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: 

Diploma: Hotel Management 
SAQA QUAL ID QUALIFICATION TITLE
21145  Diploma: Hotel Management 
ORIGINATOR
Intec College 
PRIMARY OR DELEGATED QUALITY ASSURANCE FUNCTIONARY NQF SUB-FRAMEWORK
QCTO - Quality Council for Trades and Occupations  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  414  Level 5  NQF Level 06  Regular-Provider-ELOAC 
REGISTRATION STATUS SAQA DECISION NUMBER REGISTRATION START DATE REGISTRATION END DATE
Reregistered  SAQA 9900/00  2018-07-01  2023-06-30 
LAST DATE FOR ENROLMENT LAST DATE FOR ACHIEVEMENT
2024-06-30   2026-06-30  

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 
The primary purpose of the qualification is to provide qualifying learners with the appropriate knowledge, skills and attitudes to:
  • Enter the hospitality industry obtaining employment in this area and function as a productive team member. 

  • LEARNING ASSUMED TO BE IN PLACE AND RECOGNITION OF PRIOR LEARNING 
    Upon entry to the Programme, it is assumed that learners should have demonstrated:
  • the ability to express themselves clearly and correctly both orally and in writing in English (NQF4);
  • the ability to apply numerical skills, including basic arithmetic (add, subtract, divide, multiply) (NQF3); and
  • a standard 10 (grade 12) certificate and/or
  • four years working experience in a business environment.

    Recognition of prior learning:
    This qualification may be achieved in whole or in part through the recognition of prior learning 

  • RECOGNISE PREVIOUS LEARNING? 

    QUALIFICATION RULES 
    This qualification may be achieved in whole or in part through the recognition of prior learning 

    EXIT LEVEL OUTCOMES 
    1. Identify and solve problems in which responses display that responsible decisions using critical and creative thinking have been made.
    2. Work effectively with others as a member of a team, group, organisation and community.
    3. Organise and manage oneself and one's activities responsibly and effectively.
    4. Collect, analyse, organise and critically evaluate information.
    5. Demonstrate an understanding of the world as a set of related systems by recognising that the problem solving context does not exist in isolation.
    6. Reflect on and explore a variety of strategies to learn more effectively.
    7. Explore business and career opportunities.
    8. Develop entrepreneurial opportunities.
    9. Communicate effectively using visual, mathematical and language skills in the modes of oral and/or written persuasion.
    10. Demonstrate effective and responsible decision making.
    11. Stimulate and develop thinking patterns involving creativity.
    12. Interpret information received via the media and other sources.
    13. Remain receptive and responsive to current trends and developments.
    14. Use technology effectively and responsibly.
    15. Conduct research independently.

    Hospitality Studies (Credits 30)
    Introduction to the Hospitality Industry
    Specific Outcomes:
  • Explain the potential impact of tourism on the creation of jobs and the general economy, and its impact on the hotel industry specifically.
  • Explain the structure of the South African tourism industry and how the hotel industry fits into that structure.
  • Show understanding of the various types of accommodation establishments and explain the different types of products and services offered by different operations.
  • Give an overview of the hospitality industry as a career choice and explain the various common departmental and staffing structures.
  • Give a brief overview of each of the major departments within a hotel and of the restaurant and catering industry.
  • Give a brief summary of the history of the hotel industry in Europe and the development of the industry internationally.
  • Give an overview of the historical development of the South African hotel industry.
  • Give an overview of the various governing bodies, associations and unions that influence the hotel industry, among others FEDHASA, the Tourism Business Council, the HITB, Satour, The Department of Environment and Tourism, the Association of Independent Hotels.
  • Give an explanation of the minimum hygiene requirements of the hotel, restaurant and catering industry.
  • Explain the basic safety and security requirements of the hotel, restaurant and catering industry.
  • Display cultural awareness in your dealings with customers and fellow employees.

    Communications and Guest Relations (Credits 34)
    Guest Relations
    Specific Outcomes:
  • Discuss the importance of providing exceptional service.
  • Discuss how to provide high-quality service.
  • Discuss how guests evaluate service.
  • Discuss the importance of good grooming, body language and a positive attitude.
  • Deal with complaints.
  • Deal with angry guests.
  • Explain what an internal customer is and recognise the role of the internal customer.

    Communications
    Specific Outcomes:
  • Explain the important aspects of communication.
  • Discuss the difference between verbal and non-verbal communication.
  • Discuss the main barriers to communication and methods of overcoming these.
  • Discuss the role of the sender and the receiver in the communication process.
  • Explain the role of the medium and language used in communication.
  • Describe how poor communication can affect guest service.
  • Non-verbal communication.
  • Describe the impact and forms of non-verbal communication.
  • Explain the difference between positive and negative body language.
  • Improve your own body language.
  • Listening.
  • Describe the role of listening in the communication process.
  • Explain the important factors and barriers influencing listening skills.
  • Take steps to improve your own listening skills.
  • State why listening is an important aspect of quest service.
  • Question technique.
  • Explain the need for being able to ask questions effectively.
  • Be able to formulate open and closed/direct and indirect questions.
  • Improve your skills in asking questions.
  • Telephone technique.
  • Summarise the role of the telephone in the hospitality environment.
  • Explain the importance of speech and voice quality.
  • Explain the significance of listening skills in telephone communication.
  • Know how to take messages.

    Front of House I (Credits 23)
    Specific Outcomes:
  • Demonstrate an understanding of the historical beginnings and development of the lodging industry
  • Appreciate the term 'target market' and list target markets of the accommodation industry
  • Know the different types of lodging establishments
  • Describe the different ways hotels can be classified, using examples
  • List the characteristics of an accommodation establishment
  • Know the different types of hotel ownership
  • Compare the three main types of service that exist in hotels
  • Describe the departments of the rooms division and appreciate the interaction of the front office has with these departments
  • Discuss basic front office organisation
  • Recognise functional areas and positions in the front office
  • List the types of front office equipment and recognise which are used in automated and non-automated hotels
  • Explain the activities that occur at each phase
  • Describe the sales function of a front desk and reservations agent at a hotel
  • Determine the types of reservations that can be made and the consequences attached to each
  • Describe the following terms:
  • Walk-in
  • Up selling
  • Perishability of a room
  • Overbooking
  • Cancellation of a reservation
  • Describe reservation processes and recognise possible areas of misunderstanding between the hotel and the quest
  • List the different methods of recording reservations
  • Outline the treatment of group bookings
  • Define pre-registration activities and evaluate their importance
  • Discuss the importance of completing the registration card
  • Provide guidelines for group registration
  • Discuss the relevance of establishing a method of payment at registration
  • Outline the process for walking a guest
  • Identify the pre-arrival and arrival phases of the guest cycle and comment on
  • Distinguish between the different types of keys and how they should be controlled
  • Know how to advise a guest on VAT refund procedures when they leave South Africa
  • Talk about some of the duties you will carry out for hotel guests
  • Discuss the duties you have to carry out for your colleagues and supervisors during these phases
  • Discuss how important a good telephone manner is and how you would handle incoming and outgoing calls
  • Discuss the difference between call accounting systems in non-automated systems and fully automated systems
  • Talk about the various room status terms
  • Discuss how important it is to update the status of the rooms and which departments may be involved
  • Discuss how important it is to:
  • Prepare a positive image as a front office agent
  • Keep front office tidy and organised at all times
  • Discuss the steps to follow to safely store guests' property which could include
  • Luggage
  • Safety deposit boxes
  • Lost and found property
  • Discuss how you would deal with complaints form guests
  • Discuss what steps to follow when you check guests out
  • Tell the difference between UK and US English front office terms
  • Understand and be able to advise a visitor to your hotel on the VAT refund procedures upon their departure from South Africa
  • Work a manual system of accounting and apply the principles to the computerised system in a hotel
  • Sketch the flow of information relating to the accounting process
  • Concentrating on the account records and collections of the rooms division
  • Explain the following terms and how they fit into the Front Office:
  • Voucher
  • Ledger account
  • Duty ledger
  • Rooms ledger
  • Transfer journal
  • Non-room department sales
  • Allowance
  • Corrections
  • Posting
  • Produce a folio for a guest based on a fictitious example
  • Calculate and concert Rands to foreign currency and foreign currency to Rands
  • Be aware of the documentation that the guests are given by the front desk agent when exchanging foreign currency
  • Understand the importance of control in the front office department
  • Explain how cash, expenses and sales are controlled in the front office
  • Explain how each of these control systems operate
  • Describe the security issues a hotel needs to consider
  • Explain the kind of security function the front desk agent performs while on duty at the front desk
  • Describe the procedures for handling
  • Bomb threats
  • An armed robbery
  • Safe keeping of weapons
  • Other emergency procedures
  • A situation where a dead person is found in a hotel bedroom
  • Provide guidelines for controlling the entry to the hotel of:
  • Delivery persons
  • Disorderly guests
  • Visitors of guests and staff members
  • Prostitutes
  • Suspicious persons
  • Appreciate the effect VIP's or presidential parties have on your hotel and describe a typical VIP procedure

    Accommodation Services
    Specific Outcomes:
  • Explain the organisation of the housekeeping department of the hotel
  • Describe the duties and responsibilities of the housekeeping employees
  • Understand how the housekeeping department needs to co-operate with the various departments of the hotel
  • Explain the personal attributes and hygiene requirements of a housekeeping staff member
  • Explain the various procedures that are used for cleaning in the housekeeping department
  • Explain the daily work procedures carried out by the supervisor in the housekeeping department
  • List and explain the various types of equipment and cleaning materials used in the housekeeping department and their uses
  • Explain the considerations that housekeeping made with regards to safety and security
  • List the procedures that are used when a fire breads out in the hotel
  • Explain how room status is recorded in the housekeeping department and the room status acronyms used (added)
  • Understand and be able to explain the importance of daily planning, costing and controlling in the housekeeping operation
  • List and explain the various types of equipment and cleaning materials used in the housekeeping department and their uses
  • Understand the advantages and disadvantages of contract cleaning
  • To plan/design a linen room from the information gained in the unit
  • Explain the procedures that are used with clean and dirty linen in the linen room
  • Explain the uniform handling procedures
  • Know how to control inventory of the various items found in the housekeeping department
  • Understand the considerations made when choosing furniture, fabrics, fixtures, fittings and linen for the housekeeping department
  • Explain the different types of pests that can be found in the housekeeping department
  • Explain the ways in which pest control is implemented in the housekeeping department
  • Explain the considerations that housekeeping made with regards to safety and security
  • List the procedures that are used when a fire breads out in the hotel
  • Describe how the maintenance reporting system works in the hotel
  • Explain why communication is vital in the housekeeping department and list the various ways in which the housekeeper can improve communication with the employees of the department
  • Describe a strategy the housekeeper could use to motivate the employees of housekeeping
  • List and describe the essential information that should be given to staff in relation to their job, when recruited into the housekeeping department
  • List and explain the purpose of the various records kept by the housekeeper

    Hygiene (Credits 23)
    Specific Outcomes:
  • Explain the necessity for hygienic food practices in the kitchen.
  • Explain the need for maintaining a professional and hygienic appearance in the kitchen.
  • Detail the types of pathogenic bacteria and explain how they can be transmitted in the kitchen.
  • Detail the symptoms of food poisoning.
  • Control the growth of bacteria through temperature control.
  • Explain the principles of washing up.
  • Discuss the prevention and control of pest infestations in kitchens.

    Purchasing, Control and Costing
    Specific Outcomes:
  • Explain the functions of the purchasing department.
  • Discuss the 'ten commandments' of purchasing.
  • Explain the sources of purchasing and the methods hotel and catering establishments use to buy.
  • Discuss and demonstrate the procedures used in the purchasing process
  • List the reasons for making a product (or service) rather than buying it.
  • List the reasons for buying a product (or service) rather than making it.
  • Discuss the importance of storekeeping and the functions of the staff in the stores.
  • Explain the layout of the stores and receiving area for effective work-flow and security.
  • Discuss and demonstrate the procedures used in storekeeping.
  • Explain the control procedures used when receiving goods.
  • Discuss and demonstrate the procedures for issuing food and beverage items from the stores.

    Catering Theory 1
    Specific Outcomes:
  • Explain the different needs that customers have when they use the different types of catering establishments.
  • Discuss generally the dietary laws of the different religions and one in detail (from your research).
  • Explain the responsibilities of each of the parties in the kitchen, which will enable you to assess the organisation of your catering establishment, or the one that you will work in one day.
  • Describe the flow of work in a kitchen from storage to the completion of service and identify the food production system used in the establishment that you work for.
  • Explain the factors that are considered when planning kitchens as well as the effective use and lay-out of equipment to allow for efficient workflow.
  • Be aware of the different commodities available for the preparation of food and be able to discuss the cuts of meat or poultry that could be used in the various cooking methods.
  • Describe the considerations given to nutrition when planning menus.
  • Explain which five food groups make up a balanced diet.
  • Identify which foods are contained in each food group.
  • Discuss the considerations when planning menus, that is, the customer and the establishment, and be able to apply the considerations to the establishment that you work in.
  • Explain the difference between an a la carte menu and a table d'hote menu.
  • Describe the different meals and what dishes they might have.
  • List the dishes in order for a full menu.
  • Describe the eleven cooking methods discussed in this study unit and describe one type of food that might be prepared using each method.
  • Identify the safety requirements that a chef should observe when frying.
  • Describe the eight main sauces and give one example of a derivative sauce and what it contains.
  • Describe the different types of soups and discuss the differences between them.
  • Describe the different tastes that people have for grilled steak and be able to identify what the steak should look like when cooked.
  • Describe one beef, pork and lamb cut that would be used for the various cooking methods.
  • Explain the different types of poultry that are serve and on type of cooking method used for each.
  • Describe the five main preparation techniques for eggs.
  • Explain what farinaceous dishes are and name and describe four farinaceous dishes.
  • List the different raising agents used in baking, and explain how these cause the food to rise.
  • Describe the four main cake making methods.
  • Describe how bread is make using yeast as a raising agent.
  • Describe the different types of pastry that are made and their characteristics.
  • Explain the term 'garnish' and identify the garnish used by giving the names of three dishes.

    Food and Beverage Control
    Specific Outcomes:
  • Explain why a food and beverage control system is necessary.
  • Describe the factors that affect the controls in system.
  • Discuss the principles of a control system.
  • Recognise the stages in the system where financial losses can occur.
  • Describe the precautions you need to take at each of these stages to prevent losses.
  • Understand the calculation of food cost and food cost percentages, and beverage cost and beverage cost percentages.
  • Understand the need for standards for food costing.
  • Describe how sales histories are used in planning and how to forecast sales.
  • Understand proportional costing.
  • Know how to present month-end costing and how to explain deviations from the original standards.

    Food and Beverage Studies (Credits 23)
    Specific Outcomes:
  • List the requirements for and expectations of a professional food service provider
  • Explain the scope of the job of the professional waiter
  • Discuss the need for hygienic work practices in the food service areas
  • Explain the personal attributes of good food service personnel
  • Discuss the historical influences on the modern restaurant and food service industry
  • Explain the variety and style of food service outlets in hotels
  • Discuss the similarities and differences between food service styles in the hotel industry and food service styles in independent restaurants
  • Discuss the classification of various types of restaurants and food service outlets
  • Give an explanation of the various styles and types of service and where and when these styles are likely to be used
  • Explain how and under what circumstances the various styles can be combined
  • Give the advantages and disadvantages of the various styles of service
  • List the skills required for each style of service
  • Give a summary of the history of the menu and the relevance of that history to modern menu structure
  • Describe each of the courses in the classical menu structure
  • Describe each of the courses in the modern menu structure
  • Describe four off-menu courses
  • List at least twenty dishes and their traditional accompaniments
  • List the standard procedures required for the preparation of a food service operation prior to service
  • Describe the standard table lay-up for table d'hote and a la carte menus and give an overview of the implications for modern day service
  • Describe the standard procedures for the greeting and seating of Guests on arrival in a restaurant
  • Describe the standard procedures for the taking or orders and selling of menu items to the Guest
  • Describe the standard procedures for the serving of food and the maintenance of service contact throughout the meal
  • Describe the standard procedures for the clearing of tables during the meal times
  • Describe the standard billing and payment procedures at the end of the meal
  • Describe the procedures for clearing and closing down the restaurant operation after service
  • Describe the Procedures for Setting up and Counter and a Fast Food Service
  • Identify standard table cutlery commonly used for table lay-up for both a la carte and table d'hote menus
  • Identify some of the less common cutlery used for serving speciality dishes
  • Identify crockery and flatware used for both service and table lay-up
  • Identify different types of pots and utensils used when you serve hot beverages
  • Identify the trolleys used in Gueridon service
  • Identify glassware used for serving wine and other alcoholic and non-alcoholic beverages
  • Outline the steps in caring for and cleaning of glassware
  • Wine
  • Explain the process involved in producing red and white wines
  • Explain the difference between natural and fortified wine
  • Explain the difference between dry, off-dry, semi-sweet and sweet wines
  • Give a brief description of the various categories of natural and fortified wines and know the different production processes
  • Give a brief historical overview of the development of wine in South Africa
  • Give an explanation of the 'wine of origin' seals used to control the use of the 'wine of origin', 'cultivar', and 'vintage' terms in wine labelling
  • List the most important cultivars used to produce wine in South African wine and liquor
  • List the main steps involved in serving wine
  • Beer
  • Explain how you brew beer in simple terms
  • List the important steps for handling and storing beer
  • List the main steps involved in serving beer
  • Liqueurs and spirits
  • Give a description of the various types of spirits available
  • Explain what a liqueur is and list some of the most important ones
  • List the main steps involved in serving liqueurs and spirits

    Hospitality Management 1 (Credits 32)
    Guest Relations Management
    Specific Outcomes:
  • Explain the role of management in developing a customer-driven culture within organisations
  • List the barriers to developing a culture of good guest service
  • Explain the importance of interdepartmental communication and teamwork in providing good guest service
  • Explain the importance of setting standards in providing guest service
  • Explain the importance of providing the infrastructure and systems within which guest service is to be delivered
  • Explain the importance of measuring guest service and guest satisfaction
  • Explain the importance of monitoring the process of guest service to ensure that standards and systems remain relevant and up to date

    Supervision and Training
    Specific Outcomes:
  • Identify the main tasks of supervisors
  • Understand the needs for effective planning and decision making
  • Understand how to use schedules for effective planning
  • Describe the supervisor's responsibilities in the organising process
  • Describe how to develop performance standards
  • Compile a job description
  • Describe the reasons why supervisors should be effective leaders
  • Develop a motivational strategy for your staff
  • Describe how to monitor performance and control performance
  • Recognise the importance of a planned general and departmental induction
  • Plan an on-the-job training session for a specific task
  • Explain the requirements for a successful training session
  • Identify the labour legislation that is likely to affects your work environment, and be able to discuss the impact of these
  • Explain the disciplinary process including substantive and procedural fairness
  • Describe how grievances are handled in organisations

    Maintenance and Security (Credits 20)
    Security
    Specific Outcomes:
  • Explain the difference between Safety and Security
  • Summarize the main functions of a hotel security officer
  • Evaluate the important characteristics of various hotel security personnel
  • Analyse the various security risks that may be faced in a hotel or accommodation establishment
  • Explain the role of the Security Officer in the following areas:
  • Security of Property and Goods
  • Security of Guest and Staff
  • Fire Prevention, Occupational Health and Safety
  • Legal aspects of Security
  • Loss Control and Risk Management
  • State the main Statutory provisions that will affect a security operation
  • Explain the meaning of Loss control

    Maintenance
    Specific Outcomes:
  • List the objectives of the maintenance department of a hotel
  • Explain the organisation of the maintenance department and the jobs associated with the department
  • Discuss the safety measures that the maintenance manager must consider with regards the staff of his or her department
  • Explain the two main types of maintenance in hotels
  • Identify and briefly discuss the types of wall coverings used in hotels, and the considerations made when choosing wall coverings
  • Identify three types of floor coverings, and discuss their characteristics and the area where they should be used
  • Explain how carpets should be maintained
  • Describe the options a hotel manager should consider when th or she chooses furniture and machinery and plant equipment
  • Explain how the main water supply of the hotel works and the material that is used in its structure
  • Discuss the local and central hot water systems, and give one example of each.
  • Describe the main characteristics of sanitary ware used in hotels (sinks, toilets, wash hand basins, baths and urinals).
  • Explain the purpose and functioning of grease traps
  • Calculate the costs of various fuels
  • List the advantages and disadvantages of gas and electrical appliances
  • Describe how the extract system and the air-conditioning system of ventilation work
  • List six safety precautions for using electrical appliances
  • Describe the flow of electricity from the mains to different areas in the hotel
  • Prepare a flow chart of how a maintenance reporting system works, and list the objectives of the reporting system
  • Discuss fire prevention, the various types of fire-fighting equipment
  • Discuss what to do in the event of an outbreak of fire in a hotel
  • List and explain the different classes of fires and the methods that are used to extinguish these fires
  • Identify three types of pests found in hotel buildings that the maintenance manager should be concerned with, and discuss their prevention and elimination

    Maintenance Management
    Specific Outcomes:
  • Describe the major tasks of the maintenance manager with regard to planning, organising, leading and control
  • Define the term 'emergency maintenance' and explain how the emergency maintenance is handled in the hotel
  • Define the term 'preventative maintenance'
  • Describe the major components of a preventative maintenance system
  • Describe the way in which each of the preventative maintenance components are used to achieve the department's goal
  • Explain how the hotel bedrooms are maintained through a preventative maintenance system
  • Explain how you would implement a preventative maintenance system in the hotel
  • Describe how the maintenance reporting system works in the hotel
  • Describe the maintenance budget and how this assists the manager in controlling the financial resources of the department
  • Describe two ways in which maintenance costs can be allocated to departments in the hotel
  • Describe how the maintenance manager could control the stock in his or her department
  • List 15 environmental considerations that the maintenance manager should observe
  • Describe the major staffing functions of the maintenance manager (namely, defining tasks, job specifications, interviewing and selection, employee motivation and training)

    Front Office Management (Credits 20)
    Front Office Management
    Specific Outcomes:
  • Describe the role of the front office manager
  • List the components of the service package, giving front office examples
  • Explain how you would go about implementing a guest relations management system in the front office department
  • Describe, using a case study, how you would train your staff to handle complaints that the front office might receive
  • Manage hotel reservations systems
  • Explain the term 'yield management' and be able to use a working example to demonstrate understanding of the topic
  • Maintain a guest history system and understand how this system contributes to positive customer relations for the hotel
  • Explain the process of room allocation
  • Describe the two main ways in which prices (tariffs or rates) are set in hotels
  • Calculate a simple, cost-based pricing structure, using a given example
  • Explain the difference between seasonal rates, weekender rates, bed and breakfast rates, exclusive rates and inclusive rates
  • Explain the ways in which hotels can increase their rooms' turnover (revenue)
  • Calculate a simple overbooking exercise for a hotel
  • Describe the direct and indirect methods that the hotel uses to make customers aware of the rooms division product (rooms)
  • Define the control process in the rooms division department
  • Briefly describe the control of accounting processes in the front office
  • Define and explain the term 'night audit'
  • Calculate: room occupancy, accumulating room occupancy, bed occupancy, and accumulative room occupancy percentages; average room rate, and average guest rate
  • Prepare a five-day forecast using a provided example
  • Describe the basic principles and practices of management
  • Explain how teamwork contributes to a stable and motivated workforce
  • Explain how the budget is used to control resources in the department
  • List steps you could take in your role as front office manager to safeguard the health and safety of guests and staff

    Food and Beverage Studies (Credits 20)
    Restaurant Management
    Specific Outcomes:
  • Explain the role of the restaurant operation within the hotel environment
  • Explain the difference between the hotel restaurant operation and an independent restaurant operation
  • Give a detailed description of the different types and styles of restaurant operation
  • Describe the various possible table set-ups and explain the space requirements involved
  • Explain the important elements of menu planning for various types of restaurant operations
  • Explain the various factors that will influence the staffing structure of a restaurant operation
  • Explain the important elements of restaurant staff management and control
  • Explain the important elements of seating and service
  • Give a summary of the contents of a procedure and training manual

    Banqueting Management
    Specific Outcomes:
  • Explain the role of the banqueting department within the hotel environment
  • Explain the difference between the hotel banqueting operation and an independent conference centre
  • Illustrate the staffing structure of a banqueting operation
  • Describe the functions of each member of staff in a banqueting operation
  • Describe the different types of functions that may be handled by a function venue
  • Describe the various possible table set-ups and explain the space requirements involved
  • Use a function booking sheet to take down the details of a function booking
  • Draw up a function booking and confirmation procedure
  • Explain the important elements of menu planning for various types of functions
  • Explain the protocol that should be followed at wedding receptions, formal banquets and important official functions, and the order of service that may be followed
  • Explain what additional factors should be taken into account for outside functions

    Beverage Management
    Specific Outcomes:
  • Describe the important factors in staffing a beverage operation
  • Explain the important elements of liquor stock control
  • Set up a simple requisition, issuing and bar stock system
  • Explain the implications of computerised control systems
  • Describe how to make at least fifteen of the best known and commonly ordered cocktails
  • Explain the service and mixing of various types of spirits
  • Describe at least fifteen of the most important and commonly used liqueurs
  • Explain which glasses are normally used for the service of the various types of liquor, cocktails, fruit juices and minerals

    Catering Theory II (Credits 20)
    Kitchen Organisation and Planning
    Specific Outcomes:
  • Explain the structure of the kitchen, how it evolves in large and small kitchens and the tasks associated with the different positions in the kitchen
  • Discuss the flow of work in the kitchen
  • List and explain the different types of production systems that are used in hotel kitchens
  • List six types of large equipment and six types of small equipment (ancillary) used in the kitchen and explain its use
  • Discuss the main areas contained in a kitchen for example, pastry, production, still room, and be able to describe the ideal lay out for these areas
  • Discuss the layout of a kitchen taking into consideration, menus, production methods, workflow, areas of production, equipment, flooring, lighting, ventilation and equipment and be able to use this information to plan a small kitchen for a hotel

    Nutrition
    Specific Outcomes:
  • Explain the fundamental structure and functioning of the components of food
  • Discuss the nutritional value of food products
  • Be able to apply good nutritional principles to menu planning
  • Understand how food psychology plays an important part in determining nutritional menus

    Commodities
    Specific Outcomes:
  • Demonstrate an understanding of the commodities that are available to you in the preparation of food
  • Identify the types of commodities used in different dishes on a menu
  • Apply the knowledge gained in the study unit of menu planning where you will be required to plan menus with consideration to texture, colour, aroma, appearance and taste
  • Know the origins of the various commodities

    Menu Planning
    Specific Outcomes:
  • Explain the different menu types associated with the different styles of service
  • Explain the order of dishes for lunch and dinner
  • Detail the considerations given to planning menus
  • Be able to plan and write a simple menu in proper sequence
  • Discuss the impact of a good menu design as a sales tool
  • Complete a recipe card and calculate the cost of a recipe and a portion
  • Calculate the selling price of a portion

    Cookery Theory
    Specific Outcomes:
  • Evaluate the hygiene and safety aspects of a food preparation environment and understand why you should apply correct practices
  • Understand the guidelines of basic cooking methods so that you can manage cooking systems
  • Evaluate the suitability of a menu for different service environments
  • Evaluate the quality of food and establish where errors have been made
  • Advise staff on how to correct problems with the flavour, texture, aroma, consistency and presentation of food

    Hotel Accounting I (Credits 28)
    Hotel Accounting
    Specific Outcomes:
  • Describe four main business structures
  • Explain why financial information is important for the various people and departments who use it
  • Discuss the hotel's specific procedures when it comes to the night audit
  • Be able to identify the differences between profit and service centres within the hotel and give examples
  • Identify the three main objectives of the accounting role within the hotel
  • Explain the front office accounting system
  • Identify the controls that are used in the accounting cycle
  • Define 'accountancy'
  • List the main objectives of accountancy
  • Describe the basic accountancy concepts
  • Explain what the following mean:
    a. The double-entry system
    b. An account the accounting equation
    c. Source documents (and be able to give examples)
    d. Assets
    e. Liabilities
    f. Revenue
    g. Expense, and
    h. Owner's equity
  • Explain the differences (with examples) of income and expenditure
  • Explain the use of basic T-accounts
  • Explain the uses of journals (such as the cash receipts and cash payments, journals, purchases journal, sales journal, purchases returns and sales returns journal)
  • Post to the general ledger
  • Enter a journal entry into the general ledger
  • Know how to enter entries to journals accurately and correctly
  • Know how to accurately check transaction documents and account balances to ensure that they are matching
  • Prepare a trial balance
  • Determine the importance of the trial balance within the accounting cycle
  • If given a set of financial transactions, be able to identify the correct account categories

    Hotel Law (Credits 15)
    Hotel Law
    Specific Outcomes:
  • Explain the legislation pertaining to the granting of liquor licences, particularly in the hotel industry
  • Discuss the liquor legislation that affects the hotelier
  • Know and understand the terms used in the legislation, for example, statutory law, common law, the HITB, the CCMA, temporary licences, and so on
  • Describe the obligations of the hotel manager with respect to liquor legislation
  • Explain how the law of contract affects the hotelier, particularly in respect to reservations, deposits, guest absences, loss of guest property, injury to guests and ejectment of guests
  • Describe the hotelier's rights when a guest leaves the hotel without paying his or her outstanding accounts
  • Describe the major areas covered in labour legislation, namely, the Labour Relations Act, The Basic Conditions of Employment Act, The Wage Determination Act, and The Bargaining Councils Act
  • List the records that the hotelier needs to keep in relation to staff salaries and employment
  • Describe the financial returns the hotelier needs to make, as contained in legislation
  • Describe the considerations the hotelier must take when dismissing staff
  • Be aware of the types of inspections that may take place by statutory bodies and local government authorities

    Introduction to Computers (Credits 10)
    Specific Outcomes:
  • Demonstrate the ability to:
    a. Identify the need for you to be computer literate and the limitations placed on you if you are not computer literate
    b. Identify various career paths available to you if you are computer literate
    c. Explain the difference between hardware and software
    d. Differentiate between the various hardware peripherals and describe the use of each (examples included in range hardware, printer, monitor) economy
    e. Describe the function of each peripheral
    f. Describe the role of software in computers
    g. Describe the uses of a word processing software, spreadsheet software and database software and give examples
    h. Describe how data is transferred between computers

    Hospitality Management II (Credits 32)
    Specific Outcomes:
  • Outline the contribution of management and mismanagement to peoples' economic and technological progress, and to their survival
  • Define the term 'management'
  • Discuss the five key ideas contained within this definition
  • Summarise and distinguish between the five conventional approaches and the one unconventional approach to management thought
  • Define and discuss the functional approach to management
  • Define and discuss Minzberg's managerial roles
  • Distinguish between management as an art, a science and a profession
  • Differentiate between the levels of management and the skills required at these different levels
  • Define the three environments which comprise the organisational environment
  • Discuss thoroughly the six elements of the general environment
  • Discuss the six main components of the task environment
  • Outline the origin, rationale and changing nature of social responsibility
  • Discuss the practical implementation of social responsibility in South Africa
  • Define the concept of Management by Objectives (MBO)
  • Outline the major steps in the MBO process
  • Provide guidelines on how to set objectives
  • Show the factors which distinguish effective from ineffective MBO programmes
  • Provide a summary of the benefits and problems associated with MBO
  • Give an overall evaluation of MBO programmes
  • Define the concept of planning
  • Outline the importance of planning
  • Describe the basic universal steps of planning
  • Identify and discuss the different types of objectives associated with planning
  • Summarise and describe the different types of operational plans and their individual components
  • Describe the major tools and techniques for assisting with planning
  • Define the concept and outline the importance of organising
  • List the five steps of organising
  • Explain the concepts of specialisation and departmentalisation
  • Distinguish between the formal and informal organisation
  • Discuss the differences, advantages and disadvantages of 'tall' and 'flat' organisations
  • Define the concept of authority
  • Explain the concept 'delegation', give the reasons why delegation is often problematic, and make practical suggestions for facilitating successful delegation
  • Explain the difference between centralisation and decentralisation
  • Explain the difference between line and staff relationships and define what is meant by the scalar chain
  • Define co-ordination and explain why the co-ordination process is important to managers
  • Give the reasons for co-ordination
  • Explain the problems associated with co-ordination
  • List and explain the three types of techniques for improving co-ordination
  • Select an appropriate co-ordination technique to suit different situations
  • Define communication and the three elements in the basic communication process
  • Explain the importance of communication
  • List five barriers to communication and suggest five methods for overcoming these barriers
  • State those situations where one-way communication is more appropriate and where two-way communication is more appropriate
  • Discuss the three types of interpersonal communication
  • List and discuss the different types of communication structures found within small groups in organisations
  • Define leadership
  • Describe the difference between leadership and management
  • Identify the variables within the leadership functions outlined by the Ohio and Michigan Studies
  • Distinguish between boss-centred and subordinate-centred leadership
  • Describe the terms 'leader-member relations', 'task structure', and 'positional power', and show how these combine to determine the leader's influence
  • Illustrate and describe the four different leadership styles outline in Hersey and Blanchard's situational leadership model
  • Outline the basic rules of the path-goal theory of House and Evans
  • Describe Vroom and Yetton's contingency model of leadership
  • Outline the importance of decision-making as a social process in an organisation
  • Describe the means by which the effectiveness of a decision can be judged
  • Describe and apply the decision-making process
  • Gain insight into the concept and process of human motivation
  • Understand the historical development of the motivation concept
  • Distinguish between the content theories of motivation, and the process theories of motivation
  • Understand motivation in the organisational context
  • Define the concept of control
  • Describe how planning is linked to controlling
  • Outline four reasons that state why controlling is important
  • Illustrate and explain the steps in the control process
  • Describe the four types of control methods
  • Outline the steps in establishing a control process
  • List seven criteria for ensuring the effectiveness of a control process
  • Define the concept of budgetary control
  • Illustrate the steps in the budgeting process
  • Describe the basic types of budgets
  • Understand the role that computers play in supplying managers with information to support them in conducting their work
  • Provide you with the broad details needed to successfully design and implement a management information system
  • Provide details on recent developments in the computing field
  • Outline the impact that computers and management information systems have had on management and organisations

    Hotel Marketing (Credits 10)
    Specific Outcomes:
  • Define marketing and analyse the differences between needs, wants and demands
  • Describe how marketing intends to build long term customer relationships and thereby achieve their goals
  • Describe how the marketing concept and the societal marketing concept can be applied to the marketing of a hotel or restaurant
  • Analyse the marketing challenges of the next century
  • Describe how the marketing strategy ties in with the company strategy and how the marketing strategy assists in the accomplishment of company goals
  • Describe the marketing process and define the terms target market marketing mix
  • Describe the four elements of the marketing mix namely product, place, price and promotion
  • Explain how the marketing manager would implement plans in the hotel to ensure the marketing strategy is successful
  • Describe and give examples of the internal environment of the hotel organisation
  • Explain the relationship between the organisation and its environment and the effects of the environment on the hotel, citing examples in each of these environments
  • Describe how the hotel organisation would react to these pressures from the environment
  • Describe the aims of market research and why market research into new opportunities is essential
  • Describe the market research process and be able to carry out research into your own opportunity
  • Explain the key ideas of primary data collection, secondary data collection, implementation of the research plan and reporting on the findings
  • Describe the process that the consumer goes through when purchasing a product
  • Outline the main factors that influence consumer behaviour and buying
  • Describe the adoption process and how this affects the purchase process
  • Describe how location can affect the success of a hotel
  • Discuss the location factors that customers consider when choosing a product (hotel or restaurant)
  • Describe how the layout of the hotel (internal and external) affects the consumers purchase decision
  • Define the product in a hotel or restaurant environment
  • Describe the term packaging and explain how this concept is applied in the hospitality industry
  • Describe the elements of the product
  • Analyse consumer and business products
  • Define the term shopping product and explain how a hotel or restaurant would fit into this classification
  • Define branding giving examples in the hospitality industry and explain how branding assists in making consumers aware of products describe the process that a hotel or restaurant would go through when developing a new product or adapting an existing product
  • Explain the product life cycle and the manner in which the marketing manager must react at the various stages in the product life cycle
  • Describe the considerations that the marketing manager and other divisional managers make when setting prices in hotels and restaurants
  • Develop room rates for a hotel
  • Describe the difference between the price leading and price following
  • Explain which hotels would price lead and which would price follow and why
  • Describe the factors that could influence rate selection in a hotel
  • Describe the considerations made when developing and pricing menus in restaurants
  • Describe the distribution channels available to the hotel marketing manager and give an example of each preferably from your area where you live
  • Explain the difference between direct selling and indirect selling
  • Motivate why hotels make use of intermediaries when choosing channels of distribution
  • Describe the role of marketing personnel in establishing and building and maintaining the relationship between the hotel and intermediaries
  • Define the term promotions mix and explain each of the components namely: advertising, personal selling, sales promotion, and public relations
  • Explain the stages in buyer readiness and describe how this is used to prepare communications to the consumer
  • Describe the considerations the marketing manager must make prior to communicating with the consumer
  • Plan an advertisement for a hotel or restaurant bearing in mind the target market, the type of advertisement, the heading, the content and illustrations
  • Describe two types of internal advertising that a hotel would undertake
  • Describe the importance of a hotel sales executive in personal selling
  • List the attributes of a successful, sales person
  • Define the term promotion and describe two types of promotion that a restaurant (private or hotel) may undertake
  • Explain the role of public relations and analyse the effects of good and bad
  • Describe the positive role that editorial publicity can offer the company
  • Obtain an example of editorial publicity from a media source and comment on its advantage or disadvantage to the comp0any
  • Describe and illustrate the records that should be kept by the sales office for personal selling
  • Explain the importance of keeping sales records and identify how these assist the marketing efforts

    Business Communication (Credits 10)
    Specific Outcomes:
  • Describe the relationship between these concepts
  • Analyse an audience in terms of its background
  • Analyse a communication event
  • Evaluate the effectiveness of a communication
  • Devise a communication strategy
  • Describe the nature and scope of non-verbal communication
  • Explain the role of non-verbal communication in business communication
  • Explain the important role of communications in the hospitality industry
  • The communication systems of an organisation
  • Basic organisational structures and their communication implications
  • Communication in the employment hierarchy and the representative system
  • Communication techniques used in organisational communication
  • Informal networks that exist in organisations
  • Understand the nature of communication media
  • Describe the features of communication media
  • Evaluate the effectiveness of media for specific communications
  • Select the most suitable medium for a specific communicative purpose:
  • The nature of oral communication
  • The techniques of interviewing, negotiating and counselling
  • The techniques of speech preparation and delivery and
  • The techniques of written communication for specific business purposes

    Human Resources Management (Credits 10)
    Human Resource Management
    Specific Outcomes:
  • Identify the environmental influences on the human resources department
  • List the main responsibilities of the human resources department
  • Describe the structure of the human resources department and be able to discuss the difference between line and staff positions
  • Describe the relationship between the human resources department and other departments in the organisation
  • Identify limits of authority of line and staff departments
  • Describe the relationship that are created through the interaction between the organisation, the individual and the government
  • Describe how job analysis is carried out and the purpose of job analysis
  • Develop a fob description and a personnel specification for a position within a hotel
  • Develop an advertisement for a position within the hotel, with due consideration to the heading, content and details
  • Explain how you would conduct a selection interview for a position within the hotel
  • Describe the questions that you would ask when checking a reference for a fob applicant
  • Develop an induction checklist for new employees entering the hotel
  • Describe the way in which records may be kept and the types of records that are kept
  • Describe the ways in which a business may suffer when labour turnover becomes too high
  • Calculate labour turnover and labour stability percentages
  • Describe the purpose of an exit interview and develop questions that you may ask an exiting employee
  • Explain how the human resources manager would develop a manpower plan
  • Describe the difference between a succession plan and a career path
  • Develop a personal career path
  • Identify the ways in which employees are motivated within the organisation
  • Develop a motivational strategy for a department
  • Identify the main components of compensation management and describe them
  • Explain the purpose and benefits of job evaluation
  • Explain the importance of performance appraisal and explain how performance appraisal takes place within the organisation

    Human Resources Development
    Specific Outcomes:
  • Analyse the differences between education, training
  • Discuss the aims of training an the reason for training in organisations
  • Describe the influence that legislation has had on the new training and education systems in South Africa
  • List the effects that legislation has on the human resources function
  • Explain how the national qualifications frameworks affects training in hotels
  • Define a national qualification and explain the meaning of unit standards
  • Define the terminology used in a national qualification
  • Describe how you, as a human resources manager would implement national qualifications into the hotel you work for
  • Define the terminology unit standard, performance criteria, range, underpinning knowledge
  • Analyse the difference between on the job training and off the job training
  • Choose a suitable method of training for a given situation
  • Describe the process of coaching employees
  • Describe the training process and its components
  • Training needs analysis
  • Preparation phase of course development
  • Course preparation
  • Evaluation
  • Prepare a simple training manual
  • Plan outcomes for a training course
  • Describe how you would prepare to train employees and the organising function
  • Describe the assessment process
  • Keep simple training records
  • Prepare a simple budget

    Labour Relations
    Specific Outcomes:
  • Describe the history of labour relations and the various theories that have evolved around labour relations
  • Discuss how labour relations in South Africa have evolved
  • Discuss the environmental variables that impact on labour relations in the organisation
  • Explain the objectives and functioning of trade unions, employer organisations and the State, and explain the relationship between them
  • Describe the legislation that affects labour relations in the workplace
  • Demonstrate how this legislation is applied
  • Describe the structures put in place for employee involvement in the workplace through workplace forums
  • Describe the conflict resolution procedures through the Commission for Conciliation, Mediation and Arbitration (CCMA) and the Labour Court
  • Illustrate the purpose of workplace agreements and describe how they are applied
  • Explain the negotiation process
  • Describe the effect legislation has on strikes and lock-outs and how this affects labour relations in the workplace

    Business Economics (Credits 10)
    Specific Outcomes:
  • Analyse the difference between a capitalist and socialist system
  • Describe how a hotelier would use the factors of production to start a new business
  • Explain the different types of consumers found that use hospitality organisations and how their contractual capacity affects business transactions
  • Describe the difference between the private sector and the public sector
  • List and describe the six forms of ownership that a business may choose
  • List two advantages and two disadvantages of each type of business ownership
  • Choose the correct form of business ownership for a business
  • Explain the role of the public sector in providing services to the private sector, and
  • Describe how the factors in the external environment can impact on the internal environment
  • Explain the structure of a large business organisation and the different combinations that can take place
  • List the seven functional areas of the internal organisation
  • Describe the tasks of management and give an example of each
  • Explain the three levels of management found in a hospitality organisation and give examples of positions
  • Explain how the business organisation must use the limited resources to produce products and services in the hospitality organisation
  • Explain what is meant by business policy and give an example of one policy in a hotel
  • Describe how these policies can be made effective
  • Explain the two types of capital and give an example of each
  • List three tasks and three objectives of the financial manager
  • Explain how a business can acquire fixed capital and working capital
  • Define the terms under-capitalisation and over-capitalisation
  • Describe the 5 types pf assets and explain how these can be controlled
  • List and explain the main responsibilities of the production manager
  • Define marketing and explain the main concepts behind marketing of the organisation
  • Describe how the marketing mix can ensure continued support by consumers
  • Explain the role of public relation in the organisation
  • List and describe the tasks of the personnel function
  • Explain how the administrative function is integrated into all functions in the enterprise and how the administrative function assists with decision making and goal achievement
  • Describe the responsibilities of the purchasing function, and
  • Explain how co-ordination is achieved between the various functional areas

    Contract Law (Credits 10)
    Specific Outcomes:
  • List and explain the 6 basic requirements for a valid contract
  • Explain what is meant by offer and acceptance
  • Explain the requirements for offer and acceptance
  • Show how the legal capacity affects the capacity to contract including:
  • The difference between infans and pupillus
  • The impact on the guardians consent and effect on the minor's contracts
  • Explain the terms ratification and emancipation
  • Explain how a fraudulent statement of age or claim that the guardian consented affects the contract
  • Analyse the difference between a contract of marriage in community of property and one with an antenuptial contract
  • Show the effect of mental incapacity, prodigality and insolvency on a contract
  • Explain the term 'illegal contract' and be able to give examples of an illegal contract
  • List three contracts that must be in writing
  • Explain the term physical impossibility and give examples of contracts where performance of the contract is physically impossible
  • List the six factors, any one of which will cause a contract to be void
  • Explain the effect of the par delictum rule
  • List the classes of mistakes that are recognised in law
  • Describe the effect on a contract which is tainted by mistake
  • Explain the difference between a void contract and a voidable contract
  • Explain what is meant by misrepresentation
  • List and explain the three different categories of misrepresentation
  • Show how the different principles apply to each category of misrepresentation and the damages which can be claimed under each
  • List the four elements that must be present to justify cancellation for misrepresentation
  • Explain the requirements for duress and undue influence
  • Explain what an unenforceable contract is giving two examples
  • Define the words a condition, a time clause, a warranty, a puff and a representation and be able to example the effect of each
  • Explain the types of conditions to which a contract may be subject to
  • Explain the difference between a suspensive condition and a resolutive condition
  • Discuss the rights of the parties (debtor and creditor)
  • Explain joint liability and joint and several liability and explain the different consequences of these
  • Define the term cession and explain:
  • When cession is constituted
  • When cession is not possible
  • When the debtor's consent is needed
  • Notice that needs to be given to the debtor
  • Defences available to the debtor against a cessionary
  • Explain the meaning of the term performance
  • Explain the ways in which performance is rendered to the creditor
  • Explain what 'legal tender' is
  • List and explain the five ways in which breach of contract can occur
  • Explain the meaning of excepio non adimpleti contractus
  • Explain the term 'specific performance' and the principles that the court applies in exercising discretion
  • Explain the meaning of lex commissoria, time is of the essence and interpellatio with regard to cancellation of contracts
  • Explain the principle on damages
  • List and explain the four principles applied when assessing damages
  • List and describe all the ways in which you can terminate a contract (except from performance and cancellation resulting from breach)
  • Explain the following terms:
  • Merger
  • Set-off
  • Supervening impossibility
  • Prescription

    Hotel Accounting II
    Specific Outcomes:
  • Reconcile bank statements using cash records
  • Record and balance petty cash transactions for financial institutions using the imprest system
  • Make the correct entries into the journal for the adjustment trial balance
  • Prepare an income statement
  • Identify which accounts are transferred to the balance sheet
  • Draw up the balance sheet, and
  • Interpret the balance sheet results
  • Develop a cash flow statement
  • Understand the importance of cash flow statements for the hotel industry
  • Understand why a hotel needs to draw up a budget
  • Extract a budget from the figures that will be given to you
  • Have a basic background to the VAT laws and payment thereof
  • Determine the VAT on sales and payments
  • Identify the different deductions made on salaries and wages, and
  • Prepare and pay out manual salaries 

  • ASSOCIATED ASSESSMENT CRITERIA 
    1. Problems are solved by means of exploring and critically evaluating abstract and personal situations
    2. Problems are solved by generating alternative strategies for dealing with those problems
    3. Collaborative work as part of a team, group, organisation or community is effective
    4. Organisation and management of self and activities is responsible and effective
    5. Information is collected, analysed, organised and critically evaluated
    6. Recognition of the problem solving context as part of a larger context is demonstrated
    7. Understanding of the world as a set of related systems is demonstrated
    8. Strategies to manage effectively are explored and reflected on
    9. Education and career opportunities are explored
    10. Entrepreneurial opportunities are developed
    11. Communication using visual, mathematical and language skills in the modes of oral and/or written persuasion is effective
    12. Decision making is responsible and effective
    13. Creative thinking patterns are stimulated and developed
    14. Information from the media and other sources is interpreted
    15. Current trends and developments are monitored
    16. Appropriate responses to current trends and developments are made
    17. Technology is used effectively and responsibly
    18. Research is conducted independently

    Hospitality Studies (Credits 30)
    Introduction to the Hospitality Industry
    Specific Outcomes - Associated Assessment Criteria:
  • Analyse a business and determine the way it functions
  • Function on a business environment
  • Display cultural awareness in dealing with customers and colleagues
  • Describe layout, services and facilities or the organisation
  • Maintain a safe working environment
  • Maintain a secure working environment
  • Maintain personal health, hygiene and professional appearance
  • Describe hospitality travel and tourism industries
  • Apply for a job or work experience placement

    Communications and Guest Relations (Credits 34)
    Guest Relations
    Specific Outcomes - Associated Assessment Criteria:
  • Deal with customers
  • Process in coming and outgoing telephone calls
  • Display cultural awareness in dealing with customers and colleagues
  • Maintain customer satisfaction
  • Create, maintain and improve productive working relationships
  • Improve service to customers
  • Deal with customer complaints and incidents

    Communications
    Specific Outcomes - Associated Assessment Criteria:
  • Communicate verbally and non-verbally
  • Prepare written communication

    Front of House I (Credits 23)
    Specific Outcomes: Associated Assessment Criteria
  • Analyse a business and determine the way it functions
  • Deal with customers
  • Process in coming and outgoing telephone calls maintain a safe working environment
  • Maintain a secure working environment
  • Handle mail, messages and written communications
  • Provide a collection and delivery service
  • Operate a payment point and process payments
  • Maintain customer satisfaction
  • Audit financial procedures/conduct night audit
  • Operate a cash and coin float
  • Process credit cards, cheque and bank transactions
  • Process financial transactions
  • Perform cashiering administration
  • Operate a smart card system
  • Store and handle customer and establishment property
  • Provide a collection and delivery service
  • Greet and assist guests on arrival and departure
  • Make telephone calls
  • Provide customer in formation and book external services
  • Maintain a booking system
  • Handle and record refunds
  • Deal with the arrival of customers
  • Prepare accounts and deal with departures
  • Exchange foreign cash and travellers cheques
  • Co-ordinate the greeting and assisting of guests on arrival and departure
  • Maintain a front office service
  • Maintain the portering/concierge service

    Accommodation Services
    Specific Outcomes: Associated Assessment Criteria
  • Maintain effective working relationships with other staff members
  • Maintain healthy, hygiene and professional appearance
  • Prepare beds and handle linen and bed coverings
  • Service toilets and bathroom areas
  • Service guest bedroom areas
  • Clean floors and floor coverings
  • Handle and store cleaning equipment and materials
  • Handle and dispose of waste
  • Maintain the housekeeping service
  • Maintain customer satisfaction
  • Maintain receipt, storage and issue of goods
  • Contribute to the identification of short term supply needs
  • Maintain the cleaning programme for own area of responsibility
  • Plan, organise and monitor work in own area of responsibility
  • Monitor and maintain health, security and safety
  • Maintain a preventative maintenance programme
  • Control and order stock
  • Store and handle customer and establishment property
  • Provide a collection and delivery service
  • Clean and maintain public areas
  • Service toilets and washrooms
  • Provide valet service
  • Control linen for external laundry
  • Provide a housekeeping service
  • Maintain housekeeping supplies
  • Maintain clean linen supply
  • Provide for first aid

    Hygiene (Credits 23)
    Specific Outcomes - Associated Assessment Criteria:
  • Maintain health, hygiene and professional appearance
  • Monitor and maintain health, safety and security
  • Maintain hygiene in food preparation, cooking and storage

    Purchasing, Control and Costing
    Specific Outcomes - Associated Assessment Criteria:
  • Maintain receipt, storage and issue of goods
  • Contribute to the identification of short term supply needs
  • Monitor and maintain health, safety and security
  • Maintain hygiene in food preparation, cooking and storage
  • Maintain cleaning programme in own area of responsibility
  • Maintain supply levels
  • Accept and store deliveries

    Catering Theory 1
    Specific Outcomes - Associated Assessment Criteria:
  • Display cultural awareness in dealing with customers and colleagues
  • Handle and maintain utensils and equipment
  • Clean food production areas and equipment
  • Handle and maintain knives
  • Develop and implement new recipes and menus
  • Perform basic calculations
  • Calculate food cost and gross profit percentage
  • Establish the cost effectiveness of in house production as opposed to outsourcing products and services
  • Identify commodities used in food preparation
  • Identify basic cooking methods and techniques
  • Maintain effective work flow procedures within your area of responsibility
  • Establish and maintain nutrition and dietary guidelines
  • Maintain health, hygiene and professional appearance
  • Monitor and maintain health, safety and security
  • Maintain hygiene in food preparation, cooking and storage

    Food and Beverage Control
    Specific Outcomes - Associated Assessment Criteria:
  • Process payments
  • Prepare written communications
  • Maintain the receipt, store and issue of goods
  • Maintain supply levels
  • Plan, organise and monitor work in own area of responsibility
  • Accept and store food deliveries
  • Maintain cellars/beverage store room
  • Control and order stock
  • Prepare and maintain financial records
  • Interpret financial accounts
  • Process financial transactions

    Food and Beverage Studies (Credits 23)
    Specific Outcomes: Associated Assessment Criteria
  • Maintain a drink service
  • Prepare and clear tables for service
  • Prepare and clear table for counter service
  • Prepare and clear areas for take away service
  • Prepare and clear areas for drink service
  • Clean and store glassware
  • Prepare and clear areas for room service
  • Clean and re-stock drinks machine and equipment
  • Prepare service and clear function rooms
  • Provide a table service
  • Provide a table drink service
  • Provide a carvery and buffet service
  • Provide a silver service
  • Provide and service bottled wines
  • Prepare and serve cocktails
  • Prepare kegs and gas cylinders for use
  • Provide drinks service for licensed premises
  • Provide take away service
  • Prepare a counter service
  • Provide a room service
  • Recommend, present and serve wine
  • Prepare and serve spirits and liqueurs
  • Maintain the food counter service maintain table service
  • Maintain drink service

    Hospitality Management I (Credits 32)
    Guest Relations Management
    Specific Outcomes: Associated Assessment Criteria
  • Manage staff development
  • Sell product or services
  • Deal with customers
  • Display cultural awareness in dealing with customers and colleagues
  • Plan and deliver staff training in own area of responsibility
  • Create, maintain and improve productive working relationships
  • Deliver group training
  • Manage information flow
  • Improve service to customers
  • Lead and manage teams of people

    Supervision and training
    Specific Outcomes: Associated Assessment Criteria
  • Conduct on the job coaching
  • Develop self within the job role
  • Plan and deliver staff training in own area of responsibility
  • Create and maintain productive working relationships
  • Lead and manage teams of people
  • Plan, organise and monitor work in own area of responsibility
  • Management staff development
  • Induct new staff to the workplace
  • Conduct disciplinary and grievance procedures
  • Improve service to customers
  • Manage information flow

    Maintenance and Security (Credits 20)
    Security
    Specific Outcomes: Associated Assessment Criteria
  • Maintain a secure working environment
  • Maintain a safe working environment
  • Maintain customer satisfaction
  • Plan and deliver staff training in own area of responsibility
  • Create, maintain and improve productive working relationships
  • Manage information flow
  • Lead and manage teams of people
  • Plan, organise and monitor work in own area of responsibility
  • Monitor and maintain health, safety and security

    Maintenance
    Specific Outcomes: Associated Assessment Criteria
  • Develop a fundamental understanding of the plant and equipment found in a hospitality organisation
  • Identify the main divisions and areas of responsibility of maintenance in a hospitality organisation
  • Maintain a safe and secure working environment
  • Carry out procedures in the event of a fire
  • Maintain an effective pest control system in a hotel operation

    Maintenance Management
    Specific Outcomes: Associated Assessment Criteria
  • Maintain a preventative maintenance programme
  • Maintain an emergency maintenance programme
  • Maintain a maintenance reporting system
  • Create and maintain productive working relationships
  • Lead and manage teams of people
  • Interpret financial accounts
  • Plan, organise and monitor work in own area of responsibility

    Front Office Management (Credits 20)
    Front Office Management
    Specific Outcomes: Associated Assessment Criteria
  • Plan and deliver staff training in own area of responsibility
  • Create and maintain productive working relationships
  • Lead and manage teams of people
  • Plan, organise and monitor work in own area of responsibility
  • Management staff development
  • Induct new staff to the workplace
  • Conduct disciplinary and grievance procedures
  • Improve service to customers
  • Manage information flow
  • Sell products and services
  • Monitor credit applications and transactions
  • Process cheque, credit card and bank transactions
  • Improve service to customers
  • Manage ones own development and time
  • Interpret financial accounts
  • Maintain the front office service
  • Maintain portering/concierge service
  • Produce front office data and reports

    Food and Beverage Studies (Credits 20)
    Restaurant Management
    Specific Outcomes: Associated Assessment Criteria
  • Maintain customer satisfaction
  • Plan and deliver staff training in own area of responsibility
  • Create, maintain and improve productive working relationships
  • Manage information flow
  • Lead and manage teams of people
  • Plan, organise and monitor work in own area of responsibility
  • Maintain the food counter service
  • Maintain the table service
  • Maintain the drink service

    Banqueting Management
    Specific Outcomes: Associated Assessment Criteria
  • Maintain customer satisfaction
  • Plan and deliver staff training in own area of responsibility
  • Create, maintain and improve productive working relationships
  • Manage information flow
  • Lead and manage teams of people
  • Plan, organise and monitor work in own area of responsibility
  • Monitor and maintain health, safety and security
  • Supervise the running of a function

    Beverage Management
    Specific Outcomes: Associated Assessment Criteria
  • Maintain customer satisfaction
  • Plan and deliver staff training in own area of responsibility
  • Create, maintain and improve productive working relationships
  • Manage information flow
  • Lead and manage teams of people
  • Plan, organise and monitor work in own area of responsibility
  • Monitor and maintain health, safety and security
  • Maintain a drink service

    Catering Theory II (Credits 20)
    Kitchen Organisation and Planning
    Specific Outcomes: Associated Assessment Criteria
  • Develop a fundamental understanding of kitchen layout in order to achieve the most effective work flow and functioning

    Nutrition
    Specific Outcomes: Associated Assessment Criteria
  • Demonstrate understanding of the nutritional value of various foods and how these must be incorporated into a healthy eating plan and menu plan

    Commodities
    Specific Outcomes: Associated Assessment Criteria
  • Demonstrate sufficient understanding of commodities so that menus can be planned with the maximum consideration for freshness, applicability to the dish, availability and relationships of various vegetable families

    Menu Planning
    Specific Outcomes: Associated Assessment Criteria
  • Develop and introduce new recipes and menus
  • Demonstrate a fundamental understanding of the menu, menus applicable to various styles of service and course inclusions in traditional and modern menus
  • Calculate costs of various dishes to ensure maximum profitability

    Cookery Theory
    Specific Outcomes: Associated Assessment Criteria
  • Maintain hygiene in food preparation, cookery and storage
  • Prepare fruit for hot and cold dishes
  • Prepare vegetables for hot and cold dishes
  • Prepare cold and hot sandwiches and rolls
  • Prepare and microwave food
  • Prepare and fry food
  • Prepare and grill food
  • Prepare, cook and assemble food for quick service
  • Prepare and bake food
  • Prepare and boil, poach or steam foods
  • Prepare and finish reconstituted foods
  • Prepare and maintain knives
  • Clean cutting equipment

    Hotel Accounting I (Credits 28)
    Hotel Accounting
    Specific Outcomes: Associated Assessment Criteria
  • Process payments
  • Handle and record refunds
  • Manage flow of information
  • Monitor credit applications and transactions
  • Process financial transactions
  • Process cheque, credit card and bank transactions
  • Prepare and maintain financial records
  • Prepare and maintain financial accounts

    Hotel Law (Credits 15)
    Hotel Law
    Specific Outcomes: Associated Assessment Criteria
  • Develop and update the legal knowledge required for business compliance
  • Apply applicable legislation in the workplace and organisation

    Introduction to Computers (Credits 10)
    Specific Outcomes: Associated Assessment Criteria
  • Demonstrate a fundamental understanding of computers, communication with computers and the various elements of a computer system
  • Input data and text into a computer system
  • Locate and retrieve data from a computer system
  • Produce documents using a computer system

    Hospitality Management II (Credits 32)
    Specific Outcomes: Associated Assessment Criteria
  • Differentiate the major differences between profit and non-profit making undertakings
  • Provide an overview of the basic principles of management including planning, organising, leading and controlling and their associated application in the workplace
  • Describe the objectives of co-ordination and apply these
  • Identify and apply in work-related examples communication in organisations
  • Provide a framework for organisational change and methods to manage change
  • Demonstrate an understanding of the strategic planning process
  • Identify the importance of management information systems, and demonstrate an understanding of the development of MIS in an organisation

    Hotel Marketing (Credits 10)
    Specific Outcomes: Associated Assessment Criteria
  • Develop and Manage marketing strategies
  • Plan, implement and evaluate sales and development activities
  • Demonstrate a fundamental understanding of the role of marketing and its impact on the organisation and the market
  • Sell products or services

    Business Communication (Credits 10)
    Specific Outcomes: Associated Assessment Criteria
  • Communicate in a business environment
  • Display cultural awareness in dealing with customers and colleagues
  • Communicate verbally and non-verbally
  • Prepare written communication
  • Create, maintain and improve productive working relationships
  • Manage information flow
  • Lead and manage teams of people

    Human Resources Management (Credits 10)
    Human Resource Management
    Specific Outcomes: Associated Assessment Criteria
  • Contribute to the provision of required staff
  • Manage workplace relations
  • Manage workplace diversity
  • Develop a fundamental understanding of the human resources function and be able to apply principles of management to the human resources function of the organisation
  • Plan, organise and monitor work in own area of responsibility
  • Display cultural awareness when dealing with customers and colleagues
  • Manage information flow
  • Conduct grievance and disciplinary procedures

    Human Resources Development
    Specific Outcomes: Associated Assessment Criteria
  • Deliver group training
  • Train colleagues in the workplace
  • Prepare for training and develop training programmes
  • Select assessment methods and tools
  • Plan and organise assessment
  • Demonstrate a fundamental understanding of the National Qualifications Framework and training legislation and how this impacts on training in the workplace
  • Develop training budgets

    Labour Relations
    Specific Outcomes: Associated Assessment Criteria
  • Demonstrate a fundamental knowledge of the nature of labour relations and the parties involved, specifically trade unions, the State, and employers and employer organisations and to review the societal, historical and legal development of labour relations in South Africa
  • Define and discuss the terms in labour relations, mechanisms for registration and the basic rights of employees and employers
  • Analyse the impact of legislation on the organisation (Range: Labour Relations Act of 1995, Basic Conditions of Employment Act, Employment Equity Act, Skills Development Act and Skills Development Levies Act)
  • Describe the functioning of the grievance procedure and disciplinary codes

    Business Economics (Credits 10)
    Specific Outcomes: Associated Assessment Criteria
  • Demonstrate an understanding of the South African economic system and how the organisations forms part of the greater economic system (Concepts of Systems Theory)
  • Demonstrate an understanding of the various forms of business ownership and the sources of capital available to the various forms
  • Describe the various functional areas of the organisation and identify how these functions achieve the goals of the organisation

    Contract Law (Credits 10)
    Specific Outcomes: Associated Assessment Criteria
  • Explain and apply the most important aspects of:
  • Contracts
  • Sale agreements
  • Law of agency
  • Partnership agreements
  • Companies and
  • Leases
  • And apply them to working examples

    Hotel Accounting II
    Specific Outcomes: Associated Assessment Criteria
  • Process payments
  • Process financial transactions
  • Monitor credit applications and transactions
  • Prepare and maintain financial records
  • Interpret financial accounts
  • Demonstrate a thorough knowledge of the preparation, maintenance and interpretation of financial records
  • Demonstrate an understanding of the returns that the organisation is required to submit and the process that is applied to the submission

    Integrated Assessment:

    Continuous assessment in the form of self-assessment is carried out by the learner. This is done using activities and self-evaluation exercises and tasks. Continuous assessment is also carried out by the facilitators in the form of assignments that the learner must submit upon completion of each module of the learning programme.

    Formative and summative assessment are integrated in a final portfolio assessment, case studies, reports, tests and practical tasks. The learner builds up a portfolio of activities, assignments and projects which are assessed in order to determine whether the learner has achieved the exit level outcomes of the qualification. 

  • ARTICULATION OPTIONS 
    There are no further articulations possibilities but further articulation with Educational Institutions offering Degree programmes would be possible. 

    MODERATION OPTIONS 
    A system of second examiners within the institution will be used, together with a system of external examination at exit levels to the qualification. Where professional or statutory bodies are involved in determining the curriculum, they will also be involved in moderation. 

    CRITERIA FOR THE REGISTRATION OF ASSESSORS 
    Our own staff will be used as assessors in a manner accommodated within the quality management system of the institution. This would apply to outside assessors also as they will have to comply with all quality assurance procedures of the institution. 

    REREGISTRATION HISTORY 
    As per the SAQA Board decision/s at that time, this qualification was Reregistered in 2006; 2009; 2012; 2015. 

    NOTES 
    As per the SAQA decision to re-register all provider-based qualifications on the National Qualifications Framework that meet the criteria for re-registration, this qualification has been re-registered from 1 July 2018. N/A 

    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.
     
    1. Damelin Correspondence College 
    2. Intec College 



    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.