Reception, Billing and Cashier Procedures for Front Office Staff

Overview

Framework:
RQF
Level:
Level 2
Unit No:
Y/504/9448
Credits:
3
Guided learning hours:
24 hours

Assessment Guidance

N/A

Unit Learning Outcomes

1

Understand the important role and function of front office within an organisation.

Assessment Criteria

  • 1.1
    Describe the role of the front office within an organisation.
  • 1.2
    Explain front office's importance in upholding:
    a) security
    b) the legal responsibilities of an organisation.
2

Know the different types of guest that come into an organisation and their requirements.

Assessment Criteria

  • 2.1
    Describe the guest types that use the hospitality services provided by an organisation.
  • 2.2
    Describe the needs of each of these groups.
3

Know how to deal with a guest on their arrival.

Assessment Criteria

  • 3.1
    Describe how to greet a guest upon their arrival.
  • 3.2
    Describe techniques to use when selling a room to a prospective client.
  • 3.3
    Describe the importance of guest registration.
  • 3.4
    Explain why there is a need to keep records of guest history.
4

Understand how to allocate rooms and how to deal with 'overbooking'.

Assessment Criteria

  • 4.1
    Explain the differences between manual and computerised systems of allocating rooms.
  • 4.2
    Explain 'overbooking'.
  • 4.3
    Explain why it is widely used within the hospitality industry.
5

Know how to compile a guest's account.

Assessment Criteria

  • 5.1
    List items that appear in a guest's bill.
  • 5.2
    Describe how a guest's bill is compiled using:
    a) a computerised system
    b) a manual system.
6

Understand procedures for secure cash handling.

Assessment Criteria

  • 6.1
    Describe the main systems and procedures used to ensure secure cash handling in the front office.