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: 

Provide a room service 
SAQA US ID UNIT STANDARD TITLE
7765  Provide a room 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 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 
Each learner must be able to provide a room service in a way that promotes the organisation and encourages repeat business. The learner must understand the importance of providing an efficient service within the designated time frames in order to maximise customer satisfaction. 

LEARNING ASSUMED TO BE IN PLACE AND RECOGNITION OF PRIOR LEARNING 
Prepare and clear areas for room service - Level 2 

UNIT STANDARD RANGE 
Range statements are included with specific outcomes as necessary. 

Specific Outcomes and Assessment Criteria: 

SPECIFIC OUTCOME 1 
Demonstrated knowledge and understanding. 
OUTCOME NOTES 
1. Explain the interrelationship between completing tasks within time limits and customer satisfaction.

2. Explain the impact of not delivering orders to guests correctly and promptly.

3. Stress the importance of maintaining a constant stock of dining, service items and accompaniments,

4. Explain the importance of handling and disposing of refuse in a hygienic way.

5. Explain the consequences of serving drinks with damaged equipment.

6. Explain the importance of keeping room service areas clean, tidy and free from refuse. 

ASSESSMENT CRITERIA
 

ASSESSMENT CRITERION 1 
1. Arrange or create an environment in which the learner can be fairly assessed against the outcomes. 
ASSESSMENT CRITERION NOTES 
  • This unit must be assessed in the workplace or a realistic working environment.
  • The unit standard can be assessed alone. 

  • ASSESSMENT CRITERION 2 
    2. Evaluate the learner's ability to meet the outcomes consistently. 
    ASSESSMENT CRITERION NOTES 
  • This unit standard can be assessed by a combination of observation, questioning, simulation and product sample.
  • Observation supplemented by questioning to cover customers and the service of food and drink items using one type of service method.
  • Observation, and questioning to serving of food and drinks.
  • Simulation or questioning to cover unexpected situations. 
  • ASSESSMENT CRITERION RANGE 
    Unexpected situations: guests not answering their door, request for items not on the menu, complaints about dirty cutlery/crockery, complaints about food, complaints about service, prank calls.
     

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

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

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

    SPECIFIC OUTCOME 2 
    Demonstrated ability to make decisions about practice and to act accordingly. 
    OUTCOME NOTES 
    7. Greet customers promptly.

    8. Give customers accurate information on individual dishes and suggest alternatives where necessary.

    9. Take orders accurately.

    10. Provide customers with the appropriate condiments and accompaniments for the food and drink items to be served.

    11. Serve food in line with operational service methods using clean and undamaged, hygienic equipment of the appropriate type. (Range of service methods: trays, trolleys).

    12. Check that the order from the kitchen agrees with the order taken from the customer.

    13. Deliver the correct order to the correct room and explain the effect that this could have on customer satisfaction.

    14. Serve customers with minimum delay and explain why.

    15. Keep room service areas tidy and free from refuse and food debris.

    16. Describe decisions made and reasons for action taken in response to unexpected situations within an individual's responsibility. (Range of unexpected situations: guests not answering their door, requests for items not on the menu, complaints about dirty cutlery/crockery, complaints about food, complaints about service, prank calls).

    17. Prioritise work, co-ordinate orders and deliver food to customers at the correct temperature. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    1. Arrange or create an environment in which the learner can be fairly assessed against the outcomes. 
    ASSESSMENT CRITERION NOTES 
  • This unit must be assessed in the workplace or a realistic working environment.
  • The unit standard can be assessed alone. 

  • ASSESSMENT CRITERION 2 
    2. Evaluate the learner's ability to meet the outcomes consistently. 
    ASSESSMENT CRITERION NOTES 
  • This unit standard can be assessed by a combination of observation, questioning, simulation and product sample.
  • Observation supplemented by questioning to cover customers and the service of food and drink items using one type of service method.
  • Observation, and questioning to serving of food and drinks.
  • Simulation or questioning to cover unexpected situations. 
  • ASSESSMENT CRITERION RANGE 
    Unexpected situations: guests not answering their door, request for items not on the menu, complaints about dirty cutlery/crockery, complaints about food, complaints about service, prank calls.
     

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

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

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

    SPECIFIC OUTCOME 3 
    Demonstrated ability to learn from our actions and to adapt performance. 
    OUTCOME NOTES 
    18. Given a range of difficult customers discuss ways to deal with them. (Range of difficult customers: intoxicated, rowdy, pranksters, impatient).

    19. Plan faster routes to rooms.

    20. Develop safer ways of transporting large orders to rooms.

    21. Devise a method of keeping food warm for longer. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    1. Arrange or create an environment in which the learner can be fairly assessed against the outcomes. 
    ASSESSMENT CRITERION NOTES 
  • This unit must be assessed in the workplace or a realistic working environment.
  • The unit standard can be assessed alone. 

  • ASSESSMENT CRITERION 2 
    2. Evaluate the learner's ability to meet the outcomes consistently. 
    ASSESSMENT CRITERION NOTES 
  • This unit standard can be assessed by a combination of observation, questioning, simulation and product sample.
  • Observation supplemented by questioning to cover customers and the service of food and drink items using one type of service method.
  • Observation, and questioning to serving of food and drinks.
  • Simulation or questioning to cover unexpected situations. 
  • ASSESSMENT CRITERION RANGE 
    Unexpected situations: guests not answering their door, request for items not on the menu, complaints about dirty cutlery/crockery, complaints about food, complaints about service, prank calls.
     

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

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

    ASSESSMENT CRITERION 5 
    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. 


    Critical Cross-field Outcomes (CCFO): 

    UNIT STANDARD CCFO WORKING 
    Work effectively with others (Specific Outcome 12,13,17) 

    UNIT STANDARD CCFO ORGANISING 
    Organise and manage oneself (Specific Outcome 16,17) 

    UNIT STANDARD CCFO COMMUNICATING 
    Communicate effectively (Specific Outcome 1,7,8,9,12,13,18) 

    UNIT STANDARD NOTES 
    Essential embedded knowledge is dealt with under the specific outcomes section where "demonstrated KNOWLEDGE and UNDERSTANDING" is required.

    Recommendations and Exemplars for the design of:

    Learning/Curriculum
  • Identify service items and their purpose.
  • Know and understand organisational procedures for taking of orders.
  • Know and understand organisational procedures for delivering of orders.
  • Potential exercise: Develop better ways of getting food to guests quicker.

    Performance systems
  • A new employee should be able to achieve this unit within 3 months of being trained.
  • Ongoing measurement of the learner's ability to meet this standard is recommended. 

  • QUALIFICATIONS UTILISING THIS UNIT STANDARD: 
      ID QUALIFICATION TITLE PRE-2009 NQF LEVEL NQF LEVEL STATUS END DATE PRIMARY OR DELEGATED QA FUNCTIONARY
    Elective  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.