NZQA Expiring unit standard
14413 version 4
Page 1 of 3
Title
Provide a reservation service using a property management system
in a commercial hospitality environment
Level
4
Purpose
Credits
10
This unit standard is for experienced people who are taking
reservations from guests using a property management system
in a hotel.
People credited with this unit standard are able to deal with
reservation enquiries and take, amend, and cancel reservations
using a property management system, in a commercial
hospitality environment.
Classification
Hospitality > Guest Services
Available grade
Achieved
Explanatory notes
1
Definitions
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.
Property management system – refers to an electronic system that manages the
guest cycle interdepartmentally from arrival to departure eg guest accounting,
housekeeping, maintenance, reservations, etc.
Maximising yield – refers to the process and procedures for ensuring the
establishment is maximising room use and room rate.
Promotion – up-selling, add-ons.
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
ServiceIQ
SSB Code 9068
 New Zealand Qualifications Authority 2016
NZQA Expiring unit standard
14413 version 4
Page 2 of 3
Deal with reservation enquiries using a property management system in a commercial
hospitality environment.
Evidence requirements
1.1
Guest enquiries are attended to in a timely manner in accordance with
establishment requirements.
1.2
Guest requirements are identified and accurate information is given in
accordance with room availability, locality information, and establishment
requirements.
Range
information includes but is not limited to – guest services, facilities,
payment methods, location, special requirements.
1.3
Accommodation and service promotions are identified and offered to the guest
in accordance with establishment requirements.
1.4
Suitable accommodation is offered to meet guest needs and guest reservation
is confirmed, in accordance with establishment requirements.
1.5
Current establishment room rates are confirmed with guest in accordance with
establishment requirements.
Range
1.6
rates include but are not limited to – room types, packages,
promotions, number of beds.
Procedures for maximising yield are identified in accordance with delegated
authority and establishment requirements.
Outcome 2
Take, amend, and cancel reservations using a property management system in a
commercial hospitality environment.
Evidence requirements
2.1
Reservations are made that reflect guest requirements and requests and are
entered in the reservation system, in accordance with establishment
requirements.
2.2
Confirmation of reservation and method of payment are agreed in accordance
with establishment requirements.
2.3
Guaranteed and non-guaranteed reservations are identified and followed up in
the reservation system in accordance with establishment requirements.
2.4
Reservations are amended, where required, in accordance with guest and
establishment requirements.
2.5
Reservations are cancelled, and relevant people informed in accordance with
guest and establishment requirements.
ServiceIQ
SSB Code 9068
 New Zealand Qualifications Authority 2016
NZQA Expiring unit standard
14413 version 4
Page 3 of 3
2.6
Documentation related to taking, amending, and cancelling a reservation is
completed accurately, within agreed timeframe, in accordance with
establishment requirements.
2.7
Communication is maintained with other staff and departments regarding taking,
amending, and cancelling reservations in accordance with establishment
requirements.
Replacement information
This unit standard, unit standard 14414, and unit
standard 26951 have been replaced by unit standard
27932.
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.
ServiceIQ
SSB Code 9068
 New Zealand Qualifications Authority 2016