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SOUTH AFRICAN QUALIFICATIONS AUTHORITY 
REGISTERED UNIT STANDARD THAT HAS PASSED THE END DATE: 

Greet and Assist Guests on Arrival and Departure 
SAQA US ID UNIT STANDARD TITLE
7702  Greet and Assist Guests on Arrival and Departure 
ORIGINATOR
SGB Hospitality,Tourism,Travel, Leisure and Gaming 
PRIMARY OR DELEGATED QUALITY ASSURANCE FUNCTIONARY
-  
FIELD SUBFIELD
Field 11 - Services Hospitality, Tourism, Travel, Gaming and Leisure 
ABET BAND UNIT STANDARD TYPE PRE-2009 NQF LEVEL NQF LEVEL CREDITS
Undefined  Regular  Level 2  NQF Level 02 
REGISTRATION STATUS REGISTRATION START DATE REGISTRATION END DATE SAQA DECISION NUMBER
Passed the End Date -
Status was "Reregistered" 
2009-11-03  2011-07-31  SAQA 0160/05 
LAST DATE FOR ENROLMENT LAST DATE FOR ACHIEVEMENT
2012-07-31   2015-07-31  

In all of the tables in this document, both the pre-2009 NQF Level and the NQF Level is shown. In the text (purpose statements, qualification rules, etc), any references to NQF Levels are to the pre-2009 levels unless specifically stated otherwise.  

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

PURPOSE OF THE UNIT STANDARD 
The learner will be able to assist the guest on arrival and departure from the establishment.
The learner must understand the importance of good communication with guests according to organisational requirements 

LEARNING ASSUMED TO BE IN PLACE AND RECOGNITION OF PRIOR LEARNING 
None 

UNIT STANDARD OUTCOME HEADER 
Demonstrated knowledge and understanding 

Specific Outcomes and Assessment Criteria: 

SPECIFIC OUTCOME 1 
Demonstrated knowledge and understanding 
OUTCOME NOTES 
Explain the importance of reporting customer complaints to the appropriate person.

Explain the importance to the organisation of welcoming guests correctly in terms of customers' satisfaction and impact on profitability.

Explain the importance of communicating effectively and using positive body language.

Explain the importance of knowing what facilities are available for guests with mobility difficulties and how to assist them. (Range: old people, person in a wheelchair, blind person, person using a walking stick or aid) 

ASSESSMENT CRITERIA
 

ASSESSMENT CRITERION 1 
Demonstrated knowledge and understanding 
ASSESSMENT CRITERION NOTES 
Explain the importance of reporting customer complaints to the appropriate person.

Explain the importance to the organisation of welcoming guests correctly in terms of customers' satisfaction and impact on profitability.

Explain the importance of communicating effectively and using positive body language.

Explain the importance of knowing what facilities are available for guests with mobility difficulties and how to assist them. (Range: old people, person in a wheelchair, blind person, person using a walking stick or aid) 

SPECIFIC OUTCOME 2 
Demonstrated ability to make decisions about practice and to act accordingly: 
OUTCOME NOTES 
Greet guests and assist them to the location required.

Load guests' luggage according to OSH Act and company procedures.

Pay attention to guests' luggage at all times and explain why.

Assist guests with parking and any problems that may arise.

Transport guests' luggage safely to rooms following correct procedure.

Show, explain or demonstrate the facilities in the room to guests and explain the importance of doing this. (Range of facilities: air-conditioning/heating, lighting, mini bar, TV).

Given a range of additional services, give accurate information to the guest and arrange/organise the service. (Range of additional services: valet/car wash, car collection, chauffeur)

Greet guests by name and assist with luggage on departure and explain the importance of doing this.

Given a range of incidents, decide what action to take and give reasons for that choice. (Range of incidents: guest slips in the lobby, guest injures themselves in the room)

Prioritise work and meet work schedules. 

ASSESSMENT CRITERIA
 

ASSESSMENT CRITERION 1 
Demonstrated ability to make decisions about practice and to act accordingly: 
ASSESSMENT CRITERION NOTES 
Greet guests and assist them to the location required.

Load guests' luggage according to OSH Act and company procedures.

Pay attention to guests' luggage at all times and explain why.

Assist guests with parking and any problems that may arise.

Transport guests' luggage safely to rooms following correct procedure.

Show, explain or demonstrate the facilities in the room to guests and explain the importance of doing this. (Range of facilities: air-conditioning/heating, lighting, mini bar, TV).

Given a range of additional services, give accurate information to the guest and arrange/organise the service. (Range of additional services: valet/car wash, car collection, chauffeur)

Greet guests by name and assist with luggage on departure and explain the importance of doing this.

Given a range of incidents, decide what action to take and give reasons for that choice. (Range of incidents: guest slips in the lobby, guest injures themselves in the room)

Prioritise work and meet work schedules. 

SPECIFIC OUTCOME 3 
Demonstrated ability to learn from our actions and to adapt performance 
OUTCOME NOTES 
Make suggestions on ways to improve communication with customers. 

ASSESSMENT CRITERIA
 

ASSESSMENT CRITERION 1 
Demonstrated ability to learn from our actions and to adapt performance 
ASSESSMENT CRITERION NOTES 
Make suggestions on ways to improve communication with customers. 


UNIT STANDARD ACCREDITATION AND MODERATION OPTIONS 
ACCREDITATION / MODERATION

1. Anyone assessing a learner against this unit standard must be registered as an assessor with the relevant ETQA.

2. Any institution offering learning that will enable achievement of this unit standard must be registered with the FE/HE Registrar.

3. Any institution wishing to receive skill development grants must be accredited with the relevant ETQA. Such an institution will also be registered with the relevant SETA.

4. Moderation of assessment will be done by the relevant ETQA at its discretion. 

UNIT STANDARD ESSENTIAL EMBEDDED KNOWLEDGE 
Embedded knowledge and Critical cross-field outcomes have been included within the specific outcomes category.
This has been done as it was deemed necessary to ensure holistic assessment occurred.

The specific outcomes can be applied in a range of contexts.

Many of the outcomes have been written in such a way that competence must be demonstrated in the context as opposed to in isolation from a context.

The specific outcomes are comparable to outcomes used internationally.

We therefore structured outcomes using the format noun + verb + condition (modifying phrase)Specific outcomes have been split into three categoriesa) knowledge and understanding (what the learner must know and understand)b) decision-making and acting (what the learner must do)c) adapting performance ( including reflexive competence)In many instances there are more than six specific outcomes, as the inclusion of critical cross-field outcomes and embedded knowledge has increased the number of specific outcomes.

If competencies are to be clustered in a meaningful way, then these unit standards cannot be split. 


UNIT STANDARD ASSESSOR CRITERIA 
1. Arrange or create an environment in which the learner can be fairly assessed against the outcomes. ?
This unit must be assessed in a realistic working environment?
It is recommended that this unit standard be assessed in conjunction with other unit standards.

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

This unit standard can be assessed by using a combination of observation, simulation and questioning.? Observation to cover assisting guests on arrival and departure.?
Questioning supplemented by simulation to cover additional services and facilities. (Range of additional services: valet/car wash, car collection, chauffeur) (Range of facilities: air-conditioning/heating, lighting, mini bar, TV).? Simulation or questioning to cover incidents. (Range of incidents: guest slips in the lobby, guest injures themselves in the room)

3. Provide specific feedback to the learner on assessments and the learner's ability to meet the outcomes.

4. Complete the declaration of competence and inform the appropriate ETQA once the learner has demonstrated the ability to meet all the outcomes.

5. Counsel the learner on future assessments, necessary learning and further qualifications. 

UNIT STANDARD NOTES 
1. Essential embedded knowledge is dealt with under the outcomes section.

2. The following critical cross field outcomes are covered in this unit standard under the outcomes section:
  • Communicate effectively
  • Work effectively with others 

  • QUALIFICATIONS UTILISING THIS UNIT STANDARD: 
      ID QUALIFICATION TITLE PRE-2009 NQF LEVEL NQF LEVEL STATUS END DATE PRIMARY OR DELEGATED QA FUNCTIONARY
    Elective  14116   National Certificate: Hospitality Reception  Level 4  NQF Level 04  Passed the End Date -
    Status was "Reregistered" 
    2007-10-30  Was CATHSSETA until Last Date for Achievement 
    Elective  14123   National Diploma: Accommodation Services  Level 5  NQF Level 05  Passed the End Date -
    Status was "Reregistered" 
    2020-07-30  CATHSSETA 


    PROVIDERS CURRENTLY ACCREDITED TO OFFER THIS UNIT STANDARD: 
    This information shows the current accreditations (i.e. those not past their accreditation end dates), and is the most complete record available to SAQA as of today. Some Primary or Delegated Quality Assurance Functionaries have a lag in their recording systems for provider accreditation, in turn leading to a lag in notifying SAQA of all the providers that they have accredited to offer qualifications and unit standards, as well as any extensions to accreditation end dates. The relevant Primary or Delegated Quality Assurance Functionary should be notified if a record appears to be missing from here.
     
    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.