Unit of competency Outline

Date retreived
24/07/2026 1:23 AM AWST

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Provide accommodation reception services

Provide accommodation reception services

Unit of competency
National Code
SITHACS303
State Code
WF590
TGA Status
Replaced
DTWD Status
Replaced
Current Release Number
1.00
Current Release Date
18/01/2013
View on TGA
State Implementation and Classification
Approved Date
14/02/2014
Field of Education
110101 - Hospitality
Original Release Date
14/02/2014
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.
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 prior to guest arrival.
  • 1.3 Allocate rooms according to guest requirements and organisational policy.
  • 1.4 Follow up 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.
  • 2.4 Provide arrival information 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.
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.
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, if used in the performance criteria, is detailed below. Essential operating conditions that may be present with training and assessment (depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts) may also be included.
Reservation details may include:
arrival and departure times
length of stay
payment details
personal details
rates and discounts
special requests
type of accommodation and bed configuration.
Accounting procedures may relate to:
credit card payments
deposits
group rates
issuing receipts
prepayments
vouchers and discount rates
credit
Arrival information may relate to:
keys
messages
products and services:
dining times
opening hours
safety deposit facility arrangements
security arrangements.
Departure assistance may include:
luggage assistance
making forward bookings
organising transport.
Front office records may include:
arrival and departure lists
lost and found information
occupancy reports.
The evidence guide provides advice on assessment and must be read in conjunction with the performance criteria, required skills and knowledge, range statement and the Assessment Guidelines for the Training Package.
Overview of assessment

Critical aspects for assessment and evidence required to demonstrate competency in this unit
Evidence of the ability to:
check-in and check-out guests with varying reservation requirements, including:
registration
room allocation
invoicing of guest charges
complete accurate front office reports and records.
Context of and specific resources for assessment
Assessment must ensure use of:
an operational front office environment with the fixtures, large and small equipment and workplace documentation defined in the
Assessment Guidelines; this can be a:
real industry workplace
simulated industry environment
industry-current front office reservations, accounting and reporting system
reservations, accounting and reporting data
other people with whom the individual can interact.
Method 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 individual providing arrival and departure services
review of front office records, reports and computer data completed by the individual
use of roleplays to assess ability to deal with differing guest queries and requests
use of case studies to assess ability to apply arrival or departure processes to different guest scenarios
written or oral questioning to assess knowledge of the accommodation product and the relationships between different sectors of the
tourism industry
review of portfolios of evidence and thirdparty workplace reports of onthejob performance by the individual.
Guidance information for assessment
The assessor should design integrated assessment activities to holistically assess this unit with other units relevant to the industry sector, workplace and job role, for example:
BSBFIA301A Maintain financial records
SITTTSL305 Process reservations
SITTTSL308 Use a computerised reservations or operations system.
Replaces
State Code National Code Title Type
WB928 SITHACS001B Provide accommodation reception services Unit of competency
Replaced By
State Code National Code Title Type
AWS39 SITHACS008 Provide accommodation reception services Unit of competency