SAQA

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SOUTH AFRICAN QUALIFICATIONS AUTHORITY

REGISTERED UNIT STANDARD THAT HAS PASSED THE END DATE:

Provide a valet/butler service

SAQA US ID	UNIT STANDARD TITLE
7725	Provide a valet/butler 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	3
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 provide a butler service to the guests according to the organisational requirements.

LEARNING ASSUMED TO BE IN PLACE AND RECOGNITION OF PRIOR LEARNING

None

Specific Outcomes and Assessment Criteria:

SPECIFIC OUTCOME 1

Demonstrated knowledge and understanding.

OUTCOME NOTES

1. Explain the importance of having a current knowledge of hotel facilities, local services and news issues.

2. Explain the importance of developing a rapport with guests in terms of customer satisfaction.

3. Explain the reasons for maintaining guest confidentiality particularly with VIP guests.

4. Describe the interrelationship between customer satisfaction and a good knowledge of wines and food when working in VIP and executive guest areas.

5. Explain why VIP records must be kept updated.

6. Explain the importance of following specified packing procedures, given a range of suitcases, suit hangers and kit bags.

7. Describe the interrelationship between cost, time and maintaining required stock levels of food and beverage items in executive guest areas.

8. Explain why guest complaints and queries must be dealt with accurately and promptly and should be seen as an opportunity to improve performance.

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 work place.

It is recommended that this unit standard be assessed in conjunction with other unit standards.

ASSESSMENT CRITERION 2

2. Evaluate the learner's ability to meet the outcomes consistently.

ASSESSMENT CRITERION NOTES

This unit standard can be assessed by using a combination of observation, product sample, questioning and testimony.

Observation supplemented by questioning to cover valet service.

Observation supplemented by questioning to cover F& B stock levels and set-ups in executive areas.

Questioning to cover product knowledge, wine knowledge and current affairs knowledge.

Testimony from relevant persons.

ASSESSMENT CRITERION RANGE

Services: laundry, pressing, polishing shoes, guest repairs.

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

9. Communicate with guests in a welcoming and friendly manner and explain the importance of doing this.

10. Explain/demonstrate facilities within the rooms clearly to guests.

11. Handle guest requests promptly and collect and deliver guest items promptly.

12. Given a range of services, provide or organise all the services within the specified time frames. (Range of services: laundry, pressing, polishing shoes, guest repairs)

13. Maintain confidentiality regarding guest property and activities at all times.

14. Maintain current knowledge of hotel and local services and explain the importance of giving guests accurate information. (Range of services: turn down, courtesy bar/ lounge, room service, breakfast, local services/ facilities, special functions, in house reward programme)

15. Complete set-ups in executive guest areas within specified time frames and present and serve food and beverage items in an attractive manner.

16. Maintain stock levels following correct procedures and keep executive areas spotlessly clean and explain the importance of doing this.

17. Prioritise and delegate work where necessary.

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 work place.

It is recommended that this unit standard be assessed in conjunction with other unit standards.

ASSESSMENT CRITERION 2

2. Evaluate the learner's ability to meet the outcomes consistently.

ASSESSMENT CRITERION NOTES

This unit standard can be assessed by using a combination of observation, product sample, questioning and testimony.

Observation supplemented by questioning to cover valet service.

Observation supplemented by questioning to cover F& B stock levels and set-ups in executive areas.

Questioning to cover product knowledge, wine knowledge and current affairs knowledge.

Testimony from relevant persons.

ASSESSMENT CRITERION RANGE

Services: laundry, pressing, polishing shoes, guest repairs.

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 situation where guest VIP details have not been updated and the requests of the guest are not met, describe how to solve this problem to meet guests needs.

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 work place.

It is recommended that this unit standard be assessed in conjunction with other unit standards.

ASSESSMENT CRITERION 2

2. Evaluate the learner's ability to meet the outcomes consistently.

ASSESSMENT CRITERION NOTES

This unit standard can be assessed by using a combination of observation, product sample, questioning and testimony.

Observation supplemented by questioning to cover valet service.

Observation supplemented by questioning to cover F& B stock levels and set-ups in executive areas.

Questioning to cover product knowledge, wine knowledge and current affairs knowledge.

Testimony from relevant persons.

ASSESSMENT CRITERION RANGE

Services: laundry, pressing, polishing shoes, guest repairs.

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 IDENTIFYING

Identify and solve problems.

UNIT STANDARD CCFO WORKING

Work effectively as a member of a team.

UNIT STANDARD CCFO COMMUNICATING

Communicate effectively.

UNIT STANDARD NOTES

Essential embedded knowledge is dealt with under the outcomes section.

Recommendations and Exemplars for the design of:

Learning/Curriculum

Learning should include practical experience working with VIP guests and maintaining executive guest areas to the required standard.

The learner must be able to care for guest property (including pressing and shoe polishing) and offer a personalised service to guests.

The learner should understand the current role of valet service within the South African hospitality industry and the importance of international guests to the hospitality industry.

The learner must understand the importance of maintaining high standards and good communication skills when dealing with VIP guests.

Different ways of building a rapport with VIP guests should be explored.

The learner must understand the protocols for dealing with VIP guests and that confidentiality is a professional conduct issue.

The learner will require training on the F&B aspects of the job. This should include: knowledge of & maintenance of F&B equipment, laying up tables/ trolleys, food service, knowledge of wines, silver service, bar set ups, knowledge of different drinks, mixers and cocktails, stock control.

The learner must have a good knowledge of the hotel facilities, local services and current news issues.

Learner could prepare a report on the hotel facilities and local services that are available for VIP guests.

Learner could learn how to maintain and update VIP guest records.

Learner could explore different ways of building a rapport with VIP guests and present this for group discussion.

Learner should read the newspaper daily & be able to discuss the issues of the day with the executive floor manager.

Leaner could spend time in F&B until competence is achieved in knowledge of set ups/ wines /menu items/ drinks and service. Evidence of knowledge, training and practical experience should be collected.

Learner could be given a case study of VIP guest requests. The learner could determine the most appropriate way of fulfilling the guest requests. The emphasis should always be on guest satisfaction.

Performance systems

A new employee should be able to achieve this unit with 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	14110	National Certificate: Accommodation Services	Level 2	NQF Level 02	Passed the End Date - Status was "Reregistered"	2023-06-30	CATHSSETA
Elective	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
Elective	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	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.

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