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

Co-ordinate the Greeting and Assisting of Guests on Arrival and Departure 
SAQA US ID UNIT STANDARD TITLE
7722  Co-ordinate the Greeting and Assisting of Guests on Arrival and Departure 
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 5  Level TBA: Pre-2009 was L5 
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 co-ordinate and assist guests on arrival and on departure by checking the number of arrivals and departures for the day, allocation of duties to other departments and assisting with additional services if required. 

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 taking action when there are communication or language difficulties.

Explain the importance of meeting requests for additional services in terms of how this impacts on customer satisfaction.

Describe how to assist guests with special needs.

Describe how to organise the department to prepare for the arrival of big groups.

Explain why the arrival of guests is such an important part of the guest's stay and the importance of being well prepared. 

ASSESSMENT CRITERIA
 

ASSESSMENT CRITERION 1 
Demonstrated knowledge and understanding 
ASSESSMENT CRITERION NOTES 
Explain the importance of taking action when there are communication or language difficulties.

Explain the importance of meeting requests for additional services in terms of how this impacts on customer satisfaction.

Describe how to assist guests with special needs.

Describe how to organise the department to prepare for the arrival of big groups.

Explain why the arrival of guests is such an important part of the guest's stay and the importance of being well prepared. 

SPECIFIC OUTCOME 2 
Demonstrated ability to make decisions about practice and to act accordingly 
OUTCOME NOTES 
Distribute portering tasks according to priority to ensure that luggage and other items are transported to guest's rooms safely and promptly.

Distribute work to ensure that individual guests and groups are assisted with parking where appropriate on arrival.

Carry out a group check-in following correct procedure.

Explain and offer additional guest services and give assistance in accordance with company procedures. (Range of additional services: valet / car wash, chauffeur)

Assist guests with luggage on departure.

Identify the correct bus for the group and load their luggage safely and efficiently.

Given a range of unexpected situations, decide what action to take to deal with the situation and give reasons for that choice. (Range of unexpected situations: accidents / injury, lack of portering staff, late tour bus)

Prioritise all work correctly to maximise customer satisfaction. 

ASSESSMENT CRITERIA
 

ASSESSMENT CRITERION 1 
Demonstrated ability to make decisions about practice and to act accordingly 
ASSESSMENT CRITERION NOTES 
Distribute portering tasks according to priority to ensure that luggage and other items are transported to guest's rooms safely and promptly.

Distribute work to ensure that individual guests and groups are assisted with parking where appropriate on arrival.

Carry out a group check-in following correct procedure.

Explain and offer additional guest services and give assistance in accordance with company procedures. (Range of additional services: valet / car wash, chauffeur)

Assist guests with luggage on departure.

Identify the correct bus for the group and load their luggage safely and efficiently.

Given a range of unexpected situations, decide what action to take to deal with the situation and give reasons for that choice. (Range of unexpected situations: accidents / injury, lack of portering staff, late tour bus)

Prioritise all work correctly to maximise customer satisfaction. 

SPECIFIC OUTCOME 3 
Demonstrated ability to learn from our actions and to adapt performance 
OUTCOME NOTES 
Given a situation where the hotel deals primarily with airline crew groups, describe how to co-ordinate the arrival and departure of the groups. 

ASSESSMENT CRITERIA
 

ASSESSMENT CRITERION 1 
Demonstrated ability to learn from our actions and to adapt performance 
ASSESSMENT CRITERION NOTES 
Given a situation where the hotel deals primarily with airline crew groups, describe how to co-ordinate the arrival and departure of the groups. 


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. ?
This 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 a combination of observation, questioning, and testimony. ?
Observation supplemented by questioning to cover assisting individual and group arrivals and departures.? Questioning or simulation to cover unexpected situations. (Range of unexpected situations: accidents / injury, lack of portering staff, late tour bus)?
Testimony from relevant persons.

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. 

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  24433   Diploma: Hospitality Operations  Level 5  NQF Level 05  Passed the End Date -
Status was "Reregistered" 
2012-06-30  CATHSSETA 
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.