NZQA Expiring unit standard 14411 version 4Page 1 of 4

Title Provide arrival and departure services at reception in a commercial hospitality environment

Level 3 Credits 8

Purpose This unit standard is for people who are working in the reception area in a commercial hospitality environment.

People credited with this unit standard are able to attend to the arrival of non-reservation guests; attend to the arrival of reservation guests; and attend to guest departures, in a commercial hospitality environment.

Classification Hospitality > Guest Services

Available grade Achieved

Explanatory notes

1 DefinitionEstablishment requirements – any policy, procedure, or agreed requirement, either written or oral, that is made known to the candidate prior to assessment against this unit standard.

2 Legislation to be complied with includes but is not limited to – Innkeepers Act 1962, Health and Safety in Employment Act 1992, Privacy Act 1993.

3 For the purpose of this unit standard, evidence will be required that guests are greeted and treated in all interactions in a polite, friendly, and helpful manner.

4 This unit standard must be assessed against in a realistic workplace environment. The candidate must be under realistic time pressures, use relevant commercial equipment, and have realistic customer/staff ratios. Examples for each sector can be found in AMAP 0112.

Outcomes and evidence requirements

Outcome 1

Attend to the arrival of non-reservation guests in a commercial hospitality environment.

Evidence requirements

1.1 Guest requirements are identified in accordance with establishment requirements.

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NZQA Expiring unit standard 14411 version 4Page 2 of 4

1.2 Availability of establishment services, facilities, and rates are determined and alternatives offered, if required, in accordance with guest and establishment requirements.

1.3 The establishment's services and facilities are promoted to guests in accordance with establishment requirements.

1.4 Registration documentation is completed and entered into the reservations system in accordance with establishment requirements.

1.5 Payment method for accommodation and additional services is agreed with guest in accordance with establishment requirements.

1.6 Arriving guests are provided with room key and offered assistance with baggage and other services, in accordance with establishment requirements.

1.7 Information about guest arrivals is distributed to other personnel in accordance with establishment requirements.

Range information may include but is not limited to – credit limit for guest, method of payment agreed, notification of potential restrictions to guest services, special requests, differently-abled requirements.

Outcome 2

Attend to the arrival of reservation guests in a commercial hospitality environment.

Evidence requirements

2.1 Documentation and other items required for guest registration are prepared in advance of guest arrivals in accordance with establishment requirements.

2.2 Guest booking details and payment details are retrieved from the reservations system and confirmed with guest, in accordance with establishment requirements.

2.3 Any alternative accommodation requirements are identified and referred to authorised personnel in accordance with establishment requirements.

2.4 Registration documentation is completed, entered and/or updated in the reservations system in accordance with establishment requirements.

2.5 The establishment’s services and facilities are promoted to guests in accordance with establishment requirements.

2.6 Arriving guests are provided with room key and offered assistance with baggage and other services in accordance with establishment requirements.

2.7 Information about guest arrival is distributed to other personnel in accordance with establishment requirements.

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Range information may include but is not limited to – credit limit for guest, method of payment agreed, notification of potential restrictions to guest services, special requests, differently-abled requirements.

Outcome 3

Attend to guest departures in a commercial hospitality environment.

Evidence requirements

3.1 Documentation and other items required for checkout are prepared in advance of guest departure in accordance with establishment requirements.

3.2 Guest account details are confirmed with guest and payment is received and processed, in accordance with payment method and establishment requirements.

Range payment methods may include but are not limited to – credit card, electronic banking, cash, cash equivalents, authorised charge.

3.3 Departure documentation is completed accurately and processed in accordance with establishment requirements.

3.4 Keys and other establishment property are collected from guest prior to departure in accordance with establishment requirements.

3.5 Processes for recording and processing guest comments, suggestions, and complaints are identified in accordance with establishment requirements.

3.6 Departing guests are offered assistance with baggage and transport service in accordance with establishment requirements.

Replacement information This unit standard and unit standard 14412 have been replaced by unit standard 27933.

This unit standard is expiring. Assessment against the standard must take place by the last date for assessment set out below.

Status information and last date for assessment for superseded versionsProcess Version Date Last Date for AssessmentRegistration 1 26 March 1998 31 December 2016

Review 2 22 October 2004 31 December 2016

Review 3 20 November 2009 31 December 2016

Review 4 12 December 2013 31 December 2016

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Consent and Moderation Requirements (CMR) reference 0112This CMR can be accessed at http://www.nzqa.govt.nz/framework/search/index.do.

Please noteProviders must be granted consent to assess against standards (accredited) by NZQA, before they can report credits from assessment against unit standards or deliver courses of study leading to that assessment.

Industry Training Organisations must be granted consent to assess against standards by NZQA before they can register credits from assessment against unit standards.

Providers and Industry Training Organisations, which have been granted consent and which are assessing against unit standards must engage with the moderation system that applies to those standards.

Requirements for consent to assess and an outline of the moderation system that applies to this standard are outlined in the Consent and Moderation Requirements (CMR). The CMR also includes useful information about special requirements for organisations wishing to develop education and training programmes, such as minimum qualifications for tutors and assessors, and special resource requirements.

ServiceIQSSB Code 9068

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