provide Customer Information and Book External Services  Level 3  NQF Level 03 
    Elective  7846  Maintain the cleaning programme for own area of responsibility  Level 4  NQF Level 04 
    Elective  7839  Maintain the receipt, storage and issue of goods  Level 4  NQF Level 04 
    Elective  7726  Maintain Practices and Procedures for Handling Foreign Cash/ Cash Equivalent  Level 5  Level TBA: Pre-2009 was L5 
    Elective  7730  Maintain the Portering/ Concierge Service  Level 5  Level TBA: Pre-2009 was L5 
    Elective  7866  Plan, organise and monitor work in own area of responsibility  Level 5  Level TBA: Pre-2009 was L5 
    Elective  7729  Maintain the Front Office Service  Level 6  Level TBA: Pre-2009 was L6 


    LEARNING PROGRAMMES RECORDED AGAINST THIS QUALIFICATION: 
     
    NONE 


    PROVIDERS CURRENTLY ACCREDITED TO OFFER THIS QUALIFICATION: 
    This information shows the current accreditations (i.e. those not past their accreditation end dates), and is the most complete record available to SAQA as of today. Some Primary or Delegated Quality Assurance Functionaries have a lag in their recording systems for provider accreditation, in turn leading to a lag in notifying SAQA of all the providers that they have accredited to offer qualifications and unit standards, as well as any extensions to accreditation end dates. The relevant Primary or Delegated Quality Assurance Functionary should be notified if a record appears to be missing from here.
     
    1. African Global Skills Academy Pty Ltd 
    2. Tourism World Pty Limited 



    All qualifications and part qualifications registered on the National Qualifications Framework are public property. Thus the only payment that can be made for them is for service and reproduction. It is illegal to sell this material for profit. If the material is reproduced or quoted, the South African Qualifications Authority (SAQA) should be acknowledged as the source.