Unit of competency Outline
Date retreived
22/07/2026 8:29 PM AWST
22/07/2026 8:29 PM AWST
Whilst all efforts are made to provide accurate and timely information from the relevant source/documentation, please be aware that the information supplied may not be the most current version. The accuracy of the detail has not been confirmed by the Department and therefore should not be relied upon without first confirming the contents.
Provide accommodation reception services
Provide accommodation reception services
Unit of competency
National Code
SITHACS001B
SITHACS001B
State Code
WB928
WB928
TGA Status
Replaced
Replaced
DTWD Status
Replaced
Replaced
State Implementation and Classification
Approved Date
17/02/2011
Field of Education
110101 - Hospitality
Original Release Date
17/02/2011
Nominal Hours
30
Description
Unit descriptor
This unit describes the performance outcomes, skills and knowledge required to provide arrival and departure services to guests in commercial accommodation establishments. It requires the ability to check daily arrivals, allocate rooms, check guests in and out of their accommodation and complete invoicing of guest charges. It does not include receiving and processing reservations, which are addressed in SITTTSL007BReceive and process reservations and SITTTSL010B Control reservations or operations using a computerised system.No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.
This unit describes the performance outcomes, skills and knowledge required to provide arrival and departure services to guests in commercial accommodation establishments. It requires the ability to check daily arrivals, allocate rooms, check guests in and out of their accommodation and complete invoicing of guest charges. It does not include receiving and processing reservations, which are addressed in SITTTSL007BReceive and process reservations and SITTTSL010B Control reservations or operations using a computerised system.No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.
Notes
Elements and Performance Criteria
1 Prepare for guest arrival.
- 1.1 Prepare reception area for service and check all necessary equipment prior to use.
- 1.2 Check and review daily arrival details prior to guest arrival.
- 1.3 Allocate rooms according to guest requirements and enterprise policy.
- 1.4 Follow up uncertain arrivals or reservations according to enterprise procedures.
- 1.5 Compile and distribute accurate arrivals lists to relevant people or departments.
- 1.6 Inform colleagues and other departments about special situations or requests in a timely manner.
2 Welcome and register guests.
- 2.1 Welcome guests warmly and courteously.
- 2.2 Confirm details of reservation with guests.
- 2.3 Follow enterprise procedures for guests registering with or without reservations, and complete registration within acceptable timeframes and according to enterprise security requirements.
- 2.4 Follow correct accounting procedures according to enterprise practices.
- 2.5 Explain relevant details clearly to guests, such as room key or electronic card, guest mail, messages and safety deposit facility arrangements.
- 2.6 Follow correct enterprise procedures where rooms are not immediately available or overbooking has occurred in order to minimise guest inconvenience.
- 2.7 Monitor arrivals and check actual arrivals against expected arrivals, reporting deviations according to enterprise procedures.
3 Organise guest departure.
- 3.1 Review departure lists, checking for accuracy.
- 3.2 Seek information on departing guests from other departments in a timely manner to facilitate preparation of account.
- 3.3 Generate guest accounts and check for accuracy.
- 3.4 Explain account clearly and courteously to guests, process accounts, and receive and process payments.
- 3.5 Recover keys or electronic cards from guests and process correctly.
- 3.6 Action guest requests for assistance with departure courteously, or refer requests to the appropriate department for follow up.
- 3.7 Process express checkouts according to enterprise procedures where appropriate.
- 3.8 Follow correct procedures for group checkout and process accounts according to enterprise procedures.
4 Prepare front office records and reports.
- 4.1 Prepare and update front office records within designated timelines.
- 4.2 Follow correct enterprise policy in regard to room changes, no shows, extensions and early departures.
- 4.3 Distribute reports and records to the appropriate departments within designated timelines.
5 Minimise waste of printed materials.
- 5.1 Minimise use of printed materials and maximise electronic transmission and filing of all documents to reduce waste and negative environmental impacts.
RANGE STATEMENT
The range statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance. Bold italicised wording in the performance criteria is detailed below.
Guests may be:
individuals
groups
international tourists
domestic tourists
business travellers
attendees at events, conferences, meetings and functions.
Reservation details may include:
name
contact details
arrival and departure times
length of stay
type of accommodation required and bed configuration
payment details
special requests
rates and discounts.
Accounting procedures may relate to:
credit card payments
prepayments
deposits
vouchers and discount rates
group rates
refunds
checking final guest accounts
payments for additional services such as telephone calls, meals and mini-bar
issuing receipts.
Assistance with departure may include:
organising transport
making forward bookings
luggage assistance.
Front office records may include:
paper-based or electronically transmitted materials
occupancy reports
arrival and departure lists
lost and found information.
The range statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance. Bold italicised wording in the performance criteria is detailed below.
Guests may be:
individuals
groups
international tourists
domestic tourists
business travellers
attendees at events, conferences, meetings and functions.
Reservation details may include:
name
contact details
arrival and departure times
length of stay
type of accommodation required and bed configuration
payment details
special requests
rates and discounts.
Accounting procedures may relate to:
credit card payments
prepayments
deposits
vouchers and discount rates
group rates
refunds
checking final guest accounts
payments for additional services such as telephone calls, meals and mini-bar
issuing receipts.
Assistance with departure may include:
organising transport
making forward bookings
luggage assistance.
Front office records may include:
paper-based or electronically transmitted materials
occupancy reports
arrival and departure lists
lost and found information.
EVIDENCE GUIDE
The evidence guide provides advice on assessment and must be read in conjunction with the performance criteria, required skills and knowledge, the range statement and the Assessment Guidelines for this Training Package.
Critical aspects for assessment and evidence required to demonstrate competency
Evidence of the following is essential:
ability to check daily arrivals accurately, allocate rooms, check guests in and out of their accommodation and complete invoicing of guest charges within typical workplace time constraints
ability to complete guest registration and departure and reporting documentation accurately and on multiple occasions
ability to provide accommodation reception services for different customer types with various reservation requirements, in a range of accommodation types.
Context of and specific resources for assessment
Assessment must ensure:
demonstration of skills within a fully equipped industry-realistic accommodation front office environment, as defined in the Assessment Guidelines, using appropriate telephones, computers and printers
access to a computerised or manual front office reception system currently used by hospitality industry operators to control guest registration and accounting function
use of industry-current front office reservations, accounting and reporting documentation
interaction with others to demonstrate the interpersonal communication aspects of this unit.
Methods of assessment
A range of assessment methods should be used to assess the practical skills and knowledge required to provide front office reception services. The following examples are appropriate for this unit:
direct observation of the candidate providing arrival and departure services, including financial transactions
role-play to assess ability to deal with differing customer queries, requests or complaints
case studies to complete arrival or departure processes and documentation for different customer scenarios
written and oral questioning or interview to test knowledge of the accommodation product and the relationships between different sectors of the tourism industry
review of front office records, reports and computer data completed by the candidate
review of portfolios of evidence and third-party workplace reports of on-the-job performance by the candidate.
Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example:
SITTTSL007B Receive and process reservations
SITTTSL010B Control reservations or operations using a computerised system
SITXCCS001B Provide visitor information
SITXFIN002A Maintain financial records.
Assessing employability skills
Employability skills are integral to effective performance in the workplace and are broadly consistent across industry sectors. How these skills are applied varies between occupations and qualifications due to the different work functions and contexts.
Employability skills embedded in this unit should be assessed holistically with other relevant units that make up the skill set or qualification and in the context of the job role.
The evidence guide provides advice on assessment and must be read in conjunction with the performance criteria, required skills and knowledge, the range statement and the Assessment Guidelines for this Training Package.
Critical aspects for assessment and evidence required to demonstrate competency
Evidence of the following is essential:
ability to check daily arrivals accurately, allocate rooms, check guests in and out of their accommodation and complete invoicing of guest charges within typical workplace time constraints
ability to complete guest registration and departure and reporting documentation accurately and on multiple occasions
ability to provide accommodation reception services for different customer types with various reservation requirements, in a range of accommodation types.
Context of and specific resources for assessment
Assessment must ensure:
demonstration of skills within a fully equipped industry-realistic accommodation front office environment, as defined in the Assessment Guidelines, using appropriate telephones, computers and printers
access to a computerised or manual front office reception system currently used by hospitality industry operators to control guest registration and accounting function
use of industry-current front office reservations, accounting and reporting documentation
interaction with others to demonstrate the interpersonal communication aspects of this unit.
Methods of assessment
A range of assessment methods should be used to assess the practical skills and knowledge required to provide front office reception services. The following examples are appropriate for this unit:
direct observation of the candidate providing arrival and departure services, including financial transactions
role-play to assess ability to deal with differing customer queries, requests or complaints
case studies to complete arrival or departure processes and documentation for different customer scenarios
written and oral questioning or interview to test knowledge of the accommodation product and the relationships between different sectors of the tourism industry
review of front office records, reports and computer data completed by the candidate
review of portfolios of evidence and third-party workplace reports of on-the-job performance by the candidate.
Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example:
SITTTSL007B Receive and process reservations
SITTTSL010B Control reservations or operations using a computerised system
SITXCCS001B Provide visitor information
SITXFIN002A Maintain financial records.
Assessing employability skills
Employability skills are integral to effective performance in the workplace and are broadly consistent across industry sectors. How these skills are applied varies between occupations and qualifications due to the different work functions and contexts.
Employability skills embedded in this unit should be assessed holistically with other relevant units that make up the skill set or qualification and in the context of the job role.
Replaces
| State Code | National Code | Title | Type |
|---|---|---|---|
| S6306 | SITHACS001A | Provide accommodation reception services | Unit of competency |
Replaced By
| State Code | National Code | Title | Type |
|---|---|---|---|
| WF590 | SITHACS303 | Provide accommodation reception services | Unit of competency |
| State Code | National Code | Title | Type |
|---|---|---|---|
| W730 | SIT31209 | Certificate III in Holiday Parks and Resorts | Qualification |
| W729 | SIT20509 | Certificate II in Holiday Parks and Resorts | Qualification |