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SOUTH AFRICAN QUALIFICATIONS AUTHORITY 
REGISTERED UNIT STANDARD THAT HAS PASSED THE END DATE: 

Deal with the Arrival of Customers 
SAQA US ID UNIT STANDARD TITLE
7710  Deal with the Arrival of Customers 
ORIGINATOR
SGB Hospitality,Tourism,Travel, Leisure and Gaming 
PRIMARY OR DELEGATED QUALITY ASSURANCE FUNCTIONARY
-  
FIELD SUBFIELD
Field 11 - Services Hospitality, Tourism, Travel, Gaming and Leisure 
ABET BAND UNIT STANDARD TYPE PRE-2009 NQF LEVEL NQF LEVEL CREDITS
Undefined  Regular  Level 3  NQF Level 03 
REGISTRATION STATUS REGISTRATION START DATE REGISTRATION END DATE SAQA DECISION NUMBER
Passed the End Date -
Status was "Reregistered" 
2009-11-03  2011-07-31  SAQA 0160/05 
LAST DATE FOR ENROLMENT LAST DATE FOR ACHIEVEMENT
2012-07-31   2015-07-31  

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 unit standard does not replace any other unit standard and is not replaced by any other unit standard. 

PURPOSE OF THE UNIT STANDARD 
The learner will be able to deal with the arrival of customers in a polite and professional manner in accordance with organisational requirements 

LEARNING ASSUMED TO BE IN PLACE AND RECOGNITION OF PRIOR LEARNING 
None 

UNIT STANDARD OUTCOME HEADER 
Demonstrated knowledge and understanding 

Specific Outcomes and Assessment Criteria: 

SPECIFIC OUTCOME 1 
Demonstrated knowledge and understanding 
OUTCOME NOTES 
Explain the importance of obtaining documentation correctly completed by the guest in terms of the legal requirements and impact on safety for the establishment.

Explain why a good knowledge of services and facilities is required and how this affects the promotion of the establishment.

Explain the importance of distributing guest arrival information to other departments.

Explain why it is important to greet guests in a welcoming manner, in terms of professionalism.

Explain the reasons for establishing credit details from a guest in accordance with organisational requirements. 

ASSESSMENT CRITERIA
 

ASSESSMENT CRITERION 1 
Demonstrated knowledge and understanding 
ASSESSMENT CRITERION NOTES 
Explain the importance of obtaining documentation correctly completed by the guest in terms of the legal requirements and impact on safety for the establishment.

Explain why a good knowledge of services and facilities is required and how this affects the promotion of the establishment.

Explain the importance of distributing guest arrival information to other departments.

Explain why it is important to greet guests in a welcoming manner, in terms of professionalism.

Explain the reasons for establishing credit details from a guest in accordance with organisational requirements. 

SPECIFIC OUTCOME 2 
Demonstrated ability to make decisions about practice and to act accordingly 
OUTCOME NOTES 
Greet customers and interact with them in a polite and friendly manner at all times and explain the importance of doing this.

Given a range of services/ facilities, identify the guest's requirements correctly, determine the availability of the services and communicate this information clearly to the customer. (Range of services and facilities: sleeping accommodation, function, conference, exhibition rooms, leisure)

Offer and specify alternative services and invite guests to make a booking.

Make a booking using a manual or computerised system.

Complete the registration documentation correctly.

Given that a guest does not have a booking, decide on the method of payment in line with company credit procedures.

Promote the establishment's services and facilities at all appropriate times and explain the importance of doing this.

Prepare guest's information before arrival and explain why this is important.

Retrieve customer's booking details from the booking system and check details with the customer.

Given a range of problems, decide what action to take to solve the problem and give reasons for that choice. (Range of problems: equipment/system failure, error in booking dates)

Carry out all work in an organised and efficient manner. 

ASSESSMENT CRITERIA
 

ASSESSMENT CRITERION 1 
Demonstrated ability to make decisions about practice and to act accordingly 
ASSESSMENT CRITERION NOTES 
Greet customers and interact with them in a polite and friendly manner at all times and explain the importance of doing this.

Given a range of services/ facilities, identify the guest's requirements correctly, determine the availability of the services and communicate this information clearly to the customer. (Range of services and facilities: sleeping accommodation, function, conference, exhibition rooms, leisure)

Offer and specify alternative services and invite guests to make a booking.

Make a booking using a manual or computerised system.

Complete the registration documentation correctly.

Given that a guest does not have a booking, decide on the method of payment in line with company credit procedures.

Promote the establishment's services and facilities at all appropriate times and explain the importance of doing this.

Prepare guest's information before arrival and explain why this is important.

Retrieve customer's booking details from the booking system and check details with the customer.

Given a range of problems, decide what action to take to solve the problem and give reasons for that choice. (Range of problems: equipment/system failure, error in booking dates)

Carry out all work in an organised and efficient manner. 

SPECIFIC OUTCOME 3 
Demonstrated ability to learn from our actions and to adapt performance 
OUTCOME NOTES 
Given a different type of establishment (B&B, 2 star hotel, resort hotel) describe how performance would be adapted when dealing with the arrival of guests.

Given a range of guests (rude/aggressive guests, inebriated guest/guest with no booking found, but made in advance), describe how performance would be adapted when dealing with such guests. 

ASSESSMENT CRITERIA
 

ASSESSMENT CRITERION 1 
Demonstrated ability to learn from our actions and to adapt performance 
ASSESSMENT CRITERION NOTES 
Given a different type of establishment (B&B, 2 star hotel, resort hotel) describe how performance would be adapted when dealing with the arrival of guests.

Given a range of guests (rude/aggressive guests, inebriated guest/guest with no booking found, but made in advance), describe how performance would be adapted when dealing with such guests. 


UNIT STANDARD ACCREDITATION AND MODERATION OPTIONS 
ACCREDITATION / MODERATION

1. Anyone assessing a learner against this unit standard must be registered as an assessor with the relevant ETQA.

2. Any institution offering learning that will enable achievement of this unit standard must be registered with the FE/HE Registrar.

3. Any institution wishing to receive skill development grants must be accredited with the relevant ETQA. Such an institution will also be registered with the relevant SETA.

4. Moderation of assessment will be done by the relevant ETQA at its discretion. 

UNIT STANDARD ESSENTIAL EMBEDDED KNOWLEDGE 
Embedded knowledge and Critical cross-field outcomes have been included within the specific outcomes category.
This has been done as it was deemed necessary to ensure holistic assessment occurred.

The specific outcomes can be applied in a range of contexts.

Many of the outcomes have been written in such a way that competence must be demonstrated in the context as opposed to in isolation from a context.

The specific outcomes are comparable to outcomes used internationally.

We therefore structured outcomes using the format noun + verb + condition (modifying phrase)Specific outcomes have been split into three categoriesa) knowledge and understanding (what the learner must know and understand)b) decision-making and acting (what the learner must do)c) adapting performance ( including reflexive competence)In many instances there are more than six specific outcomes, as the inclusion of critical cross-field outcomes and embedded knowledge has increased the number of specific outcomes.

If competencies are to be clustered in a meaningful way, then these unit standards cannot be split 


UNIT STANDARD ASSESSOR CRITERIA 
ASSESSMENT CRITERIA :
The assessor must :

1. Arrange or create an environment in which the learner can be fairly assessed against the outcomes. ?
The unit must be assessed in a realistic working environment. ?
It is recommended that this unit standard be assessed in conjunction with other unit standards.

2. Evaluate the learner's ability to meet the outcomes consistently. ?
This unit standard can be assessed by using observation, product sample, testimony and questioning.?
Observation to cover the arrival and greeting of guests with and without bookings.?
Product sample relevant documentation.?
Simulation or questioning to cover problems. (Range of problems: equipment/system failure, error in booking dates)

3. Provide specific feedback to the learner on assessments and the learner's ability to meet the outcomes.

4. Complete the declaration of competence and inform the appropriate ETQA once the learner has demonstrated the ability to meet all the outcomes.

5. Counsel the learner on future assessments, necessary learning and further qualifications. 

UNIT STANDARD NOTES 
1. Essential embedded knowledge is dealt with under the outcomes section.

2. The following critical cross field outcomes are covered in this unit standard under the outcomes section:
  • Identify and solve problems
  • Work effectively as a member of a team
  • Communicate effectively 

  • QUALIFICATIONS UTILISING THIS UNIT STANDARD: 
      ID QUALIFICATION TITLE PRE-2009 NQF LEVEL NQF LEVEL STATUS END DATE PRIMARY OR DELEGATED QA FUNCTIONARY
    Core  64469   Further Education and Training Certificate: Hospitality Reception  Level 4  NQF Level 04  Reregistered  2021-06-30  As per Learning Programmes recorded against this Qual 
    Core  14116   National Certificate: Hospitality Reception  Level 4  NQF Level 04  Passed the End Date -
    Status was "Reregistered" 
    2007-10-30  Was CATHSSETA until Last Date for Achievement 
    Core  14123   National Diploma: Accommodation Services  Level 5  NQF Level 05  Reregistered  2023-06-30  CATHSSETA 


    PROVIDERS CURRENTLY ACCREDITED TO OFFER THIS UNIT STANDARD: 
    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.
     
    NONE 



    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.