NZQA Expiring unit standard
26951 version 2
Page 1 of 3
Title
Maintain a reservation service in a commercial hospitality
environment
Level
4
Purpose
Credits
8
This unit standard is for experienced reservationists who work
in large hotels.
People credited with this unit standard are able to maintain
relationships with customers, and maintain occupancy in a
commercial hospitality environment.
Classification
Hospitality > Guest Services
Available grade
Achieved
Entry information
Recommended skills
and knowledge
Unit 14412, Book accommodation for guests in a commercial
hospitality environment, or demonstrate equivalent knowledge
and skills.
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.
Allotments – refer to wholesale block bookings.
2
Legislation to be complied with includes but is not limited to – Consumer Guarantees
Act 1993, 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.
ServiceIQ
SSB Code 9068
 New Zealand Qualifications Authority 2016
NZQA Expiring unit standard
26951 version 2
Page 2 of 3
Outcomes and evidence requirements
Outcome 1
Maintain relationships with customers in a commercial hospitality environment.
Evidence requirements
1.1
Relationships with customers are maintained in accordance with establishment
requirements.
1.2
Customers’ enquiries are recorded and reported to management in accordance
with establishment requirements.
Outcome 2
Maintain occupancy in a commercial hospitality environment.
Evidence requirements
2.1
Booking procedures are described in accordance with establishment
requirements.
Range
booking procedures include but are not limited to – allotments,
overbooking, room types, facilities.
2.2
Guest and company profiles are maintained in accordance with establishment
requirements.
2.3
Procedures for maintaining financial arrangements are described and carried
out in accordance with establishment requirements.
Range
2.4
E-commerce options are described and maintained in terms of updating
available information and services.
Range
2.5
financial arrangements include but are not limited to – credit
policies, cancellation and ‘no-show’ policies.
e-commerce options include but are not limited to – online
bookings, websites.
Any potential business is identified from guest enquiries and reported to
management in accordance with establishment requirements.
Replacement information
ServiceIQ
SSB Code 9068
This unit standard, unit standard 14413, and unit
standard 14414 have been replaced by unit standard
27932.
 New Zealand Qualifications Authority 2016
NZQA Expiring unit standard
26951 version 2
Page 3 of 3
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
19 November 2010
31 December 2016
Review
2
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