Associated assessment criteria for fundamental learning:
1.
Show a clear understanding of complex issues under discussion in one-on-one or group situations.
Manage discussions and/or conflicts sensitively.
Identify and challenge the underlying assumptions, points of view and subtexts in spoken texts when appropriate, and clarify understanding or sustain interaction.
Analyse and adjust one’s responses to spoken texts in relation to audience, purpose and context accordingly.
Identify characteristics of a speaker’s style, tone and mannerisms that attract or alienate an audience with reference to the particular effect of each feature in creating audience response.
Describe, explain and judge the impact of spoken discourse.
2.
Adopt reading strategies appropriate to the purpose.
Draw conclusions from a synthesis of information from texts and make generalizations of patterns and trends about purpose and audience.
Understand surface and embedded meanings in the text and present a viewpoint.
Identify and explain the effect of an author’s values and views on selected texts in terms of the impact on meaning and target audience.
Cite evidence from texts in defence of a position.
Explore the effects of content, language and style on readers’ responses in specific texts.
Identify and explain the impact of different writing techniques on reader perspective in terms of the particular effect produced by each.
Analyse the influence of specific language structures and features.
3.
Write imaginative texts that are convincing and appropriate to the topic and purpose.
Write expository texts that are well developed with respect to clearly articulated purposes, using fully developed paragraphs and resulting in a unified text.
Choose the narrative voice appropriate to context, purpose and audience.
Sequence points in an argument logically and deliberately to build up to a convincing conclusion.
Check text for coherence, logical sequence and structure; identify and adjust weaknesses and errors to improve coherence and flow.
Rearrange information in ways that promote interest in, and impact of, the text for a defined target audience.
Check layout, spelling, punctuation and syntax for accuracy and readability.
Check the whole, completed text against the purposes for writing to verify that these purposes have been satisfied.
4.
Identify relevant learning resources.
Utilise and manage learning resources through appropriate selection and cross-referencing of information and acknowledgement of sources.
Formulate learning strategies by selection of specific tried techniques.
Summarise and use information in the learning process.
Synthesise and contextualise answers pertaining to relevant questions.
Read, interpret, analyse and synthesize texts for detail in a given context.
Communicate with others in groups or as individuals.
Organise and use occupational learning materials for optimum learning.
Understand and use layout, presentation and organisational features of learning materials effectively.
Engage with and, if needed, clarify technical language.
Conduct basic research, and analyse and present findings.
Identify and define appropriate topic and scope.
Plan and sequence research steps appropriately.
Apply research techniques.
Categorise, classify and sort information.
Analyse research findings in the appropriate format.
Make conclusions and recommendations.
Lead and participate actively in group learning situations.
Apply responsibilities in the team and group work conventions in learning situations.
Practise conflict management and negotiating techniques.
Work in a team to achieve meaningful products, outcomes and goals.
Describe and discuss features of the occupational environment.
Describe and discuss ways in which these features affect learning processes.
Associated assessment criteria for core learning:
1.
Understand how informal and formal research is used to obtain information on customer needs, expectations etc.
Justify how changes in the external and internal environments are considered in quality service planning.
2.
Describe how customer service standards are monitored in the workplace in accordance with enterprise policies an procedures.
Identify and make adjustments to customer service problems.
3.
Describe the major components of the business plan.
Outline the tike and communication process, in relation to the hotel business plan of rooms division and F&B Mngt.
4.
List key factors affecting forecasting for the department.
Identify and analyze the departments’ previous trading figures.
Conduct a SWOT analysis, market analysis, and determine pricing strategies.
5.
Define the term yield management from an operations perspective.
Identify the need and requirements for the utilisation of yield management within the industry.
Describe the main advantages and disadvantages of using yield management.
Explain the possible legal implications of using yield management practices.
6.
Define a franchise.
Identify two reasons why business operations become franchise operations.
Describe common characteristics of franchise operations.
Describe contemporary issues concerning franchise operations.
7.
Discuss “service” and “product”.
Compare and contrast service to manufacturing, retail and knowledge management.
Discuss a range of hospitality industry examples of service and quality.
8.
Outline the different components of each maker segment.
Discuss the reasons and benefits of knowing the market types and components.
9.
Describe the various methods of setting up meetings.
Explain the advantages and disadvantages of each method.
Discuss the reasons for selecting each setup method.
10.
Describe a range of beverage charging methods.
Explain the advantages and disadvantages of each method.
Discuss the factors that affect beverage consumption.
11.
Discuss the different conference market segments.
Discuss the size of the markets for various market segments.
Analyse international visitor and domestic SA data in meetings and conferences.
Discuss potential market trends based on the data.
Identify and differentiate between association, corporate and other markets.
Explain and discuss the process of selling conference facilities, and how to negotiate for conferences.
12.
Analyse what components require consideration in planning a major event.
13.
Develop strategies for managing physical assets taking into account a number of different issues.
14.
Set up systems to ensure that condition and performance of physical assets is regularly reported and discussed.
Establish systems to identify the timely replacement of physical assets.
Justify why asset decisions are made on safety, operational efficiency and customer service quality.
15.
Accurately prepare work or equipment specifications.
Financing is co-ordinated in consultation with financial management departments or external professional.
Base financial considerations on appropriate financial agreements.
16.
State the safety features incorporated within the electrical systems of a hospitality propriety.
Identify different types of fuel gases used in commercial premises, and safety devised used in fuel gas supply systems.
Explain the various water systems commonly found in international hospitality establishments and explain how the systems link together.
Outline the different room requirements for ventilation or air conditioning and the factors that affect air quality and comfort in a room.
17.
Discuss the reasons for energy management of an establishment in the hospitality industry.
Identify the areas where the concept of energy management can affect decisions related to refurbishment.
Explain the steps in implementing an Energy Management system.
18.
Outline the history of environmental performance of hospitality organisations.
Discuss the business responsibilities related to a specific establishment.
Identify the impact of hotel operations on the environment including ozone depletion; air pollution; waste etc.
Discuss methods which reduce the environmental impact of hospitality practices.
Formulate an environmental management system (EMS).
19.
Develop energy auditing and monitoring techniques.
Investigate cost savings in energy usage through the introduction of new technology and equipment and work practices.
Develop recommendations for considerations regarding introduction of energy saving procedures and equipment.
Identify external specialists services available as consultants for both energy and environmental advice.
20.
Outline the essential relationship between the business plan, the role of the manager and the design of the area.
Analyse the information in the business plan, and how it will affect design of the area.
Identify environmental, physiological, historical and cultural factors, and incorporate these considerations into the design of the area.
21.
Distinguish the relationship between drawing scales and the actual dimensions.
Read an architectural plan and redraw it to a different scale.
Design a functional floor plan considering traffic flow, ergonomics and furniture layout.
22.
Discuss the various elements and properties in the design of a successful theme.
Discuss design principles as they relate to any area of a hospitality premise.
Outline the characteristics of various decorative materials, their suitability for commercial use and impact on the environment.
Describe the decorative and functional aspects of lighting and acoustics.
Apply the following principles to a design brief for an area within a hospitality establishment: colour; line; scale; harmony; pattern ; texture; proportion; focal point and function.
23.
Identify the changing nature of international business operations.
Differentiate between global, multi-national and transnational.
Discuss the relationship between global business strategies and HRM practices.
Identify similarities and differences in HRM within domestic and international environments.
Analyse the HRM implications of globalisation.
24.
Identify and explain the cultural, social, political and economic factors which contribute to the international differences.
Describe inter-country and cross-cultural models of management and the effect on HRM practices.
25.
Describe differences and similarities in recruitment and selection.
Identify modeless of compensation.
Describe the concept of motivation and its application within an inter-courtly and cross-cultural framework.
Explain cross-cultural approaches ot performance management and career development.
Compare and contrast ethics and social responsibility.
26.
Develop a model for cross-cultural training for international managers.
Identify the impact of gender differences in international management.
Describe the effect of takeovers, turnarounds, acquisitions and mergers on HRM practices.
Examine the role of HRM as a competitive advantage.
27.
Prepare a business plan using recognised business planning techniques.
28.
Communicate contents and objectives of the business plan to appropriate personnel.
29.
Review business plan in light of changing circumstances.
Monitor activities using the evaluation methods detailed in the plan.
Promptly implement agreed changes.
30.
Discuss fundamental elements of strategic management.
Analyse the differences between contemporary and classic strategic management approaches.
Explain how strategic management differs from the management of different functions or operations.
Analyse the concept of planning as a strategic tool.
31.
Analyse the need for structure and discuss the different structural aspects within an organisations.
Identify and compare various process variables in hospitality establishments.
32.
Analyse usefulness and limitations of theories and models to describe organisational behaviour; identify an compare various process variables in hospitality establishments.
Discuss the concept of leadership.
Discuss the concept of culture within organisations.
Discuss and define POLC in relation to hospitality establishments.
Identify and Analyse different management philosophies – compare and contrast TQM to other management approaches.
33.
Assess the scope of the financial management requirements.
Identify the need for specialist accounting assistance.
Develop approaches to financial management based overall direction and goals of the enterprise.
Develop financial management systems and procedures in accordance with enterprise needs.
34.
Explain the importance of financial objectives and management control systems.
Develop procedures and systems to meet all statutory requirements and internal control requirements.
Procedures and systems are developed for monitoring income and ensuring payment of accounts.
35.
Maintain original entry systems for accuracy and currency.
Supervise and adjust general ledger in accordance with accepted accounting practices.
Generate reports on current financial position and prepare income and expenditure statements.
Prepare statements of cash flow.
36.
Effectively forecast financial requirements and projections for special projects to include: cashflow implications; availability of short and long term sources of funds; market feasibility; cost benefit analysis; required level of profit from the project etc.
37.
Financial proposals are prepared to include the purpose and amount of finance required; overview of project and objectives; projected financial performance; management experience etc.
38.
Accurate and concise reports are prepared.
39.
Describe the advantages and limitations of Information Systems with the business organisation.
Describe how a decision support system differs from other management sub-systems.
Describe the benefits provided by the use of Expert Systems.
Describe the different application areas that are involved in Office Automation technology.
40.
List and sequence the tasks involved in a project.
Produce PERT and Gantt charts.
Generate lag time between tasks.
Produce a list of resources required to complete the project.
Produce a budget for the project plan.
Generate summary, costing, task, resource and custom reports.
41.
Describe the activities involved in the preliminary investigation and requirements analysis phases of systems development.
Complete a payback analysis using a spreadsheet.
Describe the different approaches to system conversion.
Describe the problems associated with end – user development.
Discuss the major security issues of Management Information Systems.
42.
List the advantages and disadvantages of packaged systems, split requests etc.
Produce a request fir proposal for a small system.
Describe the different methodologies for evaluating vendor bids.
43.
Define statistics and identify and explain the difference between descriptive and inferential statistics.
Analyse the use of descriptive statistics in Hospitality Businesses.
44.
List the measures of central tendency.
Calculate the mean, median, and mode for integer and decimal data tabulated in a variety of way.
Describe the limitations of the measures.
Describe the best types of applications for each measures.
45.
List the measures of dispersion.
Calculate the range, interquartile range and standard deviation using formulae appropriate to the types of data and the form in which it is presented.
Interpret measures of dispersion and describe in written form the relative variability between sets of data.
46.
Recognise and name a normal distribution and describe its features.
Explain the need for multiple samples of populations.
Describe why multiple samples of populations give results which show a normal distribution.
Use the standard deviation from sampling data to make judgements on the reliability of the sampling method used.
Predict the likelihood of obtaining a particular result during sampling.
Constrict a histogram on the variability in a population, and calculate and include the standard deviation of the samples bars on each other.
47.
Describe the difference between univariate and bivariate data.
Describe what an association between data sets means.
Interpret the meaning of the correlation coefficient.
Describe the 3 kinds of association seen in bivariate data.
48.
Plot a scatter diagram of bivariate data.
Calculate the regression equation for a straight line association between data.
Describe why the regression equation provides a more “accurate” value for predicative purposes.
49.
Recognise and name time series data.
Plot time series data.
Give examples of why iti is necessary to find the secular trend in data.
Calculate and plot the line determined by the method of moving averages.
Describe why the method moving averages can not be used for prediction.
Explain how simplification is possible in the regression equation when applied to time series data.
Calculate the rend using the simplified least square regression equation.
Use the equation for predication.
50.
Examine a scenarios and thorough discussion to determine the objectives of the project.
Collect primary data and secondary data for the project.
Understand and determine a population definition.
Describe the scope of the project.
51.
Conduct preliminary research.
Design a research methodology for the research scenario.
Create a survey form to be used in the research process.
52.
Discuss and design suitable data entry techniques.
Appreciate the errors that can occur during the data entry.
53.
Extract totals from raw data.
Use cross correlation.
Transform appropriate data into %’s.
Tabulate and statistically summarise (mean, median and mode).
Graphically summarise the collected data in the most appropriate way using spreadsheet based tools.
54.
Interpret the summarised data in relation to the objectives if the research.
Make conclusions about the findings.
55.
Discuss the economic resources and concept of scarcity and it’s impact on economic decision making.
Explain using industry examples the concept of Opportunity Cost.
Discuss different economic systems providing current international examples of each.
56.
Outline the factors that determine the demand and supply for goods and services within the hospitality industry.
Utilize information regarding supply and demand to strategically position a business including pricing policies and barriers to entry.
Examines economies of scale that exist for the hospitality industry in terms of both internal and external factors.
Discuss the concept of price Mechanism and Price Equilibrium.
57.
Define the nature of a market and their organisational mechanisms such as command or market.
Discuss the different forms of market systems in terms of open and closed markets.
Identify the extent of government intervention and the limitations of free marketing systems.
Discuss the impact of price wars and price fixing on the hospitality industry.
58.
Define the concept of inflation, detailing how it is measured.
Discuss the business cycle, identifying the various points and their determinants.
Relate movements in the business cycle to the hospitality industry.
Define GDP and GNP and discuss their sources of growth.
Differentiate between normal and real GDP.
59.
Define unemployment discussing the many forms that it can take.
Identify the costs on business and social implications of unemployment in the economy.
Identify the problems of unemployment.
Outline the relationship between the business cycle and unemployment.
60.
Explain the nature and function of money.
Describe the various forms that money can take and the official measure of money.
Discuss how interest rates impact on the availability of cash in an economy and its impact on economic growth.
Distinguish between real and nominal values of money.
61.
Discuss various methods used by governments to met economic objectives.
Identify limitations associated with these policies and their impact on the hospitality industry.
Discuss in detail the characteristics of each policy.
62.
Discuss and identify the reasons for international trade.
Discuss the theory of Comparative and Absolute Advantage.
Identify and discuss the various forms of trade protection.
Identify the factors that influence domestic exchange rates.
63.
Discuss the origins and history of the I.M.F.
Identify and discuss the membership criteria and freedom of entry and exit to the I.M.F.
Discuss the undertakings of members and describe the role of quotas in the calculation of financial aid and voting rights.
Briefly discuss the function and role of the World Bank.
64.
Market and situation analysis is conducted using established techniques in accordance with:
> Available budget.
> The need for external assistance.
> Existing market data.
> The need for additional data.
> Internal and external issues and constraints.
65.
Marketing Strategies are developed at the appropriate time using standard marketing planning techniques.
Strategies are developed to take account of feedback from staff and colleagues, time management and scheduling issues and constraints, resource constraints, the current industry context and overall enterprise context.
Opportunities for colleagues to contribute to the marketing plan and communicated to the appropriate colleagues.
Marketing plan is submitted for approval where appropriate in accordance with enterprise policy.
66.
Actions detailed in the plan are implemented and monitored in a cost effective manner and according with enterprise policy.
Reports are produced in accordance with enterprise policy.
Information on marketing activities is shared with operational staff to maintain awareness of current enterprise focus.
67.
Marketing activities are evaluated using agreed methods and benchmarks.
Adjustments are made in accordance with evaluation.
Agreed changes are promptly communicated and implemented.
68.
Describe the major styles produced, and grape varieties used in the following French appellations:
> Champagne
> Alsace
> Burgundy
> Chablis
> Liore
> Northern and Southern Rhone
> Bordeaux
Explain the following German styles:
> Kabinett
> Spatlese
> Beerebauslese
> Trochenbeerenaulese
> Icewein
> Sekt
Describe the following wine styles and where they are produced:
> Barolo
> Barbaresco
> Spumante Chianti
> Riojo
List the major wine producing regions of New Zealand and what styles of wine are best produced there.
List the main wine producing regions of North America and the main styles of wine produced in each.
Describe the characteristics of the following fortified wines:
> Spanish fino sherry
> Portuguese vintage port and tawny port
> Sercial, Bual, Verdelho and Malmsey Maderia
69.
Discern the quality variation within both table and fortified wine organoleptically.
Explain the physical conditions required for cellaring wine.
Detail the requirements for wine requiring long term cellaring.
List international and South African wine styles commonly requiring cellaring for at least 5 and 10 years.
List the international and South African wine styles commonly recognized as requiring consumption within two years.
70.
Describe security procedures for certain areas of a hotel.
Describe security measures to conduct checks in staff.
Describe measures to detect and prevent theft.
Explain the importance of communication between security and other rooms division departments.
Explain the function for an emergency response team.
Identify emergency equipment and supplies required in case of natural disasters.
Discuss how to deal with the media in a crisis situation.
71.
Explain what is involved in the planning and organizing of housekeeping.
Describe inventory controls within housekeeping.
Discuss how laundry needs are handled.
Describe cost effective approaches in the housekeeping operation.
72.
Describe the role and responsibilities of supervisors in front office and identify what distinguishes the supervision from the operation in front office.
Review the objectives of front office and identify how supervisors contribute to achieving these.
In reviewing the guest cycle, describe control mechanisms in reservations.
In reviewing the guest cycle describe control mechanisms in group reservations.
In reviewing the guest cycle, describe the control mechanisms at check-in.
In reviewing the guest cycle, describe control mechanisms during stay over and at check-out.
Complete an end of shift balance and explain how the correctness of the balance influences the night audit and the overall profitability of the hotel.
Describe how to deal with guests complaints and staff grievances.
Describe the concept of yield management and explain how they are commonly applied.
Explain what is involved in the process of setting rates.
Integrated assessment:
An integrated approach to assessment is adopted to ensure that the qualification is open, transparent, fair, valid and reliable. In this respect, both summative and formative assessment processes are accounted for. Integrated assessment provides the learner with an opportunity to display an ability to integrate practical performance, actions, concepts and theory across exit-level outcomes to achieve competence in relation to the purpose of this qualification.
The qualification has a strong workplace learning component requiring learners to work and be assessed in a hospitality enterprise for a specified period.The competence that the learner is required to demonstrate is clearly articulated in the associated assessment criteria of the qualification.
The learner must achieve all exit-level outcomes for the award of the qualification.
Assessment methods include:
Role plays
Theory Examinations
Practical Examinations
Demonstrations
Assignments
Presentations
Research reports
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