NZQA Expiring unit standard
14403 version 4
Page 1 of 3
Title
Manage a concierge service in a commercial hospitality environment
Level
4
Purpose
Credits
8
This unit standard is for experienced people working in a
concierge role in a commercial hospitality environment.
People credited with this unit standard are able to maintain
concierge facilities and manage the concierge service and staff,
in a commercial hospitality environment.
Classification
Hospitality > Guest Services
Available grade
Achieved
Entry information
Critical health and
safety prerequisites
Open.
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
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.
Hospitality Standards Institute
SSB Code 100343
 New Zealand Qualifications Authority 2016
NZQA Expiring unit standard
14403 version 4
Page 2 of 3
Outcomes and evidence requirements
Outcome 1
Maintain concierge facilities in a commercial hospitality environment.
Evidence requirements
1.1
Guest arrival lists are checked for requirements in accordance with
establishment requirements.
Range
1.2
requirements may include but are not limited to – very important
people (VIPs), differently-abled guests, group arrivals, numbers of
arrivals, early and/or late arrivals, special requests.
Equipment required for guest service is available and free from damage in
accordance with establishment requirements.
Range
equipment may include but is not limited to – luggage trolleys,
telephones, administration equipment.
1.3
Relationships with external suppliers of travel and visitor information are
established and maintained in accordance with establishment requirements.
1.4
Information boards are complete, accurate, current, and clearly visible to all
guests and visitors in accordance with establishment requirements.
1.5
Luggage identification material is available in sufficient quantity for anticipated
guest use in accordance with establishment requirements.
Outcome 2
Manage the concierge service and staff in a commercial hospitality environment.
Evidence requirements
2.1
Management of porter service staff ensures guests are attended to promptly in
a friendly, polite, and helpful manner in accordance with establishment
requirements.
2.2
Management ensures presentation of porter service staff meets establishment
requirements.
2.3
Management ensures that the porter services area is maintained in accordance
with establishment requirements.
2.4
Porter service staff are briefed on procedures for dealing with guest arrivals in
accordance with establishment requirements.
2.5
Management of porter service staff ensures that the provision of information to
guests is in accordance with establishment requirements.
Hospitality Standards Institute
SSB Code 100343
 New Zealand Qualifications Authority 2016
NZQA Expiring unit standard
2.6
14403 version 4
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Management of porter service staff ensures that the working environment is
maintained safely and securely in accordance with establishment requirements.
Replacement information
Dummie Replacement Information
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.
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.
Hospitality Standards Institute
SSB Code 100343
 New Zealand Qualifications Authority 2016