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: 

Manage arrival and departure of customers 
SAQA US ID UNIT STANDARD TITLE
116595  Manage arrival and departure of customers 
ORIGINATOR
SGB Hiring Services 
PRIMARY OR DELEGATED QUALITY ASSURANCE FUNCTIONARY
-  
FIELD SUBFIELD
Field 11 - Services Cleaning, Domestic, Hiring, Property and Rescue Services 
ABET BAND UNIT STANDARD TYPE PRE-2009 NQF LEVEL NQF LEVEL CREDITS
Undefined  Regular  Level 4  NQF Level 04 
REGISTRATION STATUS REGISTRATION START DATE REGISTRATION END DATE SAQA DECISION NUMBER
Reregistered  2018-07-01  2023-06-30  SAQA 06120/18 
LAST DATE FOR ENROLMENT LAST DATE FOR ACHIEVEMENT
2024-06-30   2027-06-30  

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 unit standard does not replace any other unit standard and is not replaced by any other unit standard. 

PURPOSE OF THE UNIT STANDARD 
The person credited with this unit standard is able to manage the arrival and departure of customers by checking necessary information with regards to schedules, and creating solutions to problems which may arise. Learners will be able to provide this service in a friendly and effective manner, which will ensure that customers are given and excellent overall impression of the organisation.

The qualifying learner is capable of:
  • Gathering and checking customer arrival and departure information
  • Offering customers friendly and efficient assistance and service
  • Providing technical information
  • Solving customer related problems 

  • LEARNING ASSUMED TO BE IN PLACE AND RECOGNITION OF PRIOR LEARNING 
    Learners accessing this qualification will have demonstrated competence in numeracy and literacy at NQF Level 3 or equivalent. 

    UNIT STANDARD RANGE 
  • Other client information/ documentation could include but is not limited to: passports, tickets, vouchers.
  • Customers background and culture could include but is not limited to: refreshment preferences, dress codes, personal facilities, seating arrangements, greeting styles.
  • Financial requirements could include but are not limited to: Forex, VAT claims, exchange rates.
  • Medical advise could include but is not limited to: Basic first aid, malaria warnings, element exposure (sun, wind).
  • Safety and security information includes but is not limited to: security of jewellery, electronics, passports, travellers cheques. 

  • Specific Outcomes and Assessment Criteria: 

    SPECIFIC OUTCOME 1 
    Gather and check customer arrival and departure information. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    Booking records are collected using correct system procedures and in the required time frames. 

    ASSESSMENT CRITERION 2 
    Departure confirmation schedule is obtained through correct procedures and in the required time frames. 

    ASSESSMENT CRITERION 3 
    Other relevant client information is collected and checked for arrival and departure using correct systems and procedures and in the required time frames. 

    SPECIFIC OUTCOME 2 
    Offering customers friendly and efficient assistance and service. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    Customers are greeted according to organisational specific greeting standards and procedures. 

    ASSESSMENT CRITERION 2 
    Customers background is determined and measures are implemented to make the customer comfortable in line with their cultural requirements. 

    ASSESSMENT CRITERION 3 
    Customers needs and met in required time frame and in line with organisational standards. 

    SPECIFIC OUTCOME 3 
    Provide technical information. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    Luggage is handled in accordance with organisational standards and safety procedures. 

    ASSESSMENT CRITERION 2 
    Financial requirements and handled in line with legislative requirements and guidelines. 

    ASSESSMENT CRITERION 3 
    Medical advise and assistance is provided in line with regulatory requirements. 

    ASSESSMENT CRITERION 4 
    Safety and security information is provided in line with organisational regulations and procedures. 

    SPECIFIC OUTCOME 4 
    Solve customer related problems. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    Customer problems are recorded in required format and time frame. 

    ASSESSMENT CRITERION 2 
    Customer problems are actioned and responded to within required time frames and following organisational standards and procedures. 

    ASSESSMENT CRITERION 3 
    Customer satisfaction information is sourced from approved sources and recorded in required format. 


    UNIT STANDARD ACCREDITATION AND MODERATION OPTIONS 
  • An individual wishing to be assessed (including through RPL) against this unit standard may apply to an assessment agency, assessor or provider institution accredited by the relevant ETQA.
  • Anyone assessing a learner against this unit standard must be registered as an assessor with the relevant ETQA.
  • Any institution offering learning that will enable achievement of this unit standard or assessing this unit standard must be accredited as a provider with the relevant ETQA.
  • Moderation of assessment will be conducted by the relevant ETQA at its discretion. 

  • UNIT STANDARD ESSENTIAL EMBEDDED KNOWLEDGE 
  • An understanding of South African culture, history, politics, geography and infrastructure and thorough knowledge of their local area
  • Product knowledge of arrival and departure systems
  • An understanding of customer needs and expectations
  • Knowledge of handling and resolving customer complaints 

  • UNIT STANDARD DEVELOPMENTAL OUTCOME 
    N/A 

    UNIT STANDARD LINKAGES 
    N/A 


    Critical Cross-field Outcomes (CCFO): 

    UNIT STANDARD CCFO IDENTIFYING 
    Identify and solve customer related problems. 

    UNIT STANDARD CCFO WORKING 
    Work effectively with others when managing the arrival and departure of customers. 

    UNIT STANDARD CCFO COLLECTING 
    Collect, evaluate, organise and critically evaluate information when identifying customer arrival and departure information. 

    UNIT STANDARD CCFO COMMUNICATING 
    Communicate effectively when greeting arriving customers. 

    UNIT STANDARD CCFO CONTRIBUTING 
    In order to contribute to the full personal development of each learner and the social and economic development of society at large, it must be the intention underlying any programme of learning to make an individual aware of the importance of reflecting on and exploring a variety of strategies to learn more effectively. 

    UNIT STANDARD ASSESSOR CRITERIA 
    N/A 

    REREGISTRATION HISTORY 
    As per the SAQA Board decision/s at that time, this unit standard was Reregistered in 2012; 2015. 

    UNIT STANDARD NOTES 
    N/A 

    QUALIFICATIONS UTILISING THIS UNIT STANDARD: 
      ID QUALIFICATION TITLE PRE-2009 NQF LEVEL NQF LEVEL STATUS END DATE PRIMARY OR DELEGATED QA FUNCTIONARY
    Elective  48889   Further Education and Training Certificate: Hiring Operations  Level 4  NQF Level 04  Reregistered  2023-06-30  SERVICES 


    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.