NZQA Expiring unit standard
22338 version 3
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Title
Plan and supervise daily front office operations in a commercial
hospitality environment
Level
4
Purpose
Credits
10
This unit standard is for people in a supervisory or junior
management role who are responsible for the planning and
overseeing of service in a daily front office operation in a
commercial hospitality operation.
People credited with this unit standard are able to prepare for
and supervise daily front office operations in a commercial
hospitality environment.
Classification
Hospitality > Guest Services
Available grade
Achieved
Explanatory notes
1
Definitions
Establishment requirements – refer to any policy, procedure, or agreed requirement,
either written or oral, that is made known to the candidate prior to assessment
against this unit standard.
Front office – refers to operations that include reception and lobby area but may also
include porters and concierge.
2
Legislation and regulations to be complied with include but are not limited to –
Consumer Guarantees Act 1993, Employment Relations Act 2000, Fair Trading Act
1986, Health and Safety in Employment Act 1992, Innkeepers Act 1962, Privacy Act
1993.
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.
4
This unit standard is for candidates who are supervising a team of staff.
Outcomes and evidence requirements
Outcome 1
Prepare for daily front office operations in a commercial hospitality environment.
Evidence requirements
ServiceIQ
SSB Code 9068
 New Zealand Qualifications Authority 2016
NZQA Expiring unit standard
22338 version 3
Page 2 of 4
1.1
The optimum number of staff required for service is planned in accordance with
establishment requirements.
1.2
Room allocations are prepared taking into consideration anticipated guest
requirements, in accordance with establishment requirements.
Range
1.3
may include but is not limited to – free independent traveller (FIT),
groups, special needs/requests, very important people (VIP).
Equipment and stock required for service is made available and kept
operational and ready for use, in accordance with establishment requirements.
Range
equipment may include but is not limited to – office equipment,
payment handling, food service equipment, display, temperature
control units, stationery, establishment marketing material,
payment handling.
1.4
The front office environment is kept clean, safe, and ready for operational use,
in accordance with establishment and legislative requirements.
1.5
Float is made available in correct denominations for service and security
arrangements are managed, in accordance with establishment requirements.
1.6
Staff are fully briefed on establishment service requirements and anticipated
guest expectations and checks are made to ensure staff meet dress code
standards, in accordance with establishment requirements.
Range
service requirements may include but are not limited to – group
arrivals and departures, conferencing, special requests.
Outcome 2
Supervise daily front office operations in a commercial hospitality environment.
Evidence requirements
2.1
The personal presentation and service standards of staff are maintained
throughout service in accordance with establishment and legislative
requirements.
2.2
The number of staff available for service is maintained in terms of prompt and
effective guest service, occupancy, and cost control, in accordance with
establishment requirements.
2.3
The safety and security of staff, guests, and all property is maintained
throughout service in accordance with establishment and legislative
requirements.
2.4
The conditions and ambience of the service environment are maintained
throughout service in accordance with establishment requirements.
ServiceIQ
SSB Code 9068
 New Zealand Qualifications Authority 2016
NZQA Expiring unit standard
conditions include but are not limited to – privacy, security, sound,
light, temperatures, health and safety.
Range
2.5
22338 version 3
Page 3 of 4
The documentation and reports related to daily front office operations are
accurately completed with the agreed personnel in accordance with
establishment requirements.
documentation includes but is not limited to – cash balances, shift
handover, maintenance requirements.
Range
2.6
Guest requirements are monitored to ensure they are met in accordance with
establishment requirements.
2.7
Difficult situations that may arise within the team are described in terms of the
type of situation and methods for remedial action.
difficult situations may include but are not limited to – team
conflict, conflict with management personnel, cultural differences,
conflicts with guests.
Range
2.8
Procedures for relocating or reallocating accommodation bookings are identified
and described in accordance with establishment requirements.
2.9
Decisions to maximise revenue and optimise yield are justified in accordance
with establishment requirements.
decisions may include but are not limited to – lower rates,
restaurant discounts.
Range
Replacement information
This unit standard, unit standard 14403, and unit
standard 22336 have been replaced by unit standard
27937.
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
25 January 2006
31 December 2016
Review
2
20 November 2009
31 December 2016
Review
3
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
22338 version 3
Page 4 of 4
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