FIELD SERVICE SECTOR
Review of Hospitality unit standards
|
Subfield |
Domain |
Id |
|
Hospitality |
Accommodation Services |
14453-14461 |
|
|
Food and Beverage Service |
14420-14432, 14434-14452, 17548-17553 |
|
|
Guest Services |
14402-14416, 14418 |
|
|
Hospitality Operations |
14433, 14462-14469 |
The Hospitality Standards Institute has completed the review of the unit standards listed above that were registered in December 1997, March 1998, September 1998, February 2000 and June 2000.
Date new versions published October 2004
New comments by date December 2008
Expiry date of new versions of the unit standards December 2009
Summary of review and consultation process
The Hospitality Standards Institute has recently completed a review of the level 2, 3 and 4 unit standards in the domains of Accommodation Services, Food and Beverage Service, Hospitality Operations and Guest Services, because they had passed or were about to reach their anticipated expiry date.
Stage one
Initially, the HSI advertised to stakeholders their intention to conduct a review.
Stage two
The HSI sent out feedback forms to stakeholders, and also published information as to where they might obtain a form in order to give written feedback in the unit standards under review. This feedback was collated into a summary document.
Stage three
The HSI held regional forums around the country and invited industry leaders to attend. Each unit standard was looked at individually, and changes, comments and feedback were recorded, under the guidance of facilitator, Adam Cunningham.
Stage four
The unit standards were rewritten to reflect the comments that were agreed to at the specific forums. The rewritten unit standards were sent back to the attendees to make sure they were a true reflection of the feedback given. Unit standards that were not reviewed at the forums, due to time constraints, were also sent out, requesting comments to be made. Feedback was once again collated and the unit standards were rewritten reflecting the comments made by the majority.
Stage five
Further changes to the unit standards were made to meet requirements for registration.
The review report was written and sent with the unit standards to NZQA for evaluation.
Unit standards 4645, 4646, 16705 and 16645 were not reviewed. The HSI was waiting on an outcome on the future of the Licence Controller Qualification (LCQ). As the unit standards reflected extensive knowledge of the Sale of Liquor Act 1989 and Host Responsibility, the HSI considered that the unit standards needed to be reviewed alongside the review of the LCQ, which would take place at a later stage.
Main changes resulting from the review
· Changes made to some titles to ensure they accurately reflected the outcomes required of each unit standard.
· Special notes added to the practical unit standards because some requirements were repeated in each element when they needed to be considered at all times during assessment. For example, special notes now included the greeting of customers in a polite and friendly manner at all times. The repeated performance criteria were removed.
· Performance criteria in some unit standards changed to reflect current practice in the hospitality industry.
· Changes made to range statements, reducing them, or clarifying requirements.
· Some of the unit standards that were posted for review did not receive any feedback from stakeholders. Therefore, HSI did not make any changes to the performance criteria, other than put repetitive performance criteria into the special notes. These unit standards were categorised as category B.
Unit standards categorised as category C expire at the end of December 2006.
Impact on existing provider accreditations
|
Current Accreditation for |
Accreditation extended to |
||||
|
Nature of accreditation |
Classification or Id |
Level |
Nature of accreditation |
Classification or Id |
Level |
|
Subfield |
Hospitality |
3 |
Standard |
14403 |
4 |
|
Domain |
Guest Services |
3 |
Standard |
14403 |
4 |
|
Standard |
14415 or 14418 |
2 |
Standard |
20665 |
2 |
Impact on existing qualifications
Qualifications that contain the reviewed standards or classifications are tabled below.
Affected |
The qualification lists a reviewed classification (domain or subfield) in an elective set The qualification lists a standard that has changes to level or credits The qualification lists a C or D category standard |
Not materially affected |
The qualification lists a standard that has a new title The qualification lists a standard that has a new classification |
The following Hospitality Standards Institute qualifications are affected by the outcome of the review of the standards listed in bold below, and will be reviewed/revised in 2005/2006.
|
Qualification title |
Classification or standard in the qualification |
|
National Certificate in Hospitality (Advanced Food and Beverage Service) (Level 4) [Ref: 0915] |
17549, 17553 |
|
National Diploma in Hospitality (Business Management) (Level 5) [Ref: 0883] |
17553 |
|
National Certificate in Hospitality (Food and Beverage Service) (Level 3) [Ref: 0556] |
14422, 14425, 14431, 14432, 14433, 14435, 14437, 14440, 14441, 14462, 14465, 14469 |
|
National Certificate in Hospitality (Front Office) (Level 3) [Ref: 0557] |
14418 |
|
National Certificate in Hospitality (Operations Supervision) (Level 4) [Ref: 0882] |
17548, 17553 |
NOTE: Standards not shown in bold above do not materially affect the qualifications, as the changes made to these standards are to their titles.
The following Hospitality Standards Institute qualifications are not materially affected by the changes. They will be updated when they are next reviewed.
|
Qualification title |
Standard in the qualification |
|
National Certificate in Hospitality (Accommodation Services) (Level 2) [Ref: 0551] |
14448, 14453-14462, 14465, 14469 |
|
National Certificate in Hospitality (Advanced Food and Beverage Service) (Level 4) [Ref: 0915] |
14424, 14427, 14435, 14437, 14438, 14445, 14446, 14449-14451, 14462, 14465, 14469, 17548, 17550, 17551 |
|
National Certificate in Hospitality (Cookery) (Level 2) [Ref: 0552] |
14462, 14465, 14469 |
|
National Certificate in Hospitality (Cookery) (Level 3) [Ref: 0553] |
14462, 14465, 14469 |
|
National Certificate in Hospitality (Cookery) (Level 4)[Ref: 0554] |
14462, 14465, 14469 |
|
National Certificate in Hospitality (Food and Beverage Service) (Level 2)[Ref: 0555] |
14425, 14434, 14436, 14439, 14440-14443, 14462, 14465, 14469 |
|
National Certificate in Hospitality (Front Office) (Level 3) [Ref: 0557] |
14411, 14412, 14414, 14433, 14462, 14465, 14467, 14469 |
|
National Certificate in Hospitality (Guest Services) (Level 2) [Ref: 0558] |
14445, 14446, 14462, 14465, 14469 |
|
National Certificate in Hospitality (Kitchen Assistant) (Level 2) [Ref: 0559] |
14462, 14465, 14469 |
|
National Certificate in Hospitality (Operations Supervision) (Level 4) [Ref: 0882] |
14462, 14463, 14465, 14469, 17548, 17551, 17553 |
|
National Diploma in Hospitality Management (Level 5) [Ref: 0769] |
14436, 14453, 14462, 14465, 14467 |
The following qualifications are not materially affected by the changes. They will be updated when they are next reviewed.
|
Qualification title |
Standard in the qualification |
SSB Name |
|
National Certificate in Maritime (Commercial In-shore Passenger Vessel Hospitality Crew Member) [Ref: 0524] |
14441 |
Competenz |
|
National Certificate in Snowsport (Food and Beverage Hospitality) (Level 2) [Ref: 0849] |
14421, 14434, 14440-14443, 14462, 14465 |
Sport Fitness and Recreation Industry Training Organisation |
Summary of main changes to standards" Ids, classification, titles, levels, and credits
The following summary shows the changes made to the standards as a result of the review. All changes are in bold.
Key to review category |
|
|
A |
Dates changed, but no other changes are made - the replacement standard carries the same Id and a new version number |
|
|
B |
Changes made, but the overall outcome remains the same - the replacement standard carries the same Id and a new version number |
|
|
C |
Major changes that necessitate the registration of a replacement standard with a new Id |
|
|
D |
Standard will expire and not be replaced |
|
Subfield Hospitality
Domain Accommodation Services
|
Id |
Title |
Level |
Credit |
Review Category |
|
14453 |
Demonstrate knowledge of commercial accommodation services and environments Demonstrate knowledge of housekeeping services in a commercial hospitality establishment |
3 |
3 |
B |
|
14454 |
Service furnished areas in a commercial accommodation environment Service guest rooms in a commercial hospitality establishment |
2 |
2 |
B |
|
14455 |
Service customer toilet and bathroom areas in a commercial accommodation environment Service guest room toilet and bathroom areas in a commercial hospitality establishment |
2 |
3 |
B |
|
14456 |
Service customer kitchen areas in a commercial accommodation environment Service customer kitchen areas in a commercial hospitality establishment |
2 |
3 |
B |
|
14457 |
Strip and make beds in a commercial accommodation environment Strip beds and make beds in a commercial hospitality establishment |
2 |
2 |
B |
|
14458 |
Sort, launder and finish laundry using on-premise laundry equipment in the hospitality industry Sort, launder, and finish laundry in a commercial hospitality establishment |
3 |
8 |
B |
|
14459 |
Maintain service supplies in a commercial accommodation environment Maintain service supplies in a commercial hospitality establishment |
3 |
2 |
B |
|
14460 |
Maintain an off-premise service for laundry in a commercial accommodation environment Maintain an off-premise service for laundry in a commercial hospitality establishment |
3 |
2 |
B |
|
14461 |
Service customer laundry areas in a commercial accommodation environment Service customer laundry areas in a commercial hospitality establishment |
2 |
2 |
B |
Domain Food and Beverage Service
|
Id |
Title |
Level |
Credit |
Review Category |
|
14420 |
Demonstrate knowledge of alcoholic and non-alcoholic beverages and beverage service equipment |
3 |
4 |
B |
|
14421 |
Prepare and serve alcoholic beverages in a licenced commercial environment |
3 |
4 |
B |
|
14422 |
Prepare and serve alcoholic beverages in a licenced commercial environment Provide a beverage service to tables in a licenced commercial environment |
3 |
2 |
B |
|
14423 |
Prepare and serve liqueurs and hot alcoholic beverages in a licenced commercial environment |
3 |
3 |
B |
|
14424 |
Prepare and serve cocktails in a licenced commercial environment Prepare and serve alcoholic cocktails in a licenced commercial environment |
3 |
8 |
B |
|
14425 |
Prepare and serve hot and cold non-alcoholic drinks in a commercial environment Prepare and service hot and cold non-alcoholic drinks in a commercial hospitality environment |
2 |
2 |
B |
|
14426 |
Prepare, take orders, and serve bottled wines in a licenced commercial environment |
3 |
4 |
B |
|
14427 |
Determine customer needs and serve wine in a licenced commercial environment Advise and assist customers with wine and serve wine in a licenced commercial environment |
4 |
6 |
B |
|
14428 |
Maintain bulk beer storage facilities and kegs in a licenced commercial environment |
3 |
2 |
B |
|
14429 |
Maintain beer tank rooms in a licenced commercial environment |
3 |
4 |
B |
|
14430 |
Provide bottle store service for beverages in a licenced commercial environment |
2 |
3 |
B |
|
14431 |
Demonstrate knowledge of food service styles and menu types in a commercial environment Demonstrate knowledge of food service styles and menu types in the hospitality industry |
2 |
2
3 |
B |
|
14432 |
Take, amend, and cancel reservations for food and beverage service in a commercial environment Take, amend, and cancel reservations for food and beverage service in a commercial hospitality environment |
3 |
4
3 |
B |
|
14434 |
Prepare and clear areas for table food service in a commercial environment Prepare and clear areas for table service in a commercial hospitality environment |
2 |
3 |
B |
|
14435 |
Greet and seat customers, and take initial orders in a commercial environment Seat customers, and take initial orders in a commercial hospitality environment |
3 |
3 |
B |
|
14436 |
Provide basic table food service in a commercial environment Provide basic table service in a commercial hospitality environment |
2 |
4 |
B |
|
14437 |
Provide advanced restaurant food service in a commercial environment Provide advanced restaurant food service in a commercial hospitality environment |
3 |
12 |
B |
|
14438 |
Provide restaurant silver service to customers in a commercial environment Provide restaurant silver service to customers in a commercial hospitality environment |
4 |
10 |
B |
|
14439 |
Provide buffet food service in a commercial environment Provide buffet service in a commercial hospitality environment |
2 |
3 |
B |
|
14440 |
Prepare and clear areas for counter food service in a commercial environment Prepare and clear areas for counter food service in a commercial hospitality environment |
2 |
2 |
B |
|
14441 |
Provide counter food service in a commercial environment Provide counter food and beverage service in a commercial hospitality environment |
3 |
3 |
B |
|
14442 |
Prepare and clear service areas and serve takeaway food in a commercial environment Provide takeaway food service in a commercial hospitality environment |
3 |
4 |
B |
|
14443 |
Prepare food orders for takeaway in a commercial environment Pack food and beverage orders for takeaway in a commercial hospitality environment |
2 |
2 |
B |
|
14444 |
Provide a trolley food service in a commercial environment Provide a trolley food and beverage service in a commercial hospitality environment |
3 |
3 |
B |
|
14445 |
Maintain rooms for functions in a commercial environment Maintain rooms for functions in a commercial hospitality environment |
3 |
3 |
B |
|
14446 |
Provide food and beverage service for functions in a commercial environment Provide food and beverage service for functions in a commercial hospitality environment |
3 |
5 |
B |
|
14447 |
Provide a room food and beverage service in a commercial accommodation environment Provide room service in a commercial hospitality environment |
3 |
8 |
B |
|
14448 |
Service customer mini-bars in a commercial accommodation environment Service customer mini-bars in a commercial hospitality environment |
2 |
2 |
B |
|
14449 |
Prepare and carve meat and poultry for customers in a commercial environment Provide a carvery service in a commercial hospitality environment |
3 |
2 |
B |
|
14450 |
Prepare and serve food using a guéridon in a commercial environment Provide guéridon service in a commercial hospitality environment |
3 |
10 |
B |
|
14451 |
Provide specialist guéridon food service to customers in a commercial environment Provide specialist guéridon food service to customers in a commercial hospitality environment |
4 |
12 |
B |
|
14452 |
Provide trayline food services in a commercial environment Provide trayline food services in a commercial hospitality environment |
2 |
2 |
B |
|
17548 |
Demonstrate knowledge of food and beverage stock control Demonstrate knowledge of food and beverage stock control in a commercial hospitality environment |
4 |
3 |
B |
|
17549 |
Demonstrate knowledge of beverage products |
4 |
6 8 |
B |
|
17550 |
Plan and supervise food and beverage functions Plan for and supervise service of food and beverage functions |
4 |
5 |
B |
|
17551 |
Plan and supervise daily beverage service Plan and supervise daily beverage service operations |
4 |
3 |
B |
|
17552 |
Plan and supervise daily food service operations |
4 |
5 |
B |
|
17553 |
Plan and implement hospitality staff rosters |
4 |
2 4 |
B |
Domain Guest Services
|
Id |
Title |
Level |
Credit |
Review Category |
|
14402 |
Provide a porter service in a commercial accommodation environment Provide a porter service in a commercial hospitality environment |
2 |
4 |
B |
|
14403 |
Provide a concierge service in a commercial accommodation environment Manage a concierge service in a commercial hospitality environment |
3
4 |
6 |
B |
|
14404 |
Store and handle customer and establishment property in a commercial accommodation environment Handle and store customer and establishment property in a commercial hospitality environment |
2 |
2 |
B |
|
14405 |
Provide an information and booking service for customers in a commercial accommodation environment Provide an information and booking service for customers in a commercial hospitality environment |
3 |
4 |
B |
|
14406 |
Welcome, assist, and farewell customers at a commercial hospitality establishment entrance Provide a commissionaire service in a commercial hospitality environment |
2 |
2 |
B |
|
14407 |
Provide a collection and delivery service in a commercial accommodation environment Provide a property collection and delivery service in a commercial hospitality environment |
2 |
2 |
B |
|
14408 |
Provide a vehicle valet parking service in the hospitality industry Provide a vehicle valet parking service in a commercial hospitality environment |
2 |
3 |
B |
|
14409 |
Provide courtesy transport for customers in a commercial accommodation environment Provide courtesy transport for customers in a commercial hospitality environment |
2 |
2 |
B |
|
14410 |
Loan establishment equipment to customers in a commercial accommodation environment Provide establishment equipment to customers in a commercial hospitality environment |
2 |
2 |
B |
|
14411 |
Provide reception services in a commercial accommodation establishment Provide reception services in a commercial hospitality environment |
3 |
4 |
B |
|
14412 |
Book accommodation for customers in a commercial accommodation environment Book accommodation for customers in a commercial hospitality environment |
2 |
3 |
B |
|
14413 |
Reserve accommodation for customers in a commercial accommodation environment Provide a reservation service using an electronic system in a commercial hospitality environment |
3 |
10 |
B |
|
14414 |
Exchange foreign cash and travellers cheques for customers in a commercial accommodation environment Exchange foreign cash and travellers cheques for customers in a commercial hospitality environment |
3 |
2 |
B |
|
14415
14418
20665 |
Handle mail, messages, and written communications in a commercial accommodation environment Provide a mail and communications service for customers in the hospitality industry Provide a mail and communications service for customers in a commercial hospitality environment |
2
2
2 |
2
2
3 |
C
C
NEW |
|
14416 |
Perform debtor control functions and reconcile balances in a commercial accommodation environment Perform debtor control functions and reconcile shift balances in a commercial hospitality environment |
3 |
6 |
|
Domain Hospitality Operations
|
Id |
Title |
Level |
Credit |
Review Category |
|
14433 |
Receive and action payments in a commercial hospitality environment Receive and action payments in the hospitality industry |
3 |
2 |
B |
|
14462 |
Provide customer care in the hospitality industry Prepare for and provide customer care in the hospitality industry |
2 |
2 |
B |
|
14463 |
Prepare cash floats and handle cash in the hospitality industry Check, position, handle cash floats and transactions in the hospitality industry |
2 |
2 |
B |
|
14464 |
Deal with customer complaints in the hospitality industry |
3 |
2 |
B |
|
14465 |
Maintain a safe and secure environment for customers in the hospitality industry Maintain a safe and secure environment for people in the hospitality industry |
3 |
2 |
B |
|
14466 |
Demonstrate knowledge of procedures to protect people and property in the hospitality industry |
2 |
3 |
B |
|
14467 |
Use telephone systems in a commercial hospitality environment Use telephone systems in the hospitality industry |
3 |
2 |
B |
|
14468 |
Demonstrate knowledge of the hospitality industry |
3 |
6 |
B |
|
14469 |
Provide information about an establishment in the hospitality industry Provide customers with information about an establishment in the hospitality industry |
2 |
2 |
B |