Reception Programme

This programme aims to upskill employees who are currently employed in a reception and cash handling role. The learner will:

• The learner will be able to co-ordinate and assist guests on arrival and on departure by checking the number of arrivals and departures for the day, allocation of duties to other departments and assisting with additional services if required
• The learner must ensure that staff are accurate, can identify suspected fraud situations and process cash transactions in a way that maximises the professional image of the organisation.
• The learner will be able to conduct an audit of financial procedures or night audit and understand the impact auditing has on the business.

Learning Outcomes:

At the end of this skills programme and the completion of a portfolio of evidence, the learner will be able to:

• Explain why the arrival of guests is such an important part of the guest’s stay and the importance of being well prepared.
• Explain and offer additional guest services and give assistance in accordance with company procedures. (Range of additional services: valet / car wash, chauffeur)
• Explain the procedures for handling customers suspected of fraud.
• State the company procedures for credit card use and credit limits.
• Describe steps that can be taken to prevent fraud.
• Identify and investigate promptly any cash system irregularities and discrepancies and explain the importance of doing this.
• Deal effectively with problems in the system and explain the importance of reporting problems outside own scope of responsibility.
• Explain the reason for securing a payment point from unauthorised access, and the impact on the organisation of not doing this. Describe types of unauthorised/invalid payments and
• Deal with customers promptly and explain the importance of prompt service
• Suggest possible improvements to the auditing procedure.

Minimum Entry Requirement:

• Grade 10

Recognition:

• Capital Hotel School awards a Certificate of Attendance for completion of the following unit standards.
• This programme can be taken in conjunction with an accredited skills programme in order to receive an accredited CATHSSETA certificate.