Unit of competency Outline

Date retreived
22/07/2026 11:11 PM AWST

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Provide accommodation reception services

Provide accommodation reception services

Unit of competency
National Code
SITHACS016
State Code
OEC49
TGA Status
Current
DTWD Status
Approved
Current Release Number
1.00
Current Release Date
10/06/2022
View on TGA
State Implementation and Classification
Approved Date
18/10/2022
Field of Education
110101 - Hospitality
Original Release Date
18/10/2022
Nominal Hours
30
Description
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.
Notes
Elements and Performance Criteria
1. Prepare for guest arrival.
  • 1.1. Prepare and check reception area and equipment.
  • 1.2. Check and review daily arrival details.
  • 1.3. Allocate rooms according to guest requirements and organisational policy.
  • 1.4. Follow-up and confirm uncertain arrivals or reservations.
  • 1.5. Compile and distribute accurate arrivals information to relevant colleagues, including special situations or requests.
2. Welcome and register guests.
  • 2.1. Welcome guests courteously, confirm reservation details and seek opportunities to upsell when appropriate.
  • 2.2. Complete registration procedures according to organisational security requirements.
  • 2.3. Follow accounting procedures for registering guests.
  • 2.4. Provide arrival information as required to guests.
  • 2.5. Follow organisational procedures where rooms are not immediately available or overbooking has occurred in order to minimise guest inconvenience.
  • 2.6. Monitor activity against expected arrivals and report deviations.
3. Organise guest departure.
  • 3.1. Review and check accuracy of departure lists.
  • 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 and process payments.
  • 3.5. Recover and process keys or electronic cards.
  • 3.6. Action or refer guest requests for departure assistance.
  • 3.7. Process express checkouts according to organisational procedures as required.
  • 3.8. Follow procedures for group checkout if required.
4. Prepare front office records and reports.
  • 4.1. Prepare and update front office records within designated timelines.
  • 4.2. Follow organisational 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.
  • 4.4. Reduce waste by minimising use of printed materials.
No information
No information
Replaces
State Code National Code Title Type
AWS39 SITHACS008 Provide accommodation reception services Unit of competency