Cambodian Skills Delivery Model

SEAL National Course Catalogue · MLVT / National Training Board

Sector Frameworks

1,164

Qualifications

15,161

Competency Units

10,938

Elements

41,782

Learning Outcomes

2,822

Assessment Packages

Provide accommodation reception services

KHU-TOU-0026

Australian Equivalent

SITHACS016

Elements

Learning Outcomes

This unit describes the performance outcomes, skills and knowledge required to check guests in and out of commercial accommodation establishments. It requires the ability to check daily arrivals, allocate rooms and complete relevant documentation. The unit applies to all types of commercial accommodation, and to individuals who staff the reception area. They use established procedures and systems under some supervision, but the customer service nature of the role means they apply some discretion and judgment in their interaction with guests. The skills in this unit must be applied in accordance with Commonwealth and State/Territory legislation, Australian/New Zealand standards and industry codes of practice. No occupational licensing, certification or specific legislative requirements apply to this unit at the time of publication.

Elements & Learning Outcomes

E1Prepare for guest arrival.

0026.E1.O1Prepare and check reception area and equipment.

0026.E1.O2Check and review daily arrival details.

0026.E1.O3Allocate rooms according to guest requirements and organisational policy.

0026.E1.O4Follow-up and confirm uncertain arrivals or reservations.

0026.E1.O5Compile and distribute accurate arrivals information to relevant colleagues, including special situations or requests.

E2Welcome and register guests.

0026.E2.O1Welcome guests courteously, confirm reservation details and seek opportunities to upsell when appropriate.

0026.E2.O2Complete registration procedures according to organisational security requirements.

0026.E2.O3Follow accounting procedures for registering guests.

0026.E2.O4Provide arrival information as required to guests.

0026.E2.O5Follow organisational procedures where rooms are not immediately available or overbooking has occurred in order to minimise guest inconvenience.

0026.E2.O6Monitor activity against expected arrivals and report deviations.

E3Organise guest departure.

0026.E3.O1Review and check accuracy of departure lists.

0026.E3.O2Seek information on departing guests from other departments in a timely manner to facilitate preparation of account.

0026.E3.O3Generate guest accounts and check for accuracy.

0026.E3.O4Explain account clearly and courteously and process payments.

0026.E3.O5Recover and process keys or electronic cards.

0026.E3.O6Action or refer guest requests for departure assistance.

0026.E3.O7Process express checkouts according to organisational procedures as required.

0026.E3.O8Follow procedures for group checkout if required.

E4Prepare front office records and reports.

0026.E4.O1Prepare and update front office records within designated timelines.

0026.E4.O2Follow organisational policy in regard to room changes, no-shows, extensions and early departures.

0026.E4.O3Distribute reports and records to the appropriate departments within designated timelines.

0026.E4.O4Reduce waste by minimising use of printed materials.