NZQA Expiring unit standard
20665 version 4
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Title
Provide a mail and communications service for guests in a
commercial hospitality environment
Level
2
Purpose
Credits
3
This unit standard is for people who are working in the
reception area of a commercial hospitality environment.
People credited with this unit standard are able to send mail
and communications for guests; and sort, record, and deliver
mail and communications, in a commercial hospitality
environment.
Classification
Hospitality > Guest Services
Available grade
Achieved
Explanatory notes
1
Definition
Establishment requirements – any policy, procedure, or agreed requirement, either
written or oral, that is made known to the candidate prior to assessment against this
unit standard.
2
Legislation to be complied with includes but is not limited to – Privacy Act 1993,
Health and Safety in Employment Act 1992, Innkeepers Act 1962.
3
For the purpose of this unit standard, evidence will be required that guests are
greeted and treated in all interactions in a polite, friendly, and helpful manner.
4
This unit standard must be assessed against in a realistic workplace environment.
The candidate must be under realistic time pressures, use relevant commercial
equipment, and have realistic customer/staff ratios. Examples for each sector can be
found in AMAP 0112.
Outcomes and evidence requirements
Outcome 1
Send mail and communications for guests in a commercial hospitality environment.
Evidence requirements
1.1
Guest requirements for mail and communication services are identified and
confirmed in accordance with establishment and legislative requirements, and
delegated authority.
ServiceIQ
SSB Code 9068
 New Zealand Qualifications Authority 2016
NZQA Expiring unit standard
Range
1.2
20665 version 4
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must include but is not limited to – available services, postal
regulations, customs regulations, documentary requirements,
costs.
Name and address details for mail or communication destination are confirmed
with guest and any required materials are made available, in accordance with
establishment requirements.
Range
materials may include but are not limited to – courier tickets,
stamps, envelopes, rate schedule, fax, email.
1.3
Mail or communication is packaged, where appropriate, in a manner that
protects contents, ensures confidentiality is maintained, and complies with
delivery requirements.
1.4
Mail or communication is forwarded to agreed destination within timeframe
agreed with guest, and confirmation is forwarded to guest, in accordance with
establishment requirements.
1.5
Mail or communication forwarding is recorded in accordance with establishment
requirements.
Outcome 2
Sort, record, and deliver mail and communications in a commercial hospitality
environment.
Evidence requirements
2.1
Mail and communications are sorted and delivered, where required, in
accordance with establishment requirements.
2.2
The receipt and delivery of mail and communication are recorded in accordance
with establishment requirements.
2.3
Mail and communications delivered in error or for guests no longer at the
establishment are actioned in accordance with establishment requirements.
2.4
Goods received on guest’s behalf are prioritised for storage or delivery in
accordance with establishment requirements.
Replacement information
This unit standard, unit standard 14402, unit standard
14404, unit standard 14405, and unit standard 14410
have been replaced by unit standard 27931.
This unit standard is expiring. Assessment against the standard must take place by
the last date for assessment set out below.
ServiceIQ
SSB Code 9068
 New Zealand Qualifications Authority 2016
NZQA Expiring unit standard
20665 version 4
Page 3 of 3
Status information and last date for assessment for superseded versions
Process
Version Date
Last Date for Assessment
Registration
1
22 October 2004
31 December 2016
Rollover and
Revision
2
19 September 2008
Review
3
20 November 2009
31 December 2016
Review
4
12 December 2013
31 December 2016
31 December 2016
Consent and Moderation Requirements (CMR) reference
0112
This CMR can be accessed at http://www.nzqa.govt.nz/framework/search/index.do.
Please note
Providers must be granted consent to assess against standards (accredited) by NZQA,
before they can report credits from assessment against unit standards or deliver courses
of study leading to that assessment.
Industry Training Organisations must be granted consent to assess against standards by
NZQA before they can register credits from assessment against unit standards.
Providers and Industry Training Organisations, which have been granted consent and
which are assessing against unit standards must engage with the moderation system that
applies to those standards.
Requirements for consent to assess and an outline of the moderation system that applies
to this standard are outlined in the Consent and Moderation Requirements (CMR). The
CMR also includes useful information about special requirements for organisations wishing
to develop education and training programmes, such as minimum qualifications for tutors
and assessors, and special resource requirements.
ServiceIQ
SSB Code 9068
 New Zealand Qualifications Authority 2016