NZQA Expiring unit standard
14405 version 4
Page 1 of 3
Title
Provide an information and booking service for guests in a
commercial hospitality environment
Level
3
Purpose
Credits
4
This unit standard is for people who are working in a porter
service role in a commercial hospitality environment.
People credited with this unit standard are able to provide
information to guests and book internal and external services
for guests, 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.
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
Provide information to guests in a commercial hospitality environment.
Evidence requirements
1.1
Travel, visitor, and hotel information is kept available, neat, current, well
stocked, and ready for guest use in accordance with establishment
requirements.
ServiceIQ
SSB Code 9068
 New Zealand Qualifications Authority 2016
NZQA Expiring unit standard
1.2
14405 version 4
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Guest needs and requirements are identified in accordance with guest requests
and establishment requirements.
may include but is not limited to – transportation requirements,
local attractions, external services, cost and availability of
bookings, booking times;
evidence of three is required.
Range
Outcome 2
Book internal and external services for guests in a commercial hospitality environment.
Evidence requirements
2.1
Guest needs and requirements are confirmed with guest in accordance with
establishment requirements.
2.2
Guest needs and requirements are actioned in accordance with establishment
requirements.
2.3
Guest needs and requirements are confirmed and communicated to guest in
accordance with establishment requirements.
may include but is not limited to – details of bookings, payments,
time, location, transport.
Range
Replacement information
This unit standard, unit standard 14402, unit standard
14404, unit standard 14410, and unit standard 20665
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.
Status information and last date for assessment for superseded versions
Process
Version Date
Last Date for Assessment
Registration
1
26 March 1998
31 December 2016
Review
2
22 October 2004
31 December 2016
Review
3
20 November 2009
31 December 2016
Review
4
12 December 2013
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.
ServiceIQ
SSB Code 9068
 New Zealand Qualifications Authority 2016
NZQA Expiring unit standard
14405 version 4
Page 3 of 3
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