NZQF NQ Ref
0882
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National Certificate in Hospitality (Operations Supervision) (Level 4)
with strands in Food and Beverage Service, Gaming, Accommodation,
and Front Office
Level
4
Credits
76-115
This qualification has been reviewed. The last date to meet the requirements is 31
December 2017.
Transition Arrangements
This qualification has been reviewed and replaced by the New Zealand Certificate in
Hospitality (Advanced) (Level 5) with strands in Accommodation, Food and Beverage
Service, Catering Services and Quick Service Restaurants Services [Ref: 2109]. People
currently working towards this replaced qualification may either complete the requirements
by 31 December 2017 or transfer their results to the replacement qualification.
After 31 December 2015 all new trainees will be enrolled in programmes leading to the
replacement qualification.
For detailed information see Review Summaries on the NZQA website.
NZQF National Qualification Registration Information
Process
Registration
Review
Revision
Revision
Republished
Review
Version
1
2
3
4
4
5
Date
July 2001
September 2006
December 2007
July 2010
June 2013
January 2015
Last Date for Assessment
December 2010
December 2010
December 2012
December 2017
December 2017
December 2017
Standard Setting Body
ServiceIQ
PO Box 25522
Wellington 6146
Telephone
Email
ServiceIQ
SSB Code 9068
MoE Code 7176
0800 868 636
qualifications@serviceiq.org.nz
© New Zealand Qualifications Authority 2015
NZQF NQ Ref
0882
Version
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National Certificate in Hospitality (Operations Supervision) (Level 4)
with strands in Food and Beverage Service, Gaming, Accommodation,
and Front Office
Level
4
Credits
76-115
Purpose
This qualification recognises the skills and knowledge required by supervisors in a junior or
departmental manager’s role in a commercial hospitality environment.
The compulsory section of the qualification covers the knowledge and skills related to
planning others performance, applying time management, application of employment law,
on-job training, assessment, contributing within a team, managing interpersonal conflict,
giving feedback, communicating in a culturally diverse workplace, maintaining personal
presentation, handling payment transactions, dealing with complaints, and providing sales
and service opportunities.
The strands in food and beverage service, gaming, accommodation and front office,
enable candidates to select standards that fit their specific job roles.
This certificate can lead on from the National Certificate in Hospitality (Front Office)
(Level 3) with an optional strand in Hotel Systems [Ref: 0557], the National Certificate in
Hospitality (Bars and Clubs) (Level 3) [Ref: 1555], the National Certificate in Hospitality
(Cafes) (Level 3) [Ref: 1554], and the National Certificate in Hospitality (Level 3) with
strands in Restaurant Service, and Functions Service [Ref: 1556], and can be a pathway
to the National Diploma in Hospitality (Operational Management) (Level 5) with strands in
Kitchen Management, Food and Beverage Management, Rooms Division Management,
and Functions Management [Ref: 1245].
Credit Range
Core
Compulsory
Level 2 credits
Level 3 credits
Level 4 credits
Level 5 credits
Minimum totals
Minimum total with Strand
ServiceIQ
SSB Code 9068
MoE Code 7176
5
24
27
6
62
Food and Beverage Service
Strand
Compulsory
Elective
4
7
3-5
11
3
76
© New Zealand Qualifications Authority 2015
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Level 2 credits
Level 3 credits
Level 4 credits
Minimum totals
Minimum total with Strand
Gaming Strand
Compulsory
Elective
0-3
2
0-4
11
0-8
13
2
77
Level 2 credits
Level 3 credits
Level 4 credits
Minimum totals
Minimum total with Strand
Accommodation Strand
4
19
23
85
Front Office Strand
20
33
53
115
Award of NQF Qualifications
Credit gained for a standard may be used only once to meet the requirements of this qualification.
Unit standards and achievement standards that are equivalent in outcome are mutually exclusive for the
purpose of award. The table of mutually exclusive standards is provided in section 7 of the New Zealand
Qualifications Authority (NZQA) Rules and Procedures publications available at
http://www.nzqa.govt.nz/ncea/acrp/index.html.
Reviewed standards that continue to recognise the same overall outcome are registered as new versions
and retain their identification number (ID). Any version of a standard with the same Id may be used to meet
qualification requirements that list the ID and/or that specify the past or current classification of the standard.
Summary of Requirements
• Core Compulsory standards
One of the following strands is required
• Food and Beverage Service Strand
• Gaming Strand
• Accommodation Strand
• Front Office Strand
Detailed Requirements
Core Compulsory
The following standards are required
Business > Business Operations and Development > People Development and
Coordination
ID
Title
Level
Credit
23397
Plan and monitor performance of others
5
6
Business > Business Operations and Development > Systems and Resources
ServiceIQ
SSB Code 9068
MoE Code 7176
© New Zealand Qualifications Authority 2015
NZQF NQ Ref
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Management
ID
Title
16614
Apply time management concepts and methods in
business situations
Core Generic > Core Generic > Work and Study Skills
ID
Title
1979
Describe an employment relationship, and the
application of employment law to that relationship
Level
Credit
4
3
Level
Credit
2
3
Education > Adult Education and Training > Delivery of Adult Education and Training
ID
Title
Level
Credit
7108
Deliver on-job training for adult trainees
4
Education > Generic Education and Training > Assessment of Learning
ID
Title
Level
4098
Use standards to assess candidate performance
4
Humanities > Communication Skills > Interpersonal Communications
ID
Title
Level
9681
8
Credit
6
Credit
3
3
9704
Contribute within a group/team which has an
objective(s)
Manage interpersonal conflict
4
6
9705
Give and respond to feedback on performance
3
3
11099
Develop strategies for communicating in a culturally
diverse workplace
4
4
Level
Credit
2
2
3
4
3
4
3
6
3
4
Service Sector > Hospitality > Hospitality - Generic
ID
Title
14462
14463
14464
21853
21854
Maintain personal presentation and greet customers in
the hospitality industry
Prepare for and handle payment transactions in the
hospitality industry
Deal with customer complaints in the hospitality
industry
Provide hospitality sales and service opportunities to
customers
Demonstrate knowledge of maximising hospitality sales
and service opportunities to customers
ServiceIQ
SSB Code 9068
MoE Code 7176
© New Zealand Qualifications Authority 2015
NZQF NQ Ref
0882
Version
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Food and Beverage Service Strand
Meet the requirements of all of the following sets
• Food and Beverage Service Strand Compulsory
• Food and Beverage Service Strand Elective
Food and Beverage Service Strand Compulsory
The following standards are required
Service Sector > Hospitality > Food and Beverage Service
ID
Title
17548
Demonstrate knowledge of food and beverage stock
control in a commercial hospitality environment
Service Sector > Hospitality > Food Safety
ID
Title
15274
Work in a food business under a food safety
programme
Service Sector > Hospitality > Hospitality - Generic
ID
Title
17553
Plan and implement hospitality staff rosters
Level
Credit
4
3
Level
Credit
3
4
Level
Credit
4
4
Level
Credit
4
5
4
3
4
5
Food and Beverage Service Strand Elective
A minimum of 1 standard
Service Sector > Hospitality > Food and Beverage Service
ID
Title
17550
17551
17552
Set up and supervise service at food and beverage
functions
Prepare and supervise daily beverage service
operations
Plan and supervise daily food service operations
Gaming Strand
Meet the requirements of all of the following sets
• Gaming Strand Compulsory
• Gaming Strand Elective
Gaming Strand Compulsory
The following standards are required
ServiceIQ
SSB Code 9068
MoE Code 7176
© New Zealand Qualifications Authority 2015
NZQF NQ Ref
0882
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Service Sector > Hospitality > Hospitality - Gambling
ID
Title
18175
18177
21499
Produce a Gaming Machine Analysis for gaming
machines in a Class 4 gambling environment
Deal with customer disputes in gaming machine areas
of a Class 4 gambling environment
Demonstrate knowledge of problem gambling in a
Class 4 and Racing Act gambling establishment
Level
Credit
4
8
4
3
3
2
Level
Credit
3
4
3
4
2
3
2
2
4
8
3
3
Gaming Strand Elective
A minimum of 1 standard
Service Sector > Hospitality > Hospitality - Gambling
ID
Title
18172
18173
18174
18176
18178
18179
Maintain gaming machine hardware and security in a
Class 4 gambling environment
Control money and handle cash in a Class 4 gambling
environment
Produce Weekly and Unpaid Prize Reports, and
process banking in a Class 4 gambling environment
Provide gaming machine information to customers in a
Class 4 gambling environment
Demonstrate knowledge of legislation, licence
conditions, and taxation related to a Class 4 gambling
environment
Supervise jackpot systems for gaming machines in a
Class 4 gambling environment
Accommodation Strand
Meet the requirements of the following set
• Accommodation Compulsory
Accommodation Compulsory
The following standards are required
Humanities > Communication Skills > Interpersonal Communications
ID
Title
Level
21335
Lead a group/team to achieve an objective(s)
Service Sector > Hospitality > Accommodation Services
ID
Title
14459
22336
Maintain service supplies in a commercial hospitality
establishment
Plan and supervise daily housekeeping operations in a
commercial hospitality environment
ServiceIQ
SSB Code 9068
MoE Code 7176
Credit
4
5
Level
Credit
3
4
4
10
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NZQF NQ Ref
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Version
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Service Sector > Hospitality > Hospitality - Generic
ID
Title
17553
Plan and implement hospitality staff rosters
Level
Credit
4
4
Front Office Strand
Meet the requirements of the following set
• Front Office Strand Compulsory
Front Office Strand Compulsory
The following standards are required
Community and Social Services > Community and Workplace Fire and Emergency
Management > Workplace Fire and Emergency Response
ID
Title
Level
Credit
16799
Carry out the duties of a workplace emergency warden
Service Sector > Hospitality > Guest Services
ID
Title
14411
14413
14414
14416
14417
22338
Provide arrival and departure services at reception in a
commercial hospitality environment
Provide a reservation service using a property
management system in a commercial hospitality
environment
Exchange foreign cash and travellers cheques for
guests in a commercial hospitality environment
Perform debtor control functions and reconcile balances
in a commercial hospitality environment
Perform the night audit function in a commercial
hospitality environment
Plan and supervise daily front office operations in a
commercial hospitality environment
Service Sector > Hospitality > Hospitality - Specific Skills
ID
Title
4646
16705
Demonstrate knowledge of the Sale of Liquor Act 1989
and its implications for licensed premises
Demonstrate knowledge of host responsibility
requirements as a duty manager of licensed premises
ServiceIQ
SSB Code 9068
MoE Code 7176
3
4
Level
Credit
3
8
4
10
3
2
3
6
4
8
4
10
Level
Credit
4
2
4
3
© New Zealand Qualifications Authority 2015
NZQF NQ Ref
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Version
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Transition Arrangements
Version 4
Version 4 was issued following revision.
Changes to structure and content
• Credit range total has increased from 73-107 to 76-115.
• Changes to the titles, levels and credits of the standards in the qualification.
• Standard 14453 has been removed from the Accommodation strand.
• Standards 14433 and 14467 have been removed from the Front Office strand.
For detailed information see Review Summaries on the NZQA website.
This qualification contains standards that replace earlier standards. For the purposes of
this qualification, people who have gained credit for the expiring standards are exempt
from the requirement to gain credit for the replacement standards – see table below.
Credit for
Exempt from
16616
23397
17497
21335
People currently working towards versions 1 or 2 of this qualification may complete the
requirements of those versions by December 2010 or transfer their results to this version
of the qualification. People currently working towards version 3 of this qualification may
either complete the requirements of that version by December 2012 or transfer their
results to this version of the qualification.
Any candidate who feels that they have been disadvantaged by these transition
arrangements should contact the Service Skills Institute (ServiceIQ) at the address given
below.
Previous versions of the qualification
Version 3 was issued following revision. Credit total was decreased from 76-110 to 73107; standard 19521 was removed from the Core Compulsory section; standard 16616
was replaced by standard 22397 in the Core Compulsory section; Gaming strand was split
into compulsory and elective sections and standard 21500 was removed; standard 17497
was replaced by standard 21335 in the Accommodation strand; and details of reviewed
standards were updated.
ServiceIQ
SSB Code 9068
MoE Code 7176
© New Zealand Qualifications Authority 2015
NZQF NQ Ref
0882
Version
5
Page 9 of 10
Version 2 was issued following review. Changes to structure and content included: title
was changed to include the new strands; credit total was changed from 87 to 76-110,
depending on the strand; purpose statement was amended to reflect changes in the
structure; Gaming Strand was added to the qualification, which was previously in the
National Certificate in Hospitality (Advanced Food and Beverage Service) (Level 4)
[Ref: 0915]; Function Supervision Strand was renamed Food and Beverage Service strand
and added to the qualification; Function Supervision Strand was previously in the National
Certificate in Hospitality (Advanced Food and Beverage Service) (Level 4) [Ref: 0915];
new strands in Accommodation and Front Office were added to offer a supervisory
pathway for holders of level 2 and 3 qualifications in Accommodation Services and Porter
Services; Core elective sections were deleted; standards 167, 168, 377, 3491, 7114, 9679,
9706, 12349, 14465, 14466, 14469, 15274, 17548 were removed and standards 7108,
11099, 16614, 16616, 19521, 21853, 21854 were added to the core compulsory section;
standard 15274 was moved from core compulsory to the Food and Beverage Service
Strand; and details of reviewed standards were updated.
Other standard setting bodies whose standards are included in the
qualification
Fire and Rescue Services Industry Training Organisation
NZQA
Certification
The certificate will display the logos of NZQA, the Service Skills Institute (ServiceIQ) and
the accredited organisation.
Classification
This qualification is classified according to the NQF classification system and the
New Zealand Standard Classification of Education (NZSCED) system as specified below.
DAS Classification
NZSCED
Code
Description
Code
Description
310
Service Sector > Hospitality
110101
Food, Hospitality and Personal
Services > Food and Hospitality
> Hospitality
Quality Management Systems
Providers and Industry Training Organisations must be accredited by a recognised Quality Assurance Body
before they can register credits from assessment against standards. Accredited providers and Industry
Training Organisations assessing against standards must engage with the moderation system that applies to
those standards. Accreditation requirements and the moderation system are outlined in the associated
Accreditation and Moderation Action Plan (AMAP) for each standard.
ServiceIQ
SSB Code 9068
MoE Code 7176
© New Zealand Qualifications Authority 2015
NZQF NQ Ref
0882
Version
5
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Recommended Diagram
ServiceIQ
SSB Code 9068
MoE Code 7176
© New Zealand Qualifications Authority 2015