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Diploma: Reception Operations and Services 
65830  Diploma: Reception Operations and Services 
City Guilds International 
CATHSSETA - Culture, Arts, Tourism, Hospitality and Sports Education and Training Authority  OQSF - Occupational Qualifications Sub-framework 
Advanced Certificate  Field 11 - Services  Hospitality, Tourism, Travel, Gaming and Leisure 
Undefined  240  Level 5  NQF Level 06  Regular-Provider-ELOAC 
Reregistered  SAQA 9900/00  2018-07-01  2023-06-30 
2023-06-30   2025-06-30  

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. 


The purpose of the qualification is to develop learners in the hospitality industry. This qualification aims to reflect the international nature of the underpinning knowledge and practical skills and activities needed for different countries or cultures.

Learners who achieve this qualification are able to:
  • Adopt and maintain appropriate security, safety and emergency practices.
  • Deal with customers and customer requirements politely and promptly.
  • Operate effectively and co-operatively in team situations.
  • Maintain appropriate personal presentation and good standards of hygiene and health.
  • Display professional attitude consistently.
  • Maintain effective communication skills and good relationships with customers and colleagues.
  • Carry out appropriate fire prevention and evacuation procedures.
  • Carry out/manage a range of general reception procedures.
  • Carry out/manage a range of general front office procedures.
  • Carry out/manage a range of advance reservation procedures.
  • Carry out/manage a range of guest accounting procedures.
  • Use advanced selling and marketing techniques.
  • Establish, maintain and control security practices.
  • Ensure and maintain effective and professional customer service.
  • Provide effective leadership in all appropriate areas of work.
  • Establish, maintain and control safe working practices.
  • Establish, maintain and control appropriate fire prevention procedures.
  • Apply advanced selling and marketing techniques.
  • Maximise opportunities to sell products.
  • Report on sales activities to support of marketing and sales planning.


    This qualification has been designed to develop specific, advanced level skills appropriate to a person working in first level management in reception operations and services within the hospitality industry. It brings together the theoretical and practical aspects of front office and supervision and is applicable to all sectors, from small bed and breakfasts to large-scale hotels. This qualification will help to professionalise the hospitality industry. 

    It is assumed that learners have achieved the equivalent of NQF Level 4 in a formal education environment.

    Recognition of Prior Learning:

    The structure of this qualification makes the Recognition of Prior Learning possible. This qualification may therefore be achieved in part or completely through the recognition of prior learning, which includes formal, informal and non-formal learning and work experience. The learner should be thoroughly briefed on the mechanism to be used and support and guidance should be provided. Care should be taken that the mechanism used provides the learner with an opportunity to demonstrate competence and is not so onerous as to prevent learners from taking up the RPL option towards gaining a qualification.

    If the learner is able to demonstrate competence in the knowledge, skills, values and attitudes implicit in this qualification the appropriate credits should be assigned to the learner. Recognition of Prior Learning will be done by means of Integrated Assessment as mentioned above.

    This Recognition of Prior Learning may allow:
  • Accelerated access to further learning at this or higher levels on the NQF.
  • Gaining of credits towards a unit standard.
  • Obtaining of this qualification in part or in whole.

    Access to the Qualification:
  • There is open access to the qualification. However, it is preferable that learners should acquired language competencies and mathematical literacy competencies at NQF Level 4. 


    This qualification is made up of a combination of learning outcomes from Fundamental, Core and Elective components, totalling 240 credits.

    Fundamental Components (20 credits):
  • Communication, 10 credits.
  • Mathematical Literacy, 10 credits.

    Core Component (140 credits).

    Elective Component (80 credits). 

    1. Use effective communication skills within the workplace.

    2. Use mathematics in real life situations.

    3. Implement security practices.

    4. Deliver customer service to required standard.

    5. Maintain a suitable personal presentation.

    6. Maintain safety practices.

    7. Follow fire prevention procedures.

    8. Complete general reception procedures.

    9. Carry out general front office procedures.

    10. Carry out advanced reservation procedures.

    11. Carry out guest accounting procedures.

    12. Explain selling and marketing techniques.

    Critical Cross-Field Outcomes:

    This qualification addresses all the Critical Cross-Field Outcomes. A learner who obtains this qualification can:
  • Identify and solve problems in which responses display that responsible decisions using critical and creative thinking have been made.
  • Work effectively with others as a member of a team, group, organisation, community.
  • Organise and manage oneself and one`s activities responsibly and effectively.
  • Collect, analyse, organise and critically evaluate information.
  • Communicate effectively, using visual, mathematical and/or language skills in the modes of oral and/or written presentation.
  • Demonstrate an understanding of the world as a set of related systems by recognising that problem- solving contexts do not exist in isolation.
  • Participate as responsible citizens in the life of local, national and global communities. 

    Associated Assessment Criteria for Exit Level Outcome 1:
  • Use the writing process to compose various reports and texts required within the workplace.
  • Read and interpret various texts with understanding.
  • Maintain and adapt oral communication as required.
  • Use appropriate communication skills within the workplace.

    Associated Assessment Criteria for Exit Level Outcome 2:
  • Use mathematical functions correctly to solve routine problems and tasks within the workplace.

    Associated Assessment Criteria for Exit Level Outcome 3:
  • Organise and handle key systems safely and according to establishment policy.
  • Deal with guests' belongings according to establishment policy for security.
  • Use appropriate security procedures in relation to dealing with equipment and materials.
  • Report all security hazards to the appropriate authority.
  • Report all suspicious items to the appropriate authority.
  • Use appropriate security procedures following the reporting of hazards/suspicious items.
  • Report all incidents that threaten security to the appropriate authority.
  • Carry out effective emergency procedures when the need arises.
  • Compile an appropriate asset audit for a reception department.
  • Prepare and evaluate appropriate security check lists.
  • Produce suitable plans to cover contingencies.
  • Plan and provide staff training in security.
  • Ensure knowledge of security developments is continually updated.
  • Maintain security of information practices as appropriate.

    Associated Assessment Criteria for Exit Level Outcome 4:
  • Use a positive approach to customer service to include politeness, promptness, identification of customer requirements and taking remedial action.
  • Deal appropriately with customers in different situations, including, face to face, telephone and writing.
  • Deal appropriately with difficult customers, including angry, boisterous, intoxicated and abusive customers, according to establishment guidelines.
  • Deal appropriately with customers with special needs including physical, language and VIPs.
  • Give assistance to customers including, information, physical help and referral.
  • Refer, as appropriate, situations requiring attention beyond the limits of own authority.
  • Deal appropriately with customer requirements including urgent, non-urgent and special requirements.
  • Apply written and in-house procedures for standard customer service.
  • Record customer service provision using logs and written reports where appropriate.
  • Maintain confidentiality where appropriate.
  • Identify, prioritise and confirm customer requirements.
  • Adapt responses to suit customer behavior.
  • Ensure hosts are identified and appropriately addressed in group situations.
  • Provide information and referral advice when requested.
  • Take corrective action where a guest is dissatisfied.
  • Provide physical assistance and/or referral advice as required.
  • Deal with difficult customers effectively.

    Associated Assessment Criteria for Exit Level Outcome 5:
  • Maintain appropriate personal presentation consistently.
  • Maintain good standards of personal hygiene and health consistently.
  • Carry out and complete all tasks with a professional attitude.
  • Operate effectively and co-operatively in team situations.
  • Act as a competent team leader.
  • Maintain and use effective communication skills.
  • Maintain good relationships with customers and colleagues.
  • Maintain appropriate health and safety practices.
  • Give effective leadership in all appropriate areas of work.

    Associated Assessment Criteria for Exit Level Outcome 6:
  • Select and wear appropriate protective clothing at all times.
  • Ensure equipment is safe and fully maintained at all times.
  • Apply appropriate safety procedures when using equipment and dangerous substances.
  • Identify and report safety hazards without delay.
  • Complete a safety hazard analysis at appropriate times.
  • Operate and clean equipment safely, referring to manufacturers' instructions as appropriate.
  • Store dangerous substances safely.
  • Carry out basic first aid.
  • Accurately record accidents and promptly report them to the appropriate authority.
  • Prepare reports identifying health and safety hazards.
  • Prepare reports detailing how risks will be minimised.
  • Organise safety training appropriately.
  • Update and develop own knowledge and competence on safety matters.
  • Deal appropriately with reported safety hazards.

    Associated Assessment Criteria for Exit Level Outcome 7:
  • Identify potential fire hazards and take appropriate action in accordance with establishment guidelines.
  • Take appropriate precautionary action on the discovery of a fire.
  • Participate in appropriate fire fighting training.
  • Deal with fire safely in training/practice situations.
  • Inspect fire fighting equipment regularly and report maintenance requirements.
  • Carry out evacuation procedures when appropriate, and in accordance with establishment guidelines.
  • Collate appropriate data for analysing fire hazards within the establishment.
  • Organise, conduct and evaluate training in fire safety.
  • Produce control procedures for flammable materials.
  • Appraise establishment areas continually for fire risk and produce appropriate reports.

    Associated Assessment Criteria for Exit Level Outcome 8:
  • Receive and welcome guests politely and in accordance with organisational guidelines.
  • Welcome guests using appropriate methods and techniques.
  • Receive and check-in guests on arrival.
  • Use the appropriate establishment procedures for group arrivals.
  • Use the appropriate procedures for 'no trace' reservations.
  • Release/guarantee reservations.
  • Deal with non-arrivals as appropriate to organisational guidelines.
  • Provide appropriate service for guests in residence.
  • Handle the departure of guests appropriately to include checking out.
  • Deal with departing guests at reception.
  • Handle the departure of guests using the correct procedures at the cashier's desk.
  • Use in-house communication systems correctly and as necessary.
  • Employ appropriate inter-departmental relationships with other departments.
  • Employ positive communication techniques/co-operation from reception to housekeeping departments.
  • Employ effective management skills when applying reception procedures.

    Associated Assessment Criteria for Exit Level Outcome 9:
  • Use computerised or manual systems to provide front office documents.
  • Access, manage and retrieve data from the main types of electronic or manual filing systems as appropriate.
  • Maintain and operate the main communication systems and services appropriately.
  • Establish the credit worthiness of guests.
  • Handle and process financial transactions between guests and the front office.
  • Handle and process visitors' pay outs/disbursements using the appropriate procedures.
  • Accept and correctly process different methods of settlement of guests' accounts.
  • Obtain and/or authorise the recording and control of petty cash using the correct procedures.
  • Use basic banking procedures for different types of payment.
  • Take the precautions necessary for the safe handling of cash and other forms of payment.
  • Calculate front office performance indicators in order to assist management analysis.
  • Forecast cash flow needs for floats appropriately.

    Associated Assessment Criteria for Exit Level Outcome 10:
  • Use different types of tariffs according to customer needs when selling accommodation.
  • Take reservations from different sources and handle as appropriate.
  • Use different methods of receiving advance reservations.
  • Record an advance reservation appropriately.
  • Process and record advance reservations accurately.
  • Control and manage levels of bookings/reservations.
  • Confirm advance reservations accurately and appropriately.
  • Deal appropriately with guests requesting credit settlement when making a reservation.
  • Process and use guest history data.
  • Apply yield management techniques when handling advance reservations.

    Associated Assessment Criteria for Exit Level Outcome 11:
  • Open, prepare and maintain guests' accounts by manual (tabular ledger) method.
  • Prepare and present guests' bills and various types of accounts using the appropriate procedures.
  • Close guests' accounts when checking out using the correct procedures.
  • Balance the tabular ledger according to establishment procedures.
  • Input, access and retrieve data from a computerised guest accounting system.
  • Check customer credit worthiness where appropriate.
  • Interpret and present guest accounting information for management analysis.

    Associated Assessment Criteria for Exit Level Outcome 12:
  • Promote the main products and services of the establishment in accordance with its marketing objectives.
  • Target the segments of the market that require the range of products and services provided by the establishment.
  • Identify customer needs and offer products and services that satisfy those needs.
  • Sell products and services available from a hotel reception.
  • Assist the customer in making a suitable purchase.
  • Achieve sales through the use of selling techniques, product knowledge, sales aids and appropriate personal attributes.
  • Employ the personal attributes, skills and techniques necessary for effective selling at a reception point.
  • Use the range of selling opportunities available in order to satisfy customer needs.
  • Develop sales opportunities for front office/reception.
  • Ensure the availability of main products for sale in a hotel or similar.
  • Maintain records of sales in support of marketing and sales planning.

    Integrated Assessment:

    Assessment practices must be open, transparent, fair, valid, and reliable and ensure that no learner is disadvantaged in any way whatsoever.

    This qualification is comprised of the following:
  • Practical competences-what a candidate must be able to do.
  • Knowledge requirements-what a candidate must know.

    There are several ways in which these can be assessed:


    Assessors may be required to use different assessment methods:
  • Competence checklist-observation of performance.
  • Competence checklist-appraisal of a product.
  • Practical assignment.

    Knowledge requirements:

    Learners will be required to take tests to show that they meet the knowledge requirements.

    These assessments can take the following forms:
  • Written tests-multiple choice.
  • Written tests-short, structured questions.

    Learning, teaching and assessment are inextricably interwoven. Whenever possible, the assessment of knowledge, skills, attitudes and values shown in the modules will be integrated.

    Assessment of communication, language, literacy and numeracy should be integrated as far as possible with other aspects and should use practical contexts wherever possible.

    Where it is not possible to assess the learner in the workplace or on-the-job, simulations, case studies, role-plays and other similar techniques such as realistic working environment including real work timescales and pressures should be used to provide a context appropriate to the assessment.

    During integrated assessments the assessor should make use of formative and summative assessment methods and assess combinations of practical, applied, foundational and reflexive competencies.

    All learners are required to complete an externally set and marked international examination in order to achieve the qualification.

    Assessment should ensure that all outcomes and critical cross-field outcomes are evaluated. 

    The International Vocational Qualification (IVQ) Certificate in Reception Operations and Services, the IVQ Diploma in Reception Operations and Services and the IVQ Advanced Diploma in Reception and Operations and Services have been benchmarked against international standards and qualifications, including those of the United Kingdom, Australia, New Zealand, Spain and Hungary, in order to establish comparability to Levels of the National Qualifications Framework (NQF) of England, Wales and Northern Ireland and UK National Occupational Standards (NOS):

    City & Guilds IVQ; NQF Level(1); NOS(2):
  • Certificate ; Level 1; Front Office.
  • Diploma; Level 2; Front Office.
  • Advanced Diploma; Level 3; Hospitality Supervision.

  • (1). National Qualifications Framework of England, Wales and Northern Ireland.
  • (2). UK National Occupational Standards (NOS).

    According to the 'Rough Guide to Comparing Qualifications in the UK and Ireland' published by the National Qualifications Authority of Ireland (NQAI) and the four UK regulators (Qualifications Curriculum Authority (QCA) - now called the Office of the Qualifications and Examinations Regulator (Ofqual), the Scottish Qualifications Authority (SQA), the Qualifications, Curriculum and Assessment Authority for Wales (ACCAC) and the Council for the Curriculum, Examinations and Assessment in Northern Ireland (CCEA)), the IVQ Certificate in Reception Operations and Services, the IVQ Diploma in Reception Operations and Services and the IVQ Advanced Diploma in Reception Operations and Services are comparable to the following levels:

    City & Guilds IVQ; NQF; NFQ(3); SCQF(4):
  • Certificate; Level 1; Level 3; Level 4.
  • Diploma; Level 2; Level 4; Level 5.
  • Advanced Diploma; Level 3; Level 5; Level 6.

  • (3). The National Framework of Qualifications for Ireland (NFQ).
  • (4). Scottish Credit and Qualifications Framework. 

    This qualification allows for both horizontal and vertical articulation.

    Vertical articulation can occur by embarking on the study of related NQF Level 6 qualifications within Hospitality, Tourism, Travel, Gaming and Leisure field.

    Horizontal articulation can occur with qualifications on NQF Level 5. 

  • Anyone assessing a learner or moderating the assessment of a learner against this qualification must be registered and appointed by the provider according to existing moderation guidelines of the FETQC/ HEQC or relevant ETQA/SETA.
  • Any institution offering learning of this qualification must be accredited as a provider with the relevant ETQA/SETA.
  • Assessment and moderation of assessment will be overseen by City & Guilds and relevant ETQA.
  • Moderation should also validate the achievement of competencies and assessment processes as described in exit level outcomes and integrated assessment options as described in the qualification. 

    For an applicant to register as an assessor, the applicant needs:
  • Interpersonal skills, subject matter expertise and assessment experience
  • To be competent in the planning and conducting of assessment of learning outcomes
  • The subject matter experience must be well developed within the relevant field and subfield practices.

    The assessor must have completed:
  • A similar qualification or from the same family of qualifications, at or above the level of the qualification.
  • Minimum of two years relevant experience.

    The subject matter experience of the assessor can be established by recognition of prior learning.

    Assessors need to be registered with the relevant Education and Training Quality Assurance Body. 

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

    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. 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. 


    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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