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: Accommodation Operations and Services 
SAQA QUAL ID QUALIFICATION TITLE
65849  Diploma: Accommodation Operations and Services 
ORIGINATOR
City Guilds International 
PRIMARY OR DELEGATED QUALITY ASSURANCE FUNCTIONARY NQF SUB-FRAMEWORK
CATHSSETA - Culture, Arts, Tourism, Hospitality and Sports Education and Training Authority  OQSF - Occupational Qualifications Sub-framework 
QUALIFICATION TYPE FIELD SUBFIELD
Advanced Certificate  Field 11 - Services  Hospitality, Tourism, Travel, Gaming and Leisure 
ABET BAND MINIMUM CREDITS PRE-2009 NQF LEVEL NQF LEVEL QUAL CLASS
Undefined  240  Level 5  NQF Level 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
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. 

PURPOSE AND RATIONALE OF THE QUALIFICATION 
Purpose:

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.
  • Display professional attitude at all times.
  • Operate effectively and co-operatively in team situations.
  • Carry out cleaning procedures using appropriate methods and materials.
  • Organise and complete cleaning tasks effectively and efficiently.
  • Monitor cleaning standards.
  • Prepare a diagram of a basic room layout for a specific target market.
  • Prepare a diagram of basic bedroom layout, suitable for a disabled guest.
  • Use appropriate handling, cleaning, control, ironing and finishing processes and procedures when dealing with textiles.
  • Make beds in accordance with establishment standards.
  • Select and organise appropriate storage facilities.
  • Deal with customers and customer requirements effectively and professionally.
  • Maintain appropriate personal presentation, good standards of hygiene and health.
  • Display effective team leadership skills.
  • Maintain effective communication skills and good relationships with customers and colleagues.
  • Carry out appropriate fire prevention and evacuation procedures.
  • Monitor and evaluate accommodation services.
  • Plan and organise housekeeping service.
  • Evaluate guest bedroom and public area design décor and furnishings.
  • Prepare a design including sample board and sketch for an en-suite guest bedroom.
  • Maintain control procedures for the accommodation environment.
  • Establish, maintain and control security practices.
  • Ensure and maintain effective and professional customer service.
  • Maintain appropriate personal presentation and professional attitude.
  • Maintain appropriate health and safety practices.
  • Provide effective leadership in all appropriate areas of work.
  • Maintain effective communication skills.
  • Establish, maintain and control safe working practices.
  • Establish, maintain and control appropriate fire prevention procedures.
  • Evaluate establishment and accommodation services, taking into account guest feedback.
  • Participate in the recruitment, induction, training and appraisal of staff.
  • Produce quality control procedures.
  • Carry out quality monitoring/auditing procedures.
  • Make recommendations for productivity improvements for an appropriate area within accommodation services.
  • Compile appropriate operating budget and expenditure control documentation.
  • Design accommodation areas with specific reference to surface finishes, services, colour scheme, furniture, fittings and accessories, taking into account customer expectations.

    Rationale:

    This qualification has been designed to develop specific, advanced level skills appropriate to a person working in first level management in accommodation operations and services within the hospitality industry. It brings together the theoretical and practical elements of housekeeping 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. 

  • LEARNING ASSUMED TO BE IN PLACE AND RECOGNITION OF PRIOR LEARNING 
    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. 

  • RECOGNISE PREVIOUS LEARNING? 

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

    Fundamental 20 credits:
  • Communication, 10 credits.
  • Mathematical Literacy, 10 credits.

    Core 120 credits.

    Elective Minimum 100 credits. 

  • EXIT LEVEL OUTCOMES 
    1. Use effective communication within the workplace.

    2. Use mathematics in real life situations.

    3. Maintain security at work.

    4. Maintain good customer care.

    5. Maintain personal skills in the workplace.

    6. Maintain safety at work.

    7. Implement fire prevention procedures in workplace.

    8. Carry out cleaning procedures.

    9. Plan, prepare and organise cleaning services.

    10. Describe and implement the principles of design, décor and furnishings.

    11. Use appropriate processes for care of textiles.

    12. Provide different types of accommodation services.

    13. Plan, organise and prepare housekeeping services.

    14. Control the accommodation environment.

    15. Provide a range of accommodation services.

    16. Plan and arrange staffing for services.

    17. Implement quality control principles.

    18. Manage and control the financial aspects.

    19. Implement design aspects.

    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. 

  • ASSOCIATED ASSESSMENT CRITERIA 
    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:
  • Handle and/or organise the safe handling of key systems within the establishment.
  • Maintain appropriate security procedures when dealing with guests' belongings.
  • Use suitable security procedures when dealing with equipment and materials.
  • Report security hazards and suspicious items to the appropriate authority.
  • Report incidents in accordance with establishment procedures.
  • Use appropriate security procedures following the reporting of hazards/suspicious items.
  • Follow and use effective emergency procedures when the need arises.
  • Compile an appropriate asset audit for the accommodation department.
  • Prepare and evaluate appropriate security check lists.
  • Produce suitable plans to cover contingencies.
  • Plan and carry out staff training in security.
  • Update knowledge of security developments at all times.

    Associated Assessment Criteria for Exit Level Outcome 4:
  • Display a positive attitude to customer service, including politeness, promptness, identification of customer requirements and taking remedial action.
  • Establish customer requirements and deal with them promptly.
  • Deal appropriately with customers in different situations, including, face to face, telephone and writing.
  • Deal 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.
  • Provide assistance to customers including, information, physical help and referral.
  • Recognise limits of authority and refer situations appropriately.
  • Deal appropriately with customer requirements including urgent, non-urgent and special requirements.
  • Use written and in-house procedures of standard customer service.
  • Record customer service provision using records and written reports where appropriate.
  • Maintain confidentiality where appropriate.
  • Produce customer profiles for the accommodation department.
  • Practice appropriate employee recognition.
  • Carry out informal evaluations of customer satisfaction.
  • Carry out formal evaluations of customer satisfaction.
  • Organise customer care staff training.
  • Maintain and improve customer care.

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

    Associated Assessment Criteria for Exit Level Outcome 6:
  • Wear appropriate protective clothing whenever necessary.
  • Ensure sufficient supplies of protective clothing are maintained.
  • Use equipment and cleaning chemicals safely.
  • Practice appropriate safety procedures when using equipment and dangerous substances, including cleaning equipment.
  • Undertake a safety hazard analysis at appropriate times.
  • Report safety hazards without delay.
  • Complete a basic safety hazard analysis.
  • Operate and clean equipment safely and with reference to manufacturers' instructions as appropriate.
  • Carry out basic first aid.
  • Store dangerous substances appropriately.
  • Prepare reports identifying health and safety hazards.
  • Prepare reports detailing how risks will be minimised.
  • Organise safety training appropriately.
  • Update own knowledge and competence on safety matters.
  • Ensure reported safety hazards are dealt with appropriately.

    Associated Assessment Criteria for Exit Level Outcome 7:
  • Identify fire hazards and take appropriate action.
  • Maintain good practice in accordance with fire prevention training.
  • Take appropriate action on discovery of a fire hazard and a fire.
  • Use fire fighting techniques and skills in accordance with training to deal with fire safely.
  • Inspect fire fighting equipment regularly and arrange for necessary maintenance.
  • 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:
  • Use the correct procedures in accordance with manufacturers' instructions when operating cleaning equipment.
  • Handle and use cleaning chemicals safely.
  • Wear appropriate protective clothing for all cleaning tasks.
  • Clean different floor coverings using appropriate methods and materials.
  • Clean ceilings and walls using appropriate methods and materials.
  • Clean sanitary fittings using appropriate methods and materials.
  • Clean furniture and bedrooms using appropriate methods and materials.
  • Clean public areas and function rooms using appropriate methods and materials.

    Associated Assessment Criteria for Exit Level Outcome 9:
  • Select appropriate cleaning procedures for a variety of situations.
  • Organise cleaning tasks effectively and efficiently.
  • Organise cleaning tasks according to type.
  • Process and complete appropriate documentation.
  • Monitor standards according to establishment requirements.

    Associated Assessment Criteria for Exit Level Outcome 10:
  • Prepare a diagram of a basic room layout for a specific target market.
  • Prepare a diagram of a basic bedroom layout, suitable for a disabled guest.
  • Produce documentation for planning a cleaning service.
  • Participate in the recruitment and selection of employees.
  • Produce a programme for a basic training session.
  • Produce suitable materials for a basic training programme.
  • Prepare rosters for employees.
  • Record employee achievements and progress.
  • Maintain commitment to guest satisfaction.

    Associated Assessment Criteria for Exit Level Outcome 11:
  • Use appropriate control procedures when handling linen.
  • Handle linen hygienically.
  • Make beds in accordance with establishment standards.
  • Identify and remove stains appropriately.
  • Use appropriate washing processes for linen items.
  • Select suitable cleaning processes for soft furnishings.
  • Use appropriate ironing and finishing processes for linen items.
  • Select and organise appropriate storage facilities for textiles.
  • Complete a linen condition check and report results.
  • Report damaged textile items appropriately.

    Associated Assessment Criteria for Exit Level Outcome 12:
  • Produce monitoring systems for a specific service.
  • Conduct monitoring and evaluation services.
  • Actively seek customer feedback.
  • Collate and analyse customer feedback.

    Associated Assessment Criteria for Exit Level Outcome 13:
  • Produce documentation for planning a cleaning service.
  • Participate in the recruitment and selection of employees.
  • Produce a programme for a basic training session.
  • Produce suitable materials for a basic training programme.
  • Prepare rosters for employees.
  • Record employee achievements and progress.
  • Maintain commitment to guest satisfaction.

    Associated Assessment Criteria for Exit Level Outcome 14:
  • Compile standard procedure documentation.
  • Select appropriate equipment and materials.
  • Carry out appropriate equipment and material trials.
  • Maintain accurate financial records.
  • Schedule staff effectively.
  • Carry out stock inventory procedures.
  • Devise effective staff schedules.
  • Carry out room inspection programmes effectively.

    Associated Assessment Criteria for Exit Level Outcome 15:
  • Produce an appropriate report evaluating establishment services.
  • Collate and evaluate guest feedback.
  • Produce an appropriate report evaluating the implication of additional services to the establishment.

    Associated Assessment Criteria for Exit Level Outcome 16:
  • Produce an appropriate operational plan.
  • Participate in the effective recruitment and selection of staff.
  • Participate in the appropriate induction of staff.
  • Produce an appropriate training needs analysis.
  • Plan appropriate training sessions effectively.
  • Participate in appraisal interviews.

    Associated Assessment Criteria for Exit Level Outcome 17:
  • Produce stores quality control procedures in appropriate format.
  • Produce appropriate quality monitoring/auditing checklists.
  • Carry out quality monitoring/auditing procedures.
  • Produce a report justifying recommendations for productivity improvements for an appropriate area within accommodation services.

    Associated Assessment Criteria for Exit Level Outcome 18:
  • Compile appropriate operating budget documentation for a given period.
  • Compile appropriate documentation for controlling expenses.

    Associated Assessment Criteria for Exit Level Outcome 19:
  • Present an evaluation, taking into account customer expectations, of a design for an accommodation area with specific reference to surface finishes, services, colour schemes, furniture, fittings and accessories.

    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:

    Practical:

    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. 

  • INTERNATIONAL COMPARABILITY 
    The International Vocational Qualification (IVQ) Certificate in Accommodation Operations and Services, the IVQ Diploma in Accommodation Operations and Services and the IVQ Advanced Diploma in Accommodation 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(1) Level; NOS(2):
  • Certificate; Level 1; Housekeeping.
  • Diploma; Level 2; Front Office.
  • Advanced Diploma; Level 3; Hospitality Supervision.

    Note:
  • (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 Accommodation Operations and Services, the IVQ Diploma in Accommodation Operations and Services and the IVQ Advanced Diploma in Accommodation Operations and Services are comparable to the following Levels:

    City & Guilds IVQ; NQF; NFQ3; SCQF4:
  • Certificate; Level 1; Level 3; Level 4.
  • Diploma ; Level 2; Level 4; Level 5.
  • Advanced Diploma; Level 3; Level 5; Level 6.

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

  • ARTICULATION OPTIONS 
    This qualification allows for both horizontal and vertical articulation:
  • Vertical articulation can occur by embarking on the study of related NQF Level 6 qualifications in the Hospitality Field.
  • Horizontal articulation can occur with qualifications on NQF Level 5. 

  • MODERATION OPTIONS 
  • 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. 

  • CRITERIA FOR THE REGISTRATION OF ASSESSORS 
    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. 

  • REREGISTRATION HISTORY 
    As per the SAQA Board decision/s at that time, this qualification was Reregistered in 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. 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. > The IVQ Certificate in Accommodation Operations and Services, the IVQ Diploma in Accommodation Operations and Services and the IVQ Advanced Diploma in Accommodation Operations and Services must all be completed in order to obtain the Diploma in Accommodation Operations and Services, Level 5. 

    LEARNING PROGRAMMES RECORDED AGAINST THIS QUALIFICATION: 
     
    NONE 


    PROVIDERS CURRENTLY ACCREDITED TO OFFER THIS QUALIFICATION: 
    This information shows the current accreditations (i.e. those not past their accreditation end dates), and is the most complete record available to SAQA as of today. Some Primary or Delegated Quality Assurance Functionaries have a lag in their recording systems for provider accreditation, in turn leading to a lag in notifying SAQA of all the providers that they have accredited to offer qualifications and unit standards, as well as any extensions to accreditation end dates. The relevant Primary or Delegated Quality Assurance Functionary should be notified if a record appears to be missing from here.
     
    NONE 



    All qualifications and part qualifications registered on the National Qualifications Framework are public property. Thus the only payment that can be made for them is for service and reproduction. It is illegal to sell this material for profit. If the material is reproduced or quoted, the South African Qualifications Authority (SAQA) should be acknowledged as the source.