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 Portering/ Concierge Service 
SAQA US ID UNIT STANDARD TITLE
7730  Maintain the Portering/ Concierge 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 5  Level TBA: Pre-2009 was L5  4 
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 supervisor / manager must be able to supervise the porters within the department to ensure that they provide a good service to customers.
The learner must understand the role that porters play in enhancing the image of the organisation as the porter creates the first impression for the customer. 

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 
Explain the importance of ensuring that staff has customer care skills. 

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.
  • Testimony from relevant persons.
  • 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. 
    		•

    SPECIFIC OUTCOME 2 
    Describe ways that staff can be monitored and explain the importance of doing this. 

    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.
  • Testimony from relevant persons.
  • 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. 
    		•

    SPECIFIC OUTCOME 3 
    Describe procedures for dealing with staff who fail to meet the required standard of performance 
    OUTCOME NOTES 
    Describe the procedures for dealing with staff who fail to meet the required standard of
    performance. 

    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.
  • Testimony from relevant persons.
  • 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. 
    		•

    SPECIFIC OUTCOME 4 
    Describe the procedures for handling guest complaints 
    OUTCOME NOTES 
    Describe the procedures for handling guest complaints and explain the importance of handling
    complaints promptly. 

    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.
  • Testimony from relevant persons.
  • 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. 
    		•

    SPECIFIC OUTCOME 5 
    Implement procedures to maintain the quality of the porter / concierges service 
    OUTCOME NOTES 
    Implement procedures to maintain the quality of the porter / concierges service and monitor the
    standards on an ongoing basis. 

    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.
  • Testimony from relevant persons.
  • 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. 
    		•

    SPECIFIC OUTCOME 6 
    Instruct porters/concierges concerning relevant procedures and systems 
    OUTCOME NOTES 
    Instruct porters/concierges concerning relevant procedures and systems with the emphasis on
    being able to use equipment and follow procedures correctly. 
    OUTCOME RANGE 
    Range of systems andprocedures:
    customer mail and message systems, call board paging systems, music systems,
    luggage systems, security systems, cash handling system 

    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.
  • Testimony from relevant persons.
  • 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. 
    		•

    SPECIFIC OUTCOME 7 
    Inform staff of general operational procedures and stress importance of adhering to standards 
    OUTCOME NOTES 
    Inform staff of general operational procedures and stress the importance of adhering to the
    standards. 

    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.
  • Testimony from relevant persons.
  • 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. 
    		•

    SPECIFIC OUTCOME 8 
    Monitor the condition of the porter desk to ensure that it enhances the image of the organisation. 

    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.
  • Testimony from relevant persons.
  • 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. 
    		•

    SPECIFIC OUTCOME 9 
    Instruct porters/concierges to maintain a professional image 
    OUTCOME NOTES 
    Instruct porters/concierges to maintain a professional image, give prompt service and
    communicate with guests in a clear and friendly manner. 

    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.
  • Testimony from relevant persons.
  • 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. 
    		•

    SPECIFIC OUTCOME 10 
    Given a range of problems, take steps to minimise disruption to the portering / concierges service 
    OUTCOME NOTES 
    Given a range of problems, take steps to minimise disruption to the portering / concierges
    service and explain the importance of doing this. 
    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.
  • Testimony from relevant persons.
  • 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. 
    		•

    SPECIFIC OUTCOME 11 
    Encourage staff to identify problems and suggest ways to solve them 
    OUTCOME NOTES 
    Encourage staff to identify problems and suggest ways to solve them in terms of the cost to the
    company and as a motivational tool. 

    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.
  • Testimony from relevant persons.
  • 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. 
    		•

    SPECIFIC OUTCOME 12 
    Keep accurate and up to date records and explained why this is important. 

    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.
  • Testimony from relevant persons.
  • 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. 
    		•

    SPECIFIC OUTCOME 13 
    Given a different type of establishment describe the type of porter/concierge services required 
    OUTCOME NOTES 
    Given a different type of establishment (B&B/country house/game lodge) describe the type of
    porter / concierge services required. 

    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.
  • Testimony from relevant persons.
  • 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. 
    		•


    UNIT STANDARD ACCREDITATION AND MODERATION OPTIONS 
    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 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:
  • Work effectively as a member of a team
  • Ability to effectively solve problems
  • 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  Passed the End Date -
    Status was "Reregistered"     		 2023-06-30  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 
    Elective  20513   National Certificate: Tourism: Reception  Level 4  NQF Level 04  Passed the End Date -
    Status was "Registered"     		 2004-10-10  CATHSSETA 
    Elective  24433   Diploma: Hospitality Operations  Level 5  NQF Level 05  Passed the End Date -
    Status was "Reregistered"     		 2012-06-30  CATHSSETA 
    Elective  14123   National Diploma: Accommodation Services  Level 5  NQF Level 05  Passed the End Date -
    Status was "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.