report 191 programmes syllabus
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Syllabus: Applied Management N5
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REPORT 191 PROGRAMMES
SYLLABUS
APPLIED MANAGEMENT – N5
SUBJECT CODE: 04090605
IMPLEMENTATION: JUNE/JULY 2021
Syllabus: Applied Management N5
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CONTENTS PAGE
1. General Aims 3
2. Specific Aims 3
3. Pre-requisite 3
4. Duration 3
5. Evaluation 4
6. Learning content 5
7. Mark Allocation 5
8. Module 1: 6
9. Module 2: 11
10. Module 3: 16
11. Module 4: 18
12. Module 5 22
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Syllabus: Applied Management N5
1. General aims
1.1 To equip students, as the managing staff with a framework of reference of
organisational skills, management skills and administrative duties to be
able to administer and control the:
Hotel front office and reception areas
Bar/pub
Dining room
Kitchen
Housekeeping: back-of-house
Room service
Banqueting
2. Specific aims
2.1 To equip the student with the knowledge, skills, techniques and the correct
attitude pertaining to:
• Professional behaviour and supporting services;
• The organisation of a hotel and provide them with insight into the
interdependence of various departments in the establishment;
• The layout of various departments;
• The organisation structure of each department;
• The various duties and responsibilities attached to specific posts in each
department;
• The grading and classification system of the accommodation industry in
South Africa;
• Inculcate in students the qualities of a good receptionist and the
importance of immaculate grooming;
• The use of latest technological systems used in the hotel and related
industries;
• Answer enquiries and deal with complaints tactfully;
• Familiarise students with the terminology used in the accommodation
industry and to equip them with a thorough knowledge of the terminology
required to perform the functions of a hotel efficiently;
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• All legal aspects to hospitality service in the front office;
• The handling of money, methods of payment and billing.
3. Prerequisite
National Certificate Hospitality Services N4
The candidate must have passed applied management N4 in order to
obtain entrance to applied management N5.
4. Duration The instructional offering will extend over one Semester. Four hours will be
allocated per week, giving a total of 4 ×17 hours = 68 hours per lecturer
contact hours) per semester.
The instructional offering may also be offered on a part-time basis.
5. Evaluation
5.1.1 Theoretical Component
Besides normal class tests a formal test will be conducted at the
completion of each module. These marks are used to calculate a semester
mark of 60% for the theoretical component.
5.1.2 Practical component
The practical tasks must be compiled in one portfolio. The marks obtained
for the practical assignments are used to calculate a semester mark of 40%
for the practical component.
5.1.3 Semester mark
A semester mark out of 100 is calculated by adding the marks of the
theoretical component (60) and practical component (40) of the internal
evaluation.
A minimum of 40% as a semester mark is a prerequisite for entrance to the
final external examination at the end of the semester.
Term 1 Term 2 Weighting
Test or assignment or
practical
Test or assignment or
practical
Internal examination
Test 1 must cover 50%
of the practical
component and has a
weighting of 30%
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Assignment or practical
must cover 80% of the
practical component
and has a weighting of
20%
Internal examination
must cover 70-80% of
the practical component
and has a weighting of
50%
NB: The duration and marks should align to that of the external
examination.
5.2 EXAMINING
5.2.1 Examination
A formal theory examination is conducted during June and November each
year by means of a paper set externally and marked and moderated
externally. The duration of the examination is 3 hours and the total of the
marks is 200.
Reproduction (knowledge and comprehension), application, analysis,
synthesis and evaluation are important indicators of norms and standards in
determining the students’ knowledge and understanding of this instructional
offering and should be weighted as follows:
Knowledge and
Comprehension Application Analysis, Synthesis and
Evaluation
30% - 50 % 30% - 50 % 20% - 25%
Particulars of paper
Nature of paper External
Number of papers 1
Duration of paper 3
Total mark allocation 200
Number of sections 2
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Compulsory sections All
Total number of questions 4
Mark allocation per question 50
5.2.2 Weighted Values of Modules
The weighted value of a module gives an indication of:
• The percentage of the total content of the work dealt with in each
module.
• The percentage of time available for the instructional offering to be
spent on each
module; and
• The percentage of the total of the marks for the examination paper to be
allocated to each module.
MODULE WEIGHTED VALUE
1. Introduction 10%
2. Organisation and grading 10%
3. The receptionist 10%
4. Reception - - Front Office 20%
5. Legal aspects – Front Office 10%
6. Ancillary services 5%
7. Handling money and billing 20%
8. Selling and the front office 15%
Total 100
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5.2.3 Final Mark
Semester mark
×/100 × 40/1 = a mark out of 40 (a)
Examination mark
×/200 × 60/1 = a mark out of 60 (b)
Final mark
(a) + (b) = a mark out of 100
5.2.4 Pass requirements
The student must obtain 40% in both the semester mark and the
examination mark to pass the instructional offering.
5.3 EVALUATION OF THE PRACTICAL WORK
See Appendix B (Portfolio)
6. General Didactic Guidelines
6.1 Presentation
Lectures, demonstration, discussions, group discussions and activities,
practical work, observation, role-play, self-activity, judging and
evaluation.
6.2 Aids
The following aids can be used in presenting lectures and demonstrations:
Blackboard, bulletin board, felt, flannel boards, flash cards, flip charts,
magnetic boards and peg boards.
Handbooks, reference works, newspapers, magazines, pamphlets,
photographs, pictures, placards, charts, graphs, actual articles and
products, models, samples and posters.
Videos, DSTV/SHOWMAX, colour slides, television, interactive white
boards, data projector and computer.
6.3 Exhibitions
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The above-mentioned aids can also be used for exhibitions (regularly and
annually).
6.4 Visits
Visits can be arranged to:
Hotels, related government departments, stores, industries, service
units, other higher learning institutions, agencies, related
organisations, markets, entrepreneurs, publishers, libraries, radio
and television, shows, exhibitions, demonstrations and seminars.
6.5 Guest speaker can be invited to present lectures and/or demonstrations.
6.6 Research
Literature studies, case studies, interview, questionnaires, discussions and
experiments.
6.7 Exposure to practice in real workplace
7. Synopsis
MODULE 1: INTRODUCTION WEIGHTED VALUE [10]
1.1 Professional behaviour
1.2 Supporting services
PRACTICAL COMPONENT
Students will visit a hospitality establishment and compile a report on what type of
supporting services are provided in that particular establishment.
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MODULE 2: ORGANISATION AND GRADING WEIGHTED VALUE [10]
2.1 Different organisation structures in the hospitality establishments
2.2 Duties performed by the receptionist in different shifts
2.3 Functions and services provided by the front office.
2.4 The different departments and responsibilities of the different departments
and the type of services they provided.
2.5 The new National grading and classification scheme in South Africa.
PRACTICAL COMPONENT
Students will visit relevant stakeholder’s e.g. TGCSA; FEDHASA; BABASA;
SATSA, ASATA, Provincial or National department of tourism etc. and write a
report on findings on the role played by each stakeholder in the grading of
establishments within the hospitality and tourism sector.
MODULE 3: THE RECEPTIONIST WEIGHTED VALUE [10]
3.1 The personal qualities of an efficient receptionist.
3.2 Personal appearance.
3.3 Dealing with inquiries and complaints in the office.
3.4 Verbal and written communication with guests.
PRACTICAL COMPONENT
Students will evaluate a receptionist at one of the hospitality establishments they
have visited in terms of personal qualities, appearance, dealing with complaints or
enquiries and how they communicate with guests.
MODULE 4: RECEPTION – FRONT OFFICE WEIGHTED VALUE [20]
4.1 Area/Floor layout
4.2 Marketing material and tariff structures
4.3 Hotel reception terms
4.4 Reservations
4.4.1 Methods of booking a reservation
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4.4.2 Recording the reservation electronically
4.4.3 Other methods of recording the reservations
4.4.4 Confirming reservations
4.4.5 Status of reservations
4.5 Check –in/out of guests
4.5.1 Registration
4.5.2 Room status
4.5.3 Notifications and records – electronic capturing
4.5.4 Letter and key racks
4.5.5 Valuables and safe-keeping
4.5.6 Checking in and departures
4.5.7 Travel agents, groups and tours
- Pricing and selling
- Booking
- Handling and billing
PRACTICAL COMPONENT
Students to visit establishment’s front office and observe front office duties.
Students must then evaluate each other in a competition set up assessment where
they will check in and check out guests using the correct methods and terms.
Lecturers to supervise the activity and a marking grid must be used.
MODULE 5: LEGAL ASPECTS WEIGHTED VALUE
[10]
5.1 Booking contracts
5.2 Price display
5.3 Registration of guests
5.4 Overbooking
5.5 The rights of the proprietor/hotelier/innkeeper
5.6 Liability for guests property by an innkeeper
5.7 Non-payments by guests
5.8 The hotel premises
5.9 The liquor act
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PRACTICAL COMPONENT
Students must do a written assignment on any of the above-mentioned topics.
MODULE 6: ANCILLARY/ SUPPORT SERVICES WEIGHTED VALUE
[5]
6.1 Special requests of guests
6.2 First Aid
6.3 Security precautions
6.4 Organising functions in the accommodation establishment: conferences,
seminars, workshops, etc.
PRACTICAL COMPONENT
The college to send the students for a formal level 1 First Aid Course. The lecturer
in collaboration with the Occupational Health and Safety officer to organise and
coordinate this activity.
FINANCIAL
MODULE 7: HANDLING MONEY AND BILLING WEIGHTED VALUE [20]
7.1 Handling money:
7.1.1 VAT, Service charges, SATOUR levy
7.1.2 Foreign Exchange
7.1.3 Visitors Paid Out (VPO’s)
7.1.4 Receipts from other departments
7.2 Billing:
7.3.1 Principles of hotel billing
7.3.2 Manual billing systems
7.3.3 Electronic Machine Billing
7.3.4 Computer billing
7.3.5 Control procedures
7.3.6 Night audit
7.3.7 Potential bad debts
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7.4 Methods of payment:
PRACTICAL COMPONENT
The students should be trained on at least one electronic billing system and should
be given a task to demonstrate the ability to operate the system. Instructions and a
marking grid must be compiled by the lecturer.
MODULE 8: SELLING AND THE FRONT OFFICE WEIGHTED VALUE [15]
8.1 Reception as a sales department
8.2 The purpose of selling
8.3 Selling methods
8.4 The need for sales
8.5 The hotel product
8.6 Aids of sales
PRACTICAL COMPONENT
Design a marketing plan for a hospitality establishment of choice
Display and promote the services of a college training restaurant or hotel
(Group project)
TOTAL: 100
8. Syllabus
INSTRUCTIONAL OFFERING: APPLIED MANAGEMENT
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N5
Module 1: INTRODUCTION
General aim On completion of this module, the student must be able to briefly explain the
professional behaviour and different supporting services in the hospitality industry.
LEARNING CONTENT LEARNING OUTCOMES
The student must be able to:
1.1 Terminology 1.1.1
Interpersonal skills, rapport,
professional behaviour, poise,
deportment, ancillary, revenue
generating, non-revenue generating,
1.2 Professional behaviour 1.2.1
1.2.2
1.2.3
1.2.4
1.2.5
Explain the importance of
interpersonal skills of a front office
manager/staff when interacting with
clients.
Describe ways to establish a rapport
with clients.
Explain the importance of
maintaining a professional
relationship with clients/ professional
behaviour toward clients.
Briefly describe how “Poise and
deportment” creates a professional
impression with clients and improves
the image of the hospitality
establishment.
Social media presence
1.3 Supporting and ancillary
Services
1.2.1
Name and describe the different
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1.2.2
1.2.3
supporting services in the hospitality
industry.
Housekeeping i.e. room
attendant, supervisor
Public and service area
cleaning
Room’s division staff, including:
Front desk attendant.
Valet parking.
Concierge.
General maintenance.
Laundry services
Name and describe the different
ancillary services in the hospitality
industry.
Travel insurance
Car hire
Transfers to the hotel
Currency exchange
List the revenue generating areas in
an accommodation establishment
(guest and function rooms, food and
beverage, bars, laundry)
Non-revenue generating areas in an
accommodation establishment (front
office, marketing, human resources,
finance, maintenance, security)
PRACTICAL COMPONENT:
Students will visit a relevant hospitality establishment and compile a report on
the types of supporting services are provided by that establishment. The report
can also be written by using brochures and internet access to a hospitality
establishment.
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Report format guideline:
Name of the hospitality establishment:
Background to the type of establishment:
The supporting services provided:
Conclusion: Do you think the services are sufficient and make recommendations
of services that could be considered by the hospitality establishment.
NB: The lecturer should compile a checklist and a model answer as a
marking guideline for the report.
Module 1 – Introduction
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Module 2: ORGANISATION AND GRADING
General aim On completion of this module, the student must be able to explain the organisation
structures within the hospitality establishment and national grading and
classification scheme in South Africa
LEARNING CONTENT LEARNING OUTCOMES
The student must be able to:
2.1 Terminology 2.1.1 Front of house, back of house,
banqueting, organisational structure,
grading
2.2 Different organisation
structures in the hospitality
establishments
2.2.1 Compile an organisation diagram of
the following:
Hotels (small, medium and
large)
B&B’s
Guest houses
Lodges/ Game lodges
Restaurants
Airbnb
Resorts
Apartments
Chalets
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2.3 Duties for different positions
within the hospitality
establishment.
2.3.1 Name and explain a list of duties of
all back of house and front of house
positions within hospitality
establishments e.g. restaurant, bar,
kitchen, housekeeping, banqueting,
etc. which are mentioned in
establishments in 2.2.1
2.4 Functions and services
provided by the reception office.
2.4.1 Explain the functions and services of
the reception department and list the
main tasks.
2.4.2 Draw an organisation structure
chart/diagram of the functions of the
front office.
2.5 The different departments
and responsibilities of the
different departments and the
type of services they provide.
2.5.1 List different departments within the
back of house of the establishments
referred to in learning outcome 2.2.1.
2.5.2
2.5.3
List the different tasks performed in
each department, using a diagram.
Draw up a schedule of work for each
employee according to different front
of house positions.
List the task of the employees in
each department with reference to
hours and shifts, telephones,
advance reservations, reception,
cashier, porter, valet, kiosk and
housekeeping.
2.6The new national grading and
classification scheme in South
Africa.
2.6.1 Describe the star grading
programme applicable to the main
categories of accommodation.
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2.6.2
2.6.3
2.6.4
2.6.5
Explain how the grading and quality
classification works, by referring to:
Listed category
Grading and classification
Name different five star
accommodation establishments in
your province.
Explain the benefits for
accommodation establishments to
be star graded in South Africa and
globally.
Explain the Code of Conduct that
different management levels should
adhere to in an accommodation
establishment.
PRACTICAL COMPONENT:
Students will visit relevant stakeholder’s e.g. TGCSA; FEDHASA; BABASA;
SATSA, ASATA, Provincial or National department of tourism etc. and write a
report on findings on the role played by each stakeholder in the grading of
establishments within the hospitality and tourism sector.
Module 2 – Organisation and Grading
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Module 3: THE RECEPTIONIST
General aim
On completion of this module, the student must be able to explain the importance
of understanding the duties and attributes of a receptionist.
LEARNING CONTENT LEARNING OUTCOMES
The student must be able to:
3.1 Terminology 3.1.1 Personal attributes/qualities;
enquiries; confidential; etiquette;
complainant; cautious and
communication
3.2 The personal qualities of an
efficient receptionist/front
office staff
3.2.1 List of the main attributes and
qualities that an efficient receptionist
of a hospitality establishment should
possess.
3.3 Personal appearance 3.3.1
Discuss the importance of personal
hygiene in relation to personal
appearance of a receptionist in a
hospitality establishment.
3.3.2
Demonstrate an understanding of
the above in a real or simulated
situations.
3.4 Dealing with enquiries and
complaints in the front office.
3.4.1
List common enquiries and
complaints that can be expected in
the front office.
3.4.2
Explain the steps that should be
taken to deal with enquiries and
complaints of guests.
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3.4.3
3.4.4
3.4.5
3.4.6
List the documents to use when
dealing with enquiries and
complaints.
Explain the importance of being
cautious and confidential when
dealing with guest complaints.
Explain the importance of:
providing feedback to
complainants
various ways of providing
feedback to complainants
turn-around time to provide
feedback to complainants
3.5 Communication with guests. 3.5.1 Differentiate between verbal and
non-verbal communication.
3.5.2
3.5.3
3.5.4
Explain how to use both
communication methods effectively
when dealing with guests.
Explain the use of basic telephone
etiquette when dealing with guests.
Discuss the importance of
confidentiality of a guest’s
information.
PRACTICAL COMPONENT:
Students will evaluate a receptionist at one of the hospitality
establishments they have visited in terms of personal qualities,
appearance, dealing with complaints or enquiries and how they
communicate with guests.
Module 3 – The Receptionist
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Module 4: RECEPTION – FRONT OFFICE
General aim
On completion of this module, the student must be able to explain the importance
of understanding the front of house and duties performed in that area.
LEARNING CONTENT LEARNING OUTCOMES
The student must be able to:
4.1 Terminology: Hotel reception
terms
4.1.1
Adjoining room; suite; concierge;
tariff; amenities; check-in; check-out;
reservation; room service;
brochures; walk-ins; back-to-back
reservations; guaranteed arrivals;
VIP; over booking;
4.2 Reception Area layout and
duties of Staff
4.2.1 Illustrate with the aid of a diagram
the simple layout of the reception
area of a hospitality establishment.
Greeting area
Waiting area
Front desk
Reservations
Sales and marketing
Concierge.
4.2.2
4.2.3
List the items that should be
checked by the staff on reporting for
duty in order to keep the reception
area immaculate at all times.
Describe the basic rules of
behaviour which are expected from
the front of house staff.
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4.3 Brochures and tariff
structures
4.3.1
Describe the use of different
marketing material in the reception
area.
4.3.2
4.3.3
Define tariff
Compare the different marketing
material of accommodation
establishments in SA.
Evaluate the marketing
material with specific
reference to what sector of
the market/target market it is
aimed at and the tariff.
4.4 Basic reception duties during
the various shifts.
4.4.1 Explain the basic reception duties
that have to be carried out:
On the morning shift (08:00 –
15:00)
On the evening shift (15:00 –
23:00)
Reservations
4.5 Methods of booking a
reservation
4.5.1
Identify and briefly describe the
methods used by guests to book a
reservation.
Explain different methods used by
hotels to book do reservations.
4.6 Recording the reservation 4.6.1
4.6.2
4.6.3
List the details and information
required to process a
booking/reservation.
Identify different software used in
hospitality establishments for
reservations.
Briefly state the benefits of the
reservation form.
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4.6.4
4.6.5
Explain the following: direct and
indirect online reservations;
reservation chart, density chart and
the hotel diary.
Briefly explain the following different
ways to record or chart a
reservation prior to the guests
arrival:
The reservation form;
advance reservation chart;
density chart;
stop-go chart and
The hotel diary
4.7 Other methods of recording
reservations
4.7.1
4.7.2
Identify the different applications
used in the hotel industry for
bookings and recording reservations.
Explain the operation of the
electronic/ online Central
Reservation System.
4.8 Confirming reservations
4.8.1 Identify and briefly describe the
various methods which are used to
confirm a reservation.
4.8.2
4.8.3
4.8.4
Draft a suitable reply to confirm a
guest’s reservation.
Complete the standard confirmation
forms showing reservation details as
necessary.
Give examples of the extra
information usually printed on the
confirmation slip.
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4.9 Status of reservations 4.9.1 Briefly explain the following:
6pm release
T to P (take or place)
Guaranteed arrival
VIP’s and CIP’s
Room nights
Commissionable bookings
Back to back reservations
Airline and travel agents
guaranteed reservations
Check- in and out of guests
4.10 Registration
4.10.1
4.10.2
4.10.3
4.10.4
4.10.5
List the traditional methods of
registration of guests.
Compare the advantages and
disadvantages of the different
methods of registrations.
Describe the procedure that must be
followed when receiving guests,
including walk in guests.
Describe the characteristics of
identity booklets issued to guests on
their arrival.
Complete registration cards with
given information and check cards
for possible mistakes.
4.11 Room status 4.11.1
4.11.2
Define the need for a room status
system.
Name and describe the operation of
the following room status systems:
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4.11.3
Bedroom book
Bed sheet
Room board
Electronic room status boards
Apply the concepts studies in this
term (4.11) to job situations in the
hospitality industry by means of
simulated situations.
4.12 Notifications and records 4.12.1
4.12.2
4.12.3
Identify the lists that are prepared
and kept by reception to ensure that
the needs of guests and
management are satisfied.
Identify the staff to whom these lists
should be distributed.
Describe the use and purpose of
these lists prepared by reception,
including the following:
Arrivals list
Notifications slips
Change room
House list (alphabetical guest
list)
Departure list
Function/tour list/ ten-day
forecast
Call/papers/EMT
Guest History
Daily summary sheets
Room history record
Room inventory cards and
Black lists
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4.12.3
Complete the above lists from
information given.
4.13 Letter and key racks 4.13.1 4.13.2 4.13.3
Name the functions of the combined
letter and key racks.
List and describe the different types
of keys that can be given to guests
when they check in.
Explain how am electronic key
system operates and name the
advantages.
4.14 Valuables and safe-keeping 4.14.1 4.14.2 4.14.3
Outline the procedure followed when
accepting valuables for safe-keeping
from guests.
Outline the procedure followed when
the guest wants his/her property
back.
Issue receipts for valuables
deposited and withdrawn (complete
the records that should be kept)
4.15 Checking out/ departures 4.15.1 Explain in detail the method of
booking out a guest.
4.16. Travel agents, groups and Tours
Pricing and selling
4.16.1 4.16.2
Name the factors which will affect
the price quoted for a tour.
Explain what a net rate is.
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4.16.3 4.16.4
Explain the term package.
Explain how the tour operator and
hotelier reconcile their conflicting
aims in handling accommodation
sales.
Booking 4.16.5 4.16.6 4.16.7 4.16.8 4.16.9
Draw a flow chart of a tour booking.
Explain the term ‘cancellation dead
line.
Complete a group/tour booking form
from given information.
Name the details of the booking that
must be clarified with the agent
before the group arrives.
Explain the necessity from the
rooming list and name the
information necessary for this list.
Handing and billing 14.16.10 4.16.11 4.16.12 4.16.13
Explain and evaluate the three
methods of handling group
registration.
Explain how rooms will be allocated
to groups.
Name the duties of the head porter
on the arrival of groups.
Explain in detail how accounts for
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4.16.14 4.16.15
groups and individual guest charges
will be dealt with.
Compile a list of points to be
checked before a package tour
finally leaves.
Explain the procedure if a drop is not
leaving until the afternoon.
DIDACTIC DIRECTIVES:
This module must be studied as one unit because the student must be able to
explain the procedures from when a guest makes a request/ reservation for
accommodation until the departure of the guest. This must be done by including
how he/she would deal with the request and by processing the reservation from
arrival to the final departure of the guest(s) by identifying and completing (in the
correct sequence) the necessary records.
Module 5: LEGAL ASPECTS – FRONT OFFICE
General aim On completion of this module, the student must be able to explain the importance
of understanding the legal aspects of the front office.
LEARNING CONTENT LEARNING OUTCOMES
The student must be able to:
5.1 Booking contracts 5.1.1
5.1.2
5.1.3
Explain the various ways in which a
booking contract may come into
being.
Name the points to which the
express terms normally contained in
a contract of booking will relate.
Explain what significance a guest’s
contractual capacity to booking a
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5.1.4
5.1.5
contract is.
State and explain the three ways in
which a contract of booking may
end.
Apply the concepts studied in this
theme to situations in the front office
by means of role-play or simulated
situations.
5.2 Price display 5.2.1
5.2.2
List the information which must be
provided in the notice displaying the
prices.
Compile a typical notice displaying
the prices in residential
establishments.
5.3 Registration of guests 5.3.1
5.3.2
Outline the main points of law
concerning the registration of guest,
with reference to the Aliens
Registration Act.
List the information required for
aliens.
5.4 Overbooking 5.4.1
5.4.2
Explain the common practice in the
hospitality industry of overbooking.
Evaluate the possible legal outcome
of overbooking.
5.5 The rights of the
proprietor/hotelier/innkeeper
5.5.1
5.5.2
Define the terms hotelier and
innkeeper.
State when service can be refused to
a guest and explain ejectment of
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5.5.3
guests and access to premises.
Define the Lien of guest’s property.
5.6 Liability for guest’s property
by the innkeeper.
5.6.1
5.6.2
5.6.3
5.6.4
Explain the stipulation of the law that
sets out the scope of this liability and
restrictions the kind of property
which the liability applies.
Explain how a hotel can limit its
liability for the loss of guest’s
property by referring to indemnities
and notices.
List the points the guest must prove
in order that a proprietor be strictly
liable for loss or damage to the
property of a guest.
Identify the Common law exceptions
to liability.
5.7 Non-payment by guests 5.7.1
5.7.2
5.7.3
Illustrate defaulting by guests by
means of examples.
Explain how the proprietor can
protect himself from defaulters.
Propose what a receptionist should
do if he/she believes a guest to be
dishonest.
5.8 The hotel premises 5.8.1
Explain the significance of the
following with regard to the
hospitality industry:
The food laws
Public liability
The workmen’s
Compensation Act
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5.8.2
Apply the prescriptions of the acts
studied in this theme to situations in
the in the hospitality industry by
means of role-play or simulated
situations.
5.9 The Liquor Act 5.9.1
5.9.2
5.9.3
Identify the different types of
operating licences and list all the
examples of each type in S.A.
Name the general and special
conditions for on-and off-
consumption premises/licenses.
Explain and give examples, where
applicable, of the following with
regard to liquor laws and regulations
in South Africa.
Access to premises/right of
admission
Bar/ restricted part
Closed days
Trading hours
Corkage
Premises
PRACTICAL COMPONENT:
The students must do an assignment on any of the above legal aspects. The
lecturer is to determine which aspect must be used and a marking guideline
must be compiled.
Module 5 – Legal Aspects – Front Office
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Module 6: ANCILLIARY/ SUPPORT SERVICES
General aim On completion of this module, the student must be able to explain the importance
of identifying the different roles played by support services in relation to the
hospitality establishment.
LEARNING CONTENT LEARNING OUTCOMES
The student must be able to:
6.1 Special requests of guests 6.1.1
6.1.2
Briefly describe the action the
receptionist must take regarding the
following special
requests/requirements made by the
guest:
Emergency medical
assistance
Special dietary requirements
namely; diabetic, vegetarian,
lactose intolerant, allergies ….
Extra bed, cot in room,
Pillows, blankets based on
allergies etc.
Car cleaned
Flowers
Wedding anniversaries etc.
Notable dates in the calendar
e.g. Ramadaan, Hanukkah,
Easter, Christmas and
wishing guests for these
holidays.
Name the correct department to
pass on to each of the above
mentioned special
requests/requirements.
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6.1.3
Apply the concepts studied in this
theme to job situations by means of
simulated situations in the Front
Office.
6.2 First Aid 6.2.1
6.2.2
6.2.3
6.2.4
6.2.5
6.2.6
Explain the importance of identifying
emergency situations quickly and
correctly.
Explain why untrained personnel
should not administer first aid in an
emergency situation.
Know who the first aider is on site
and how to contact the person.
Explain the steps to take when
conducting a Primary Survey in an
emergency situation.
Identify visible vital signs that
indicate the physical condition of a
patient.
Briefly describe the action he would
take in the following circumstances
when basic first aid is necessary.
Bleeding
Burns and scalds
Shock
Electric shock
Artificial respiration/resuscitation
Fractures
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6.2.7
6.2.8
Nose bleeding
The coma position
Choking
Poisons
Fainting
Epilepsy
Apply the concepts of first aid
studied in this theme (6.2.1) to
situation in the hospitality industry by
means of simulated situations and
must render first aid when
necessary.
First aid box content and
location must be known.
Successfully complete basic First Aid
programmes and obtain a certificate.
6.3 Security precautions 6.3.1
6.3.2
6.3.3
List possible ways to safe guard
guest’s property.
Armed response
Card entry
List possible ways to safeguard the
premises of different types of
accommodation establishments e.g.
guest houses, hotels.
CCTV
Finger print access control
Guests/staff photos saved to
a profile
Describe the methods of dealing with
pilfering.
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6.3.4
Apply the concepts studied in theme
(6.3.1 and 2) to job situations by
means of simulated situations.
6.4. Organising functions in the
accommodation /seminars /
workshops etc.
6.4.1
6.4.2
6.4.3
6.4.4
6.4.5
6.4.6
Define the following terminology:
Conference
Seminar
Meeting
Symposium
Workshop
Exhibition
Identify the OBJECTIVES of a
function to serve as a guide when
planning and organising a successful
function.
Prepare a room inventory as well as
an inventory of aids for an
establishment that wishes to handle
conferences.
Prepare seating layouts and plans
for organisers of conferences to
make a choice between the various
alternatives.
Explain the SPECIAL NEEDS of the
conference organiser and how they
can be met.
Draw up a checklist for conference
organisers.
PRACTICAL COMPONENT:
The following are examples of assignments:
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The colleges are to send students to successfully complete basic First Aid
programmes and obtain a certificate.
Module 6 – Ancillary services
Module 7: HANDLING MONEY AND BILLING
General aim
On completion of this module, the student must be able to explain the importance
of understanding the fundamentals about handling money and billing the guests.
LEARNING CONTENT LEARNING OUTCOMES
The student must be able to:
7.1 VAT, Service charges,
SATOUR levy
7.1.1
7.1.2
7.1.3
Give and overview of the current
VAT system in South Africa and how
it operates.
Briefly outline the type of supply of
goods and services by a vendor.
Identify and discuss the supplies
common to the hotel industry by
referring to:
Commercial hotel
establishments
Residential rental
establishments
Deposits
The supply of Food and
Beverages
The hire of rooms for
conferences, weddings etc.
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7.1.4
7.1.5
Transportation
Staff meals/refreshments
Accommodation to non-
residents
Explain how and when the service
charge is applied in accommodation
establishments.
Give an overview of the SATOUR
levy and how it is applied.
7.2 Foreign Exchange 7.2.1
7.2.2
7.2.3
7.2.4
Explain on what basis foreign
exchange facilities are offered by
large hotel to their overseas guests.
Name the various ways rates are
presented to guests.
Explain why a hotel would require a
cashier to complete a foreign
exchange slip (receipt) and
demonstrate how to do it.
Convert rand into foreign currency by
using a foreign exchange rate table.
7.3 Visitors Paid Out (VPO’s) 7.3.1
7.3.2
7.3.3
Explain the term in detail with
appropriate examples.
Discuss the correct procedure when
posting (VPO’s).
Complete a visitors Paid Out receipt.
7.4. Receipts from other
departments
7.4.1
Explain, step by step, the correct
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procedure that must be followed by
the cashier when money is paid in
from another cash taking area in the
hotel.
BILLING
7.5 Principles of hotel billing
7.5.1
7.5.2
7.5.3
Identify and summarise the
requirements any system of
recording charges should satisfy.
Illustrate with aid of a diagram the
information process involved in
compiling a guest’s bill.
State three types of billing system
available that facilitate the detailed
recording of guest charges.
7.6 Tabular Ledger (Tab) 7.6.1
7.6.2
7.6.3
7.6.4
7.6.5
Name the two records this method of
recording charges in hotels revolves
around.
Define the use and purpose of tab
sheet.
Define the customer’s account.
Name and briefly describe the two
forms of layout the tab can take.
Discuss the application of the tabular
ledger in detail by explaining the:
Opening of new bills
Posting of charges
Procedure if a charge is
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7.6.6
incorrectly entered
Procedure when a guest
checks out/departs
Changing of rooms during
guests stay.
Recording of cash sales.
Balancing features
Applying the concepts studied in this
theme by completing horizontal and
vertical tabs by recording guest’s
charges as well as explaining
examples of tabular ledgers.
7.7 Electronic Machine Billing 7.7.1 Compare the advantages/benefits of
electronic machine billing over the
tabular ledger.
Explain the operating of an
electronic billing machine by defining
the keyboard of the machine.
Compare the differences/similarities
of electronic machine billing with the
tabular ledger with reference to:
Opening a bill
Posting of charges
Adjustments/corrections
Closing an account
Balancing
7.8 Computer billing 7.8.1 Summarise the benefits of computer
billing.
7.9 Control procedures 7.9.1
7.9.2
State the basis of control.
List the two systems in operation to
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7.9.3
control the apartment income
revenue.
Illustrate with the aid of a diagram
how apartment income is controlled.
7.10 Night Audit 7.10.1
7.10.2
List the tasks of a night auditor in a
large hotel.
List the major advantages of a night
audit department in a large hotel.
7.11 Potential bad debts 7.11.1
7.11.2
7.11.3
List and briefly describe the two
methods used to identify guests who
may be potential bad debts.
State which checks are carried out
by the hotel security/assistant
manager in the case of a guest who
was thought to be a potential bad
debt.
Briefly describe the action that will be
taken if the checks taken in 7.11.2
were not satisfactory.
7.12 METHODS OF PAYMENT
7.12.1
7.12.2
Briefly explain how the following can
be used to settle the guest’s
account:
Cash
Credit card
Debit card
Prepaid cards
EFT payment
Give a detailed overview of the
impact of the three major factors the
hotelier must assess in dealing with
each of these methods of payment.
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7.12.3
7.12.4
7.12.5
7.12.6
7.12.7
7.12.8
7.12.9
7.12.10
7.12.11
Explain the procedure when a bill is
being settled by means of cash
payment (in legal tender) in local as
well as foreign currency.
State where the cashier can obtain
the daily currency exchange rate of
foreign currency.
List the instructions of the cashier for
payment by foreign exchange.
Briefly explain how the hotel cashier
can quickly establish if a credit/ debit
card is good for payment.
Summarise the advantages of using
a credit/debit card/ EFT compared to
using cash for payment.
List the guidelines to the cashier
when accepting payment by credit/
debit card.
Set out the procedure the cashier
has to follow if there is any doubt
about the card payment.
Point out how proof of identity can
be verified.
Name the major types of credit cards
in South Africa.
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7.12.12
7.12.13
7.12.14
7.12.15
7.12.16
Explain the meaning of the terms
extended payment’ and ‘floor limit’
on credit card transactions.
Give an overview of the ‘authority
code’ required for ANY credit card
transaction for which extended
payment is required.
Compare the various CASH
METHODS of payments by referring
to:
Most secure method
Most financially beneficial
method to the hotel.
Point out why many hotels
encourage ledger payment facilities
(credit).
Explain in detail the procedure for
handling travel agents vouchers.
PRACTICAL COMPONENT:
Either working with external partners’ e.g. hotels or internally, students should be
trained on at least one electronic billing software e.g. Micros and have a
certificate of competence.
Module 7 – Handling money and billing
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Module 8: SELLING AND THE FRONT OFFICE
General aim On completion of this module, the student must be able to explain the importance
of reception area as a sales department
LEARNING CONTENT LEARNING OUTCOMES
The student must be able to:
8.1 Reception as sales
department
8.1.1
8.1.2
8.1.3
8.1.4
8.1.5
Compile a list of the main market
segments in a hotel.
State why it is important that front
office staff should be aware of the
main objectives of marketing a hotel.
List the basic rules to be followed
when selling accommodation from
the reception desk.
Discuss the statement ‘there is no
substitute for product knowledge
‘relating it to the receptionist as a
sales person.
List possible questions that could be
put to the staff to develop their
awareness and need to know their
product.
8.2 The purpose of selling 8.2.1
8.2.2
Identify and discuss in detail the two
basic criteria aiming to satisfy the
sales function.
Explain why a hotel room can never
be sold twice.
Explain what makes up the marginal
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8.2.3
cost of a hotel.
8.3 Selling methods 8.3.1
8.3.2
8.3.3
8.3.4
8.3.5
8.3.6
8.3.7
8.3.8
Identify and describe in detail the
main selling methods in use in
hotels.
Describe selling by the hotel
receptionist by means of the A-B-C
approach.
Illustrate with the aid of a diagram
the split of hotel facilities in A, B and
C class sales.
Explain upselling and cross selling.
Name typical examples of upselling
and cross selling of hotel products.
Provide examples of how the use of
descriptive words in the hotel
product can expand the benefits for
the guest and help them visualise
the room.
‘Discuss AIDA principle in sales and
marketing with regard to online sales
e.g. websites.
Explain various strategies how the
receptionist could overcome the
most common objectives of
prospective guests and apply them
in role play situations.
List examples of the use of good
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8.3.9
8.3.10
sales technique.
Differentiate between the method of
selling to a business person and a
tourist.
8.4 The need for sales 8.4.1
8.4.2
Give an overview of the reasons why
it is so essential that effective selling
from the reception desk must have
the active support of top
management.
Identify the main sales leads of
which the front office staff of the
hotel should be aware.
8.5 The hotel product 8.5.1
8.5.2
8.5.3
Give an overview of the four main
areas the hotel product could be
divided into.
List and briefly discuss the main
reasons why a customer chooses a
particular product and more
specifically the hotel product.
Apply the Product Analysis
Technique to the hotel product with
reference to:
The hotel building itself
Members of management
Individual guest rooms
Public areas in the hotel
Food and beverage
facilities/outlets in the hotel
Rules and regulations
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Facilities offer by the
competition
8.6 Aids of sales
8.6.1
8.6.2
8.6.3
8.6.4
Name and give a brief explanation of
the major aids to sales in hotels.
Analyse the following material and
actions that support successful sales
campaigns:
Market research and analysis
Training
Knowledge of results
Rewards (include non-
financial rewards e.g. time off)
Recommend methods he/she would
use to promote weekend breaks at
e.g. Country and city hotels.
Apply the concepts studied in this
theme to different situations in the
accommodation industry.
PRACTICAL COMPONENT:
The following are examples of assignments:
Design a marketing plan for a hospitality establishment of choice
Display and promote the services of a college training restaurant or hotel
Module 8 – Selling and the Front Office
Didactic guidelines
1. Theoretical principles should be applied to practical real-life situations.
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2. Discussion and evaluations should be done on the basis of case studies.
3. Theoretical principles should be linked to other modules and other subjects e.g
Entrepreneurship
4. Role play, excursions, film clips and interviews