report 191 programmes syllabus

Syllabus: Applied Management N5

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REPORT 191 PROGRAMMES

SYLLABUS

APPLIED MANAGEMENT – N5

SUBJECT CODE: 04090605

IMPLEMENTATION: JUNE/JULY 2021


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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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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



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.


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.



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.


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


of understanding the front of house and duties performed in that area.



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.



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


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


32

Module 6: ANCILLIARY/ SUPPORT SERVICES


of identifying the different roles played by support services in relation to the

hospitality establishment.



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


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.


35

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.


The following are examples of assignments:


36

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


of understanding the fundamentals about handling money and billing the guests.



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.


37

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


38

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


39

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


40

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.


41

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.


42

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.


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


43

Module 8: SELLING AND THE FRONT OFFICE


of reception area as a sales department



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


44

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


45

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


46

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.


theme to different situations in the

accommodation industry.


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.


47

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

report 191 programmes syllabus

Documents