Ga – Rankuwa Hotel School
Skills Programme
Name of the programme: Hospitality Reception (Front Office))
Duration: 4 weeks
Notional learning hours: 160
Admission requirements
Prospective students should: at least have grade 10 OR
Have a three year extensive experience in the industry
Aim of the programme
The aim of the programme is to enable the students with the theoretical and yet practical in depth skills in the front office services int the
hospitality industry. It is suitable for receptionists who provide front office services in the hospitality industry. The table below shows outcomes
to be achieved, which units standards the programme is aligned and the methods of assessment to be used.
Outcomes
 Explain the importance of being
knowledgeable about different cultures,
awareness of verbal and non verbal
communication
 Describe the steps to resolve or prevent
Unit Standard
Display cultural awareness in dealing with
customers & colleagues
Assessment Method
Questioning
Written Test, Simulations
(Practicals), Observation,
Assignment
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misunderstandings with clients
Describe various formats of written
communication in terms of purpose and
the use of correct format
Explain the importance of proper
communication
Describe how to communicate with
customers who speak foreign languages
Describe potential barriers to effective
communication
Describe various ways of communication
and why they are appropriate
Explain the importance of constantly
improving service standards
Describe the ways tourism contribute to
the economy of the country
Describe ways in which national heritage
attracts tourism
Describe how poor service affects, the
business and the industry
Describe the industries that provide
services to hospitality and how they do
this
Prepare written communications
Communicate verbally
Describe the sectors of the hospitality, travel and
tourism industries
Questioning
Written Test, Simulations
(Practicals), Observation,
Assignment
Questioning
Written Test, Simulations
(Practicals), Observation,
Assignment
Questioning
Written Test, Simulations
(Practicals), Observation,
Assignment
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Describe legislative procedures to
maintain a secure working environment
Explain how to maintain a high level of
security and all procedures to deal with
violent situations
Maintain a secure working environment
Questioning
Written Test, Simulations
(Practicals), Observation,
Assignment
Describe legislative procedures to
maintain a safe working environment
Stress the importance of maintain a safe
working environment
Describe safety procedures to avoid
accidents and evacuation procedures
Describe the legislative and company
procedures for dress codes and personal
hygiene
Stress the importance of maintaining a
professional appearance
Explain the procedure when one is sick
Maintain a safe working environment
Questioning
Written Test, Simulations
(Practicals), Observation,
Assignment
Maintain personal health, hygiene and a
professional appearance
Questioning
Written Test, Simulations
(Practicals), Observation,
Assignment
Be able to deal with clients in a polite
manner
Be able to provide information that is
disclosable, accurate and concise
Be able to write and convey messages in
Make Telephone calls
Questions, written tests,
simulations (practicals),
observations, Assignments
a clear
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Be able to maintain reservations and
booking procedures
Be able to identify
organizational/departmental data
Be able to calculate data and make it
available to the appropriate people at an
appropriate time
Be able to produce reports that are
relevant, accurate and make it available
within required time scale
Maintain front office service
Questions, written tests,
simulations (practicals),
observations, Assignments