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 QUALIFICATION THAT HAS PASSED THE END DATE: 

Diploma: Hospitality Operations 
SAQA QUAL ID QUALIFICATION TITLE
24433  Diploma: Hospitality Operations 
ORIGINATOR
SGB Hospitality,Tourism,Travel, Leisure and Gaming 
PRIMARY OR DELEGATED QUALITY ASSURANCE FUNCTIONARY NQF SUB-FRAMEWORK
CATHSSETA - Culture, Arts, Tourism, Hospitality and Sports Education and Training Authority  OQSF - Occupational Qualifications Sub-framework 
QUALIFICATION TYPE FIELD SUBFIELD
National Diploma  Field 11 - Services  Hospitality, Tourism, Travel, Gaming and Leisure 
ABET BAND MINIMUM CREDITS PRE-2009 NQF LEVEL NQF LEVEL QUAL CLASS
Undefined  240  Level 5  NQF Level 05  Regular-Unit Stds Based 
REGISTRATION STATUS SAQA DECISION NUMBER REGISTRATION START DATE REGISTRATION END DATE
Passed the End Date -
Status was "Reregistered" 		 SAQA 0480/09  2009-07-01  2012-06-30 
LAST DATE FOR ENROLMENT LAST DATE FOR ACHIEVEMENT
2013-06-30   2017-06-30  

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 qualification does not replace any other qualification and is not replaced by any other qualification. 

PURPOSE AND RATIONALE OF THE QUALIFICATION 
This qualification has been developed for persons aspiring to become managers in the Hospitality Industry. It brings together elements of housekeeping, front office, food preparation, food and drink service and management principles. This qualification will professionalise the industry and is applicable to all sectors, from bed and breakfasts to large-scale hotels. The qualification builds on all other hospitality certificates and diplomas and provides articulation with Gaming, Travel and other Tourism industries.

Rationale for the qualification:

This qualification has been compiled in order to ensure that learners being developed as managers in the hospitality industry have a combination of both supervisory and management skills required in this sub-field. It facilities progression of learning, allowing learners to enter a new field of management or education, training and development. It builds on day-to-day requirements as well as generic management competencies. There is a clear need for a well-constructed qualification of this nature, which could form the nucleus of a Learnership in its own right.

It is targeted at learners who are currently in or wishing to enter the Hospitality Industry who wish to advance into management positions. On completion of this qualification the learner will be able to enter management positions in the Hospitality sub-field. 

LEARNING ASSUMED TO BE IN PLACE AND RECOGNITION OF PRIOR LEARNING 
It is assumed that a FET certificate or equivalent has been obtained by the learner at level 4, this includes basic calculations and verbal communications. (The existing matric certificate meets these requirements)
It is also assumed that the learner has the competencies required for the following unit standards:
XX04 - Operate a computer
XX08 - Process incoming and outgoing telephone calls
XX16 - Maintain health, hygiene and a professional appearance
AS05, AS06 & AS15 - Core housekeeping services
FH05, FH07, FH08 & FH11 - Core reception services
FP15 - Handle and maintain knives
FP40 - Handle and store food
FP41 - Clean food production areas, equipment and utensils
FS14 - Serve bottled wines
FS18 - Provide a drink service for licensed premises


Recognition of Prior Learning:

Any learner who believes he/she has all the competencies identified above should apply for recognition to an accredited service provider of the National Diploma in Hospitality Operations. 

RECOGNISE PREVIOUS LEARNING? 
Y 

QUALIFICATION RULES 
N/A 

EXIT LEVEL OUTCOMES 
On completion of this qualification, the learner will be able to:
  • Determine how business functions on a day-to-day basis and also be able to describe the layout services and facilities of the organisation.
  • Determine the role he or she plays within the organisation on a macro and micro level.
  • Communicate with customers and colleagues in a way that is supportive and takes diversity and culture into account.
  • Use a computer for the collection, analysis and presentation of data.
  • Maintain and improve on security and safety in the workplace.
  • Develop within the job and career of his / her choice.
  • Coach or train others in day to day requirements of their jobs.
  • Plan for the achievement of training requirements of the department.
  • Ensure customer satisfaction is maintained and develop opportunities to improve customer services.
  • Maintain supply levels and manage an ordering and distribution system.
  • Lead and manage teams of people ensuring work is planned and organised.
  • Monitor staff and assess them against prescribed standards where necessary.
  • Solve problems that occur in the workplace daily.
  • Maintain services in the Housekeeping, Front Office, Food and Drink and Food Preparation areas. 
    		•

    ASSOCIATED ASSESSMENT CRITERIA 
    A broad range of task-orientated and theoretical assessment tools may be used, with the distinction between practical knowledge and disciplinary knowledge maintained so that each takes its rightful place.

    In particular assessors should check for:

    The learner must demonstrate an ability to consider a range of options and make decisions about:
    1. Leadership methods and techniques to apply in any given situation or range of situations.

    The learner must demonstrate an understanding of:
    1. The nature, purpose and expectations of the context
    2. The nature and purpose of leadership and supervision
    3. Basic principles, methods and techniques of leadership
    4. Methods of integrating operational and leadership requirements and solutions
    5. Customer service requirements
    6. ETDP competencies

    The learner must demonstrate the ability to:
    1. Critically evaluate the use of, and explore alternatives to leadership methods and techniques in any given situation or range of situations.
    2. Justify decisions on any aspect of leadership.
    3. Reflect on the appropriateness of decisions made in any leadership situation and on adjustments that might have been made from time to time.
    4. Critically reflect on any feedback given during or after leadership situations


    Integrated Assessment:

    Integrated assessment at the level of qualification provides an opportunity for learners to show that they are able to integrate concepts, ideas and actions across unit standards to achieve competence that is grounded and coherent in relation to the purpose of the qualification.

    Integrated assessment must judge the quality of the observable performance, but also the quality of the thinking that lies behind such performance. Assessment tools must encourage learners to give an account of the thinking and decision-making that underpins their demonstrated performance. Some assessment practices will be of a more practical nature while others will be of a more theoretical nature. The ratio between action and interpretation is not fixed, but varies according to the type and level of unit standard. 

    INTERNATIONAL COMPARABILITY 
    N/A 

    ARTICULATION OPTIONS 
    This qualification articulates with the following registered qualifications in the sub-field:
  • Diploma in Service Management (NQF5)
  • Diploma in Professional Cookery (NQF5)
  • Diploma in Food & Beverage Services (NQF5)
  • Diploma in Accommodation Services (NQF5) 
    		•

    MODERATION OPTIONS 
    1. Anyone assessing a learner against any of the unit standards in this qualification must be registered as an assessor with the relevant ETQA.
    2. Any institution offering learning that will enable achievement of the unit standards in this qualification or will assess the unit standards in this qualification must be accredited as a provider with the relevant ETQA.
    3. Moderation of assessment will be overseen by the relevant ETQA according to the moderation guidelines in the relevant qualification and the agreed ETQA procedures.

    Therefore, anyone wishing to be assessed against this qualification may apply to be assessed by any assessment agency, assessor or provider institution that is accredited by the relevant ETQA. 

    CRITERIA FOR THE REGISTRATION OF ASSESSORS 
    1. Assessors shall have the technical competence to achieve the qualification themselves.
    2. A minimum of 2 (two) years practical, relevant experience.
    3. Shall have been declared competent in all the outcomes of the National Assessor unit standards or equivalent as stipulated by SAQA.
    4. Meet any other stipulated requirements by the relevant ETQA. 

    NOTES 
    N/A 

    UNIT STANDARDS: 
      ID UNIT STANDARD TITLE PRE-2009 NQF LEVEL NQF LEVEL CREDITS
    Core  7782  Analyse a business and determine the way it functions  Level 4  NQF Level 04  3 
    Core  7852  Audit Financial Procedures/ Conduct Night Audit  Level 4  NQF Level 04  4 
    Core  7844  Contribute to the identification of short term supply needs  Level 4  NQF Level 04  1 
    Core  9265  Develop and maintain a staff roster  Level 4  NQF Level 04  2 
    Core  7721  Exchange Foreign Cash and Travellers Cheques  Level 4  NQF Level 04  2 
    Core  7869  Maintain a preventative maintainance programme  Level 4  NQF Level 04  3 
    Core  7658  Maintain the housekeeping service  Level 4  NQF Level 04  4 
    Core  7836  Monitor customer satisfaction  Level 4  NQF Level 04  3 
    Core  8551  Oversee arrival and departure of customers  Level 4  NQF Level 04  3 
    Core  9244  Plan and conduct meetings  Level 4  NQF Level 04  4 
    Core  7875  Support and guide the learner  Level 4  NQF Level 04  1 
    Core  7867  Assess the learner  Level 5  Level TBA: Pre-2009 was L5  4 
    Core  7722  Co-ordinate the Greeting and Assisting of Guests on Arrival and Departure  Level 5  Level TBA: Pre-2009 was L5  4 
    Core  7818  Conduct on-the-job coaching  Level 5  Level TBA: Pre-2009 was L5  5 
    Core  7884  Control and order stock  Level 5  Level TBA: Pre-2009 was L5  4 
    Core  9263  Councel others for incapacity or poor work performance  Level 5  Level TBA: Pre-2009 was L5  4 
    Core  9264  Deal with grievances  Level 5  Level TBA: Pre-2009 was L5  5 
    Core  7861  Gather and present evidence in a hearing  Level 5  Level TBA: Pre-2009 was L5  8 
    Core  7865  Improve service to customers  Level 5  NQF Level 05  6 
    Core  7847  Maintain and promote food hygiene in the kitchen  Level 5  NQF Level 05  6 
    Core  7843  Maintain food production operations  Level 5  NQF Level 05  6 
    Core  7727  Maintain practices and procedures for handling cash/cash equivalents  Level 5  Level TBA: Pre-2009 was L5  3 
    Core  7858  Maintain supply levels  Level 5  NQF Level 05  10 
    Core  7778  Maintain the drink service  Level 5  Level TBA: Pre-2009 was L5  4 
    Core  7776  Maintain the table service  Level 5  Level TBA: Pre-2009 was L5  5 
    Core  7863  Manage staff development  Level 5  Level TBA: Pre-2009 was L5  6 
    Core  7848  Manage the induction of new staff  Level 5  Level TBA: Pre-2009 was L5  5 
    Core  7866  Plan, organise and monitor work in own area of responsibility  Level 5  Level TBA: Pre-2009 was L5  3 
    Core  7878  Prepare and Maintain Financial Records and Statements  Level 5  NQF Level 05  12 
    Core  7872  Chair a hearing  Level 6  Level TBA: Pre-2009 was L6  10 
    Core  7874  Contribute to the provision of required staff  Level 6  Level TBA: Pre-2009 was L6  5 
    Core  7859  Lead and manage teams of people  Level 6  Level TBA: Pre-2009 was L6  6 
    Core  7729  Maintain the Front Office Service  Level 6  Level TBA: Pre-2009 was L6  3 
    Core  7880  Prepare, implement, manage and control budgets  Level 6  Level TBA: Pre-2009 was L6  10 
    Fundamental  8555  Contribute to information distribution regarding HIV/AIDS in the workplace  Level 4  NQF Level 04  4 
    Fundamental  7791  Display cultural awareness in dealing with customers and colleagues  Level 4  NQF Level 04  4 
    Fundamental  8556  Interact orally and in writing in the workplace  Level 4  NQF Level 04  10 
    Fundamental  9243  Monitor occupational health and safety  Level 4  NQF Level 04  8 
    Fundamental  7822  Prepare written communications  Level 4  NQF Level 04  3 
    Fundamental  7789  Provide Customer Service  Level 4  NQF Level 04  8 
    Fundamental  9224  Implement policies regarding HIV/AIDS in the workplace  Level 5  Level TBA: Pre-2009 was L5  4 
    Elective  8558  Collate, understand and communicate workplace data  Level 4  NQF Level 04  5 
    Elective  7784  Communicate in a business environment  Level 4  NQF Level 04  6 
    Elective  7781  Maintain external areas  Level 4  NQF Level 04  4 
    Elective  7755  Prepare and cook basic cold and hot desserts  Level 4  NQF Level 04  4 
    Elective  7753  Prepare and serve cocktails  Level 4  NQF Level 04  2 
    Elective  7747  Provide a silver service  Level 4  NQF Level 04  2 
    Elective  8647  Apply workplace communication skills  Level 5  Level TBA: Pre-2009 was L5  10 
    Elective  7730  Maintain the Portering/ Concierge Service  Level 5  Level TBA: Pre-2009 was L5  4 
    Elective  7883  Manage workplace relations  Level 5  Level TBA: Pre-2009 was L5  5 
    Elective  7877  Plan, implement and evaluate sales development activities  Level 5  Level TBA: Pre-2009 was L5  10 
    Elective  7774  Prepare, cook and serve food in the restaurant  Level 5  Level TBA: Pre-2009 was L5  6 
    Elective  7887  Develop and Manage Marketing Plans and Strategies  Level 6  Level TBA: Pre-2009 was L6  12 
    Elective  7889  Manage quality in the organisation  Level 6  Level TBA: Pre-2009 was L6  6 
    Elective  7881  Manage workplace diversity  Level 6  Level TBA: Pre-2009 was L6  5 
    Elective  7888  Monitor staff performance  Level 6  Level TBA: Pre-2009 was L6  5 


    LEARNING PROGRAMMES RECORDED AGAINST THIS QUALIFICATION: 
     
    NONE 


    PROVIDERS CURRENTLY ACCREDITED TO OFFER THIS QUALIFICATION: 
    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.