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 UNIT STANDARD THAT HAS PASSED THE END DATE: 

Maintain the Front Office Service 
SAQA US ID UNIT STANDARD TITLE
7729  Maintain the Front Office Service 
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 6  Level TBA: Pre-2009 was L6 
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 run a front desk operation and be able to handle over bookings and use sales techniques to maximise profit for the organisation. 

LEARNING ASSUMED TO BE IN PLACE AND RECOGNITION OF PRIOR LEARNING 
Provide customer information and book external services (FH05) 

UNIT STANDARD OUTCOME HEADER 
Demonstrated knowledge and understanding 

Specific Outcomes and Assessment Criteria: 

SPECIFIC OUTCOME 1 
The importance of monitoring a front office service on an ongoing basis is described. 

ASSESSMENT CRITERIA
 

ASSESSMENT CRITERION 1 
1. Arrange or create an environment in which the learner can be fairly assessed against the
outcomes.
  • This unit should be assessed in a realistic working environment.
    2. Evaluate the learner's ability to meet the outcomes consistently.
  • This unit standard can be assessed by using a combination of observation, testimony,
    product sample and questioning.
    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. 

  • SPECIFIC OUTCOME 2 
    The reasons for dealing with staff who fail to meet standards are explained 
    OUTCOME NOTES 
    The reasons for dealing with staff who fail to meet standards according to company procedures
    are explained 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    1. Arrange or create an environment in which the learner can be fairly assessed against the
    outcomes.
  • This unit should be assessed in a realistic working environment.
    2. Evaluate the learner's ability to meet the outcomes consistently.
  • This unit standard can be assessed by using a combination of observation, testimony,
    product sample and questioning.
    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. 

  • SPECIFIC OUTCOME 3 
    The importance of ensuring that all staff have customer care skills is explained 
    OUTCOME NOTES 
    The importance of ensuring that all staff have customer care skills is explained in terms of the
    interrelationship to customer satisfaction and cost. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    1. Arrange or create an environment in which the learner can be fairly assessed against the
    outcomes.
  • This unit should be assessed in a realistic working environment.
    2. Evaluate the learner's ability to meet the outcomes consistently.
  • This unit standard can be assessed by using a combination of observation, testimony,
    product sample and questioning.
    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. 

  • SPECIFIC OUTCOME 4 
    The interrelationship between time and cost is explained 
    OUTCOME NOTES 
    The interrelationship between time and cost is explained in the manner in which overbooking
    should be handled. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    1. Arrange or create an environment in which the learner can be fairly assessed against the
    outcomes.
  • This unit should be assessed in a realistic working environment.
    2. Evaluate the learner's ability to meet the outcomes consistently.
  • This unit standard can be assessed by using a combination of observation, testimony,
    product sample and questioning.
    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. 

  • SPECIFIC OUTCOME 5 
    The importance of using sales techniques when dealing with bookings is described 
    OUTCOME NOTES 
    The importance of using sales techniques when dealing with bookings is described in terms of
    professionalism and cost. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    1. Arrange or create an environment in which the learner can be fairly assessed against the
    outcomes.
  • This unit should be assessed in a realistic working environment.
    2. Evaluate the learner's ability to meet the outcomes consistently.
  • This unit standard can be assessed by using a combination of observation, testimony,
    product sample and questioning.
    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. 

  • SPECIFIC OUTCOME 6 
    Procedures to maintain the quality of the front office service are implemented 
    OUTCOME NOTES 
    Procedures to maintain the quality of the front office service are implemented and the standards are monitored 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    1. Arrange or create an environment in which the learner can be fairly assessed against the
    outcomes.
  • This unit should be assessed in a realistic working environment.
    2. Evaluate the learner's ability to meet the outcomes consistently.
  • This unit standard can be assessed by using a combination of observation, testimony,
    product sample and questioning.
    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. 

  • SPECIFIC OUTCOME 7 
    Reasons why the customer should be put first are explained. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    1. Arrange or create an environment in which the learner can be fairly assessed against the
    outcomes.
  • This unit should be assessed in a realistic working environment.
    2. Evaluate the learner's ability to meet the outcomes consistently.
  • This unit standard can be assessed by using a combination of observation, testimony,
    product sample and questioning.
    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. 

  • SPECIFIC OUTCOME 8 
    The reasons for communicating forecasted sales and objectives are described. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    1. Arrange or create an environment in which the learner can be fairly assessed against the
    outcomes.
  • This unit should be assessed in a realistic working environment.
    2. Evaluate the learner's ability to meet the outcomes consistently.
  • This unit standard can be assessed by using a combination of observation, testimony,
    product sample and questioning.
    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. 

  • SPECIFIC OUTCOME 9 
    The importance of relevant and accurate reports is described. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    1. Arrange or create an environment in which the learner can be fairly assessed against the
    outcomes.
  • This unit should be assessed in a realistic working environment.
    2. Evaluate the learner's ability to meet the outcomes consistently.
  • This unit standard can be assessed by using a combination of observation, testimony,
    product sample and questioning.
    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. 

  • SPECIFIC OUTCOME 10 
    Staff are informed of general operational procedures 
    OUTCOME NOTES 
    Staff are informed of general operational procedures and the importance of all staff adhering to
    the standard is explained. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    1. Arrange or create an environment in which the learner can be fairly assessed against the
    outcomes.
  • This unit should be assessed in a realistic working environment.
    2. Evaluate the learner's ability to meet the outcomes consistently.
  • This unit standard can be assessed by using a combination of observation, testimony,
    product sample and questioning.
    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. 

  • SPECIFIC OUTCOME 11 
    The procedures for monitoring the condition of the front office area 
    OUTCOME NOTES 
    The procedures for monitoring the condition of the front office area to ensure that it enhances
    the image of the organisation are demonstrated. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    1. Arrange or create an environment in which the learner can be fairly assessed against the
    outcomes.
  • This unit should be assessed in a realistic working environment.
    2. Evaluate the learner's ability to meet the outcomes consistently.
  • This unit standard can be assessed by using a combination of observation, testimony,
    product sample and questioning.
    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. 

  • SPECIFIC OUTCOME 12 
    The importance of a professional image and clear communication is explained 
    OUTCOME NOTES 
    The importance of a professional image and clear communication with guests by the front
    office staff is explained. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    1. Arrange or create an environment in which the learner can be fairly assessed against the
    outcomes.
  • This unit should be assessed in a realistic working environment.
    2. Evaluate the learner's ability to meet the outcomes consistently.
  • This unit standard can be assessed by using a combination of observation, testimony,
    product sample and questioning.
    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. 

  • SPECIFIC OUTCOME 13 
    Given a range of problems, a decision is made and reasons are given 
    OUTCOME NOTES 
    Given a range of problems, a decision is made and reasons are given based on individual
    circumstances. 
    OUTCOME RANGE 
    Range of problems: equipment problems, staffing problems 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    1. Arrange or create an environment in which the learner can be fairly assessed against the
    outcomes.
  • This unit should be assessed in a realistic working environment.
    2. Evaluate the learner's ability to meet the outcomes consistently.
  • This unit standard can be assessed by using a combination of observation, testimony,
    product sample and questioning.
    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. 

  • SPECIFIC OUTCOME 14 
    Procedures for ensuring manual or computerised records are explained 
    OUTCOME NOTES 
    Procedures for ensuring manual or computerised records and room availability status and
    reservations are up to date and accurate are demonstrated and their importance is explained. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    1. Arrange or create an environment in which the learner can be fairly assessed against the
    outcomes.
  • This unit should be assessed in a realistic working environment.
    2. Evaluate the learner's ability to meet the outcomes consistently.
  • This unit standard can be assessed by using a combination of observation, testimony,
    product sample and questioning.
    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. 

  • SPECIFIC OUTCOME 15 
    The importance of good communication with other departments concerning occupancy is explained. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    1. Arrange or create an environment in which the learner can be fairly assessed against the
    outcomes.
  • This unit should be assessed in a realistic working environment.
    2. Evaluate the learner's ability to meet the outcomes consistently.
  • This unit standard can be assessed by using a combination of observation, testimony,
    product sample and questioning.
    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. 

  • SPECIFIC OUTCOME 16 
    Procedures for credit, discounts and authorisation are described 
    OUTCOME NOTES 
    Procedures for credit, discounts and authorisation are described and the importance of following these procedures is explained. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    1. Arrange or create an environment in which the learner can be fairly assessed against the
    outcomes.
  • This unit should be assessed in a realistic working environment.
    2. Evaluate the learner's ability to meet the outcomes consistently.
  • This unit standard can be assessed by using a combination of observation, testimony,
    product sample and questioning.
    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. 

  • SPECIFIC OUTCOME 17 
    The reasons why staff are encouraged to identify problems and ways to solve them 
    OUTCOME NOTES 
    The reasons why staff are encouraged to identify problems and suggest ways to solve them is
    described in terms of the impact on motivation and cost to the company. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    1. Arrange or create an environment in which the learner can be fairly assessed against the
    outcomes.
  • This unit should be assessed in a realistic working environment.
    2. Evaluate the learner's ability to meet the outcomes consistently.
  • This unit standard can be assessed by using a combination of observation, testimony,
    product sample and questioning.
    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. 

  • SPECIFIC OUTCOME 18 
    Develop a plan to encourage staff to identify and solve problems within the front office department 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    1. Arrange or create an environment in which the learner can be fairly assessed against the
    outcomes.
  • This unit should be assessed in a realistic working environment.
    2. Evaluate the learner's ability to meet the outcomes consistently.
  • This unit standard can be assessed by using a combination of observation, testimony,
    product sample and questioning.
    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 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. 


    QUALIFICATIONS UTILISING THIS UNIT STANDARD: 
      ID QUALIFICATION TITLE PRE-2009 NQF LEVEL NQF LEVEL STATUS END DATE PRIMARY OR DELEGATED QA FUNCTIONARY
    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 
    Elective  20513   National Certificate: Tourism: Reception  Level 4  NQF Level 04  Passed the End Date -
    Status was "Registered" 
    2004-10-10  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.