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

Receive and Process Reservations 
SAQA US ID UNIT STANDARD TITLE
7724  Receive and Process Reservations 
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 receive and process reservations, using various methods of payment.
The learner must also know and understand the procedures regarding cancellations and amendments. 

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 knoweledge and understanding 
OUTCOME NOTES 
1. Explain the importance of a good knowledge of services and facilities and how incorrect information would impact on cost and customer satisfaction.

2. Describe the interrelationship between different sectors of the tourism and hospitality industries and how they relate to reservations.

3. Explain the reasons for quickly and accurately dealing with customers making reservations.

4. Explain a central reservations system and how this system would impact on performance in the reservations department.

5. Describe ways of dealing with power failures and booking errors. 

ASSESSMENT CRITERIA
 

ASSESSMENT CRITERION 1 
Demonstrated knowledge and understanding 
ASSESSMENT CRITERION NOTES 
1. Explain the importance of a good knowledge of services and facilities and how incorrect information would impact on cost and customer satisfaction.

2. Describe the interrelationship between different sectors of the tourism and hospitality industries and how they relate to reservations.

3. Explain the reasons for quickly and accurately dealing with customers making reservations.

4. Explain a central reservations system and how this system would impact on performance in the reservations department.

5. Describe ways of dealing with power failures and booking errors. 

SPECIFIC OUTCOME 2 
Demonstrated ability to make decisions about practice and to act accordingly 
OUTCOME NOTES 
6. Use and up date the manual or computerised reservation system in accordance with organisational procedures.

7. Given a range of reservations and a range of customers, check availability of service, advise guests and suggest alternatives. (Range of reservations: phone, fax/ mail, face to face, internet) (Range of customers: individual, group, VIP, conference delegates)

8. Explain why it is important to accurately answer enquires regarding costs and other product features.

9. Check customer history and use this information to assist in making the reservation.

10. Make the reservation following the correct procedure and record customer and payment details accurately.
11. Record special requests clearly and accurately and explain the importance of doing this for the organisation.
12. File completed reservations correctly.

13. Explain the reasons for accurately recording cancellations and amendments to reservations.

14. Explain the importance of advising departments and colleagues of specific customer requirements.

15. Compile relevant reservation statistics accurately and explain the importance of forwarding them to the manager. 

ASSESSMENT CRITERIA
 

ASSESSMENT CRITERION 1 
Demonstrated ability to make decisions about practice and to act accordingly 
ASSESSMENT CRITERION NOTES 
6. Use and up date the manual or computerised reservation system in accordance with organisational procedures.

7. Given a range of reservations and a range of customers, check availability of service, advise guests and suggest alternatives. (Range of reservations: phone, fax/ mail, face to face, internet) (Range of customers: individual, group, VIP, conference delegates)

8. Explain why it is important to accurately answer enquires regarding costs and other product features.

9. Check customer history and use this information to assist in making the reservation.

10. Make the reservation following the correct procedure and record customer and payment details accurately.

11. Record special requests clearly and accurately and explain the importance of doing this for the organisation.
12. File completed reservations correctly.

13. Explain the reasons for accurately recording cancellations and amendments to reservations.

14. Explain the importance of advising departments and colleagues of specific customer requirements.

15. Compile relevant reservation statistics accurately and explain the importance of forwarding them to the manager. 

SPECIFIC OUTCOME 3 
Demonstrated ability to learn from our actions and to a adapt performance 
OUTCOME NOTES 
16. Given a situation where the computer system has failed and no reservations are received from central reservations system, describe ways to solve the situation.

17. In a different type of establishment (B&B/game lodge) where a manual system is used, describe how reservation requests are dealt with. 

ASSESSMENT CRITERIA
 

ASSESSMENT CRITERION 1 
Demonstrated ability to learn from our actions and to adapt performance 
ASSESSMENT CRITERION NOTES 
16. Given a situation where the computer system has failed and no reservations are received from central reservations system, describe ways to solve the situation.

17. In a different type of establishment (B&B/game lodge) where a manual system is used, describe how reservation requests are dealt with. 


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 
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, testimony, product sample and simulation.? Observation supplemented by questioning to cover reservations for a minimum 3 types of customers. (Range of customers: individual, group, VIP, conference delegates)?
Testimony from relevant persons, written and/or verbal.?
Product sample relevant documents.

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  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.