TR Front Office Services NC II11

8/10/2019 TR Front Office Services NC II11

1/63

FRONT OFFICE SERVICES NC II

TRAININGREGULATIONS

TOURISM SECTOR

(HOTEL AND RESTAURANT)

TECHNICAL EDUCATION AND SKILLS DEVELOPMENT

AUTHORITYEast Service Road, South Superhih!a", Taui Cit", Metro Ma#i$a


2/63

TABLE OF CONTENTS

TOURISM SECTOR(HOTEL AND RESTAURANT)


Page No.

SECTION 1 FRONT OFFICE SERVICES NC II QUALIFICATION 1

SECTION 2 COMPETENCY STANDARDS

Basic Com!"!#ci!s 2$1%

Commo# Com!"!#ci!s 1&$2'

Co! Com!"!#ci!s 2$*+

SECTION % TRAININ, STANDARDS *1$*-

%.1 C/ic/0/m D!si# *1$*&

%.2 Tai#i# D!0i!3 **%.% Tai#!! E#"3 R!4/i!m!#"s **%.& Lis" o5 Too0s6 E4/im!#" a#7 Ma"!ia0s *8%.* Tai#i# Faci0i"i!s *-%.8 Tai#!9s Q/a0i5ica"io#s *-%.- I#s"i"/"io#a0 Ass!ssm!#" *-

SECTION & NATIONAL ASSESSMENT AND CERTIFICATION *'ARRAN,EMENTS

COMPETENCY MAP *

DEFINITION OF TERMS 8+

AC:NO;LED,EMENTS


3/63

TRAININ, RE,ULATIONS FOR


SECTION 1 FRONT OFFICE SERVICES NC II QUALIFICATION

The FRONT OFFICE SERVICES NC IIQualification consists of competencies thata person must possess in order to be able to conduct the process of making a reservation,registering and checking-in and checking-out a guest in commercial accommodationestablishments.

This Qualification is packaged from the competency map of the To/ism S!c"o(Ho"!0 a#7 R!s"a/a#") as shown in Annex A

The Units of ompetency comprising this Qualification include the following!

CODE NO. BASIC COMPETENCIES

"##$%%%#" &articipate in workplace communication"##$%%%#' (ork in team environment"##$%%%#) &ractice career professionalism"##$%%%#* &ractice occupational health and safety procedures

CODE NO. COMMON COMPETENCIES

T+$%%#% evelop and update industry knowledgeT+$%%# /bserve workplace hygiene proceduresT+$%%#$ &erform computer operationsT+$%%#0 &erform workplace and safety practicesT+$%%#" &rovide effective customer service

CODE NO. CORE COMPETENCIES

T+"%$%#" +eceive and process reservationsT+"%$%#' /perate computeri1ed reservations systemT+"%$%#) &rovide accommodation reception services

T+"%$%#* onduct night auditT+"%$#" &rovide club reception servicesT+"%$%#2 &rovide concierge and bell servicesT+"%$%%# &rovide cashiering services

A !so#


4/63

SECTION 2 COMPETENCY STANDARDS

This section gives the details of the contents of the basic, common and core unitsof competency re:uired in FRONT OFFICE SERVICES NC II.

BASIC COMPETENCIES

UNIT OF COMPETENCY ? PARTICIPATE IN ;OR:PLACE COMMUNICATION

UNIT CODE ? *++%111+*

UNIT DESCRIPTOR ? This unit covers the knowledge, skills and attitudesre:uired to gather, interpret and convey information inresponse to workplace re:uirements.

ELEMENT

PERFORMANCE CRITERIA

Italicized terms are elaborated in the +ange of 7ariables%. /btain and convey

workplace information%.% pecific and relevant information is accessed from

appropriate sources%. 6ffective :uestioning , active listening and speaking

skills are used to gather and convey information%.$ Appropriate medium is used to transfer information and

ideas%.0 Appropriate non- verbal communication is used%." Appropriate lines of communicationwith supervisors

and colleagues are identified and followed%.' efined workplace procedures for the location and

storage of information are used

%.) &ersonal interaction is carried out clearly and concisely

. &articipate inworkplace meetingsand discussions

.% Team meetings are attended on time. /wn opinions are clearly expressed and those of others

are listened to without interruption.$ ;eeting inputs are consistent with the meeting purpose

and establishedprotocols.0 Workplace interactions are conducted in a courteous

manner." Questions about simple routine workplace procedures

and maters concerning working conditions ofemployment are asked and responded to

.' ;eetings outcomes are interpreted and implemented$. omplete relevant

work relateddocuments

$.% +ange of formsrelating to conditions of employmentare completed accurately and legibly

$. (orkplace data is recorded on standard workplaceforms and documents

$.$


5/63

RAN,E OF VARIABLES

VARIABLE RAN,E

%. Appropriate sources %.% Team members

%. uppliers

%.$ Trade personnel%.0 >ocal government

%." 5ndustry bodies

. ;edium .% ;emorandum

. ircular

.$ 4otice

.0 5nformation discussion

." 3ollow-up or verbal instructions

.' 3ace to face communication

$. torage $.% ;anual filing system

$. omputer-based filing system

0. 3orms 0.% &ersonnel forms, telephone message forms, safetyreports

". (orkplace interactions ".% 3ace to face

". Telephone

".$ 6lectronic and two way radio

".0 (ritten including electronic, memos, instruction andforms, non-verbal including gestures, signals, signsand diagrams

'. &rotocols '.% /bserving meeting

'. ompliance with meeting decisions

'.$ /beying meeting instructions

T+ - 3+/4T /3356 6+756 4 55 8Amended9 &romulgated ecember #%$ $


6/63


7/63

UNIT OF COMPETENCY ? ;OR: IN TEAM ENVIRONMENT

UNIT CODE ? *++%111+8

UNIT DESCRIPTOR ? This unit covers the skills, knowledge and attitudes toidentify role and responsibility as a member of a team.

ELEMENTPERFORMANCE CRITERIA

Italicized terms are elaborated in the +ange of 7ariables

%. escribe team role andscope

%.% The role and objective of the teamis identified fromavailable sources of information

%. Team parameters, reporting relationships andresponsibilities are identified from team discussionsand appropriate external sources

. 5dentify own role and

responsibility withinteam

.% 5ndividual role and responsibilities within the team

environment are identified. +oles and responsibility of other team members are

identified and recogni1ed

.$ +eporting relationships within team and external toteam are identified

$. (ork as a teammember

$.% 6ffective and appropriate forms of communicationsused and interactions undertaken with team memberswho contribute to known team activities and obBectives

$. 6ffective and appropriate contributions made to

complement team activities and obBectives, based onindividual skills and competencies and workplacecontext

$.$ /bserved protocols in reporting using standardoperating procedures

$.0 ontribute to the development of team work plansbased on an understanding of team@s role andobBectives and individual competencies of themembers.

T+ - 3+/4T /3356 6+756 4 55 8Amended9 &romulgated ecember #%$ "


8/63

RAN,E OF VARIABLES

VARIABLE RAN,E

%. +ole and obBective ofteam

%.% (ork activities in a team environment with enterpriseor specific sector

%. >imited discretion, initiative and Budgement maybedemonstrated on the Bob, either individually or in ateam environment

. ources of information .% tandard operating and=or other workplace procedures

. Cob procedures

.$ ;achine=e:uipment manufacturer@s specifications andinstructions

.0 /rgani1ational or external personnel

." lient=supplier instructions

.' Quality standards.) /D and environmental standards

$. (orkplace context $.% (ork procedures and practices

$. onditions of work environments

$.$ >egislation and industrial agreements

$.0 tandard work practice including the storage, safehandling and disposal of chemicals

$." afety, environmental, housekeeping and :ualityguidelines

T+ - 3+/4T /3356 6+756 4 55 8Amended9 &romulgated ecember #%$ '


9/63

EVIDENCE ,UIDE

%. ritical aspects ofompetency

Assessment re:uires evidence that the candidate!%.% /perated in a team to complete workplace activity%. (orked effectively with others%.$ onveyed information in written or oral form

%.0 elected and used appropriate workplace language%." 3ollowed designated work plan for the Bob%.' +eported outcomes

. +e:uired ?nowledgeand Attitude

.% ommunication process. Team structure.$ Team roles.0 roup planning and decision making

$. +e:uired kills $.% ommunicate appropriately, consistent with the cultureof the workplace

0. +esource 5mplications The following resources MUST be provided!0.% Access to relevant workplace or appropriately

simulated environment where assessment can takeplace

0. ;aterials relevant to the proposed activity or tasks

". ;ethods ofAssessment

ompetency may be assessed through!".% /bservation of the individual member in relation to the

work activities of the group

". /bservation of simulation and or role play involving theparticipation of individual member to the attainment oforgani1ational goal

".$ ase studies and scenarios as a basis for discussionof issues and strategies in teamwork

'. ontext forAssessment

'.% ompetency may be assessed in workplace or in asimulated workplace setting

'. Assessment shall be observed while task are beingundertaken whether individually or in group

T+ - 3+/4T /3356 6+756 4 55 8Amended9 &romulgated ecember #%$ )


10/63

UNIT OF COMPETENCY ? PRACTICE CAREER PROFESSIONALISM

UNIT CODE ? *++%111+-

UNIT DESCRIPTOR ? This unit covers the knowledge, skills and attitudes inpromoting career growth and advancement.



%. 5ntegratepersonal obBectiveswith organi1ationalgoals

1.1 &ersonal growth and work plans are pursued towardsimproving the :ualifications set for the profession

1.2 5ntra- and interpersonal relationships is are maintainedin the course of managing oneself based onperformance evaluation

1.3 ommitment to the organi1ation and its goal isdemonstrated in the performance of duties

. et and meetwork priorities

.% ompeting demands are prioriti1ed to achievepersonal, team and organi1ational goals andobBectives.

. esourcesare utili1ed efficiently and effectively tomanage work priorities and commitments

.$ &ractices along economic use and maintenance ofe:uipment and facilities are followed as perestablished procedures

$. ;aintainprofessional growthand development

$.% !rainings and career opportunitiesare identifiedand availed of based on Bob re:uirements

$. ecognitionsare sought=received and demonstratedas proof of career advancement

$.$ "icenses and#or certificationsrelevant to Bob andcareer are obtained and renewed

T+ - 3+/4T /3356 6+756 4 55 8Amended9 &romulgated ecember #%$ *


11/63

RAN,E OF VARIABLES

VARIABLE RAN,E

%. 6valuation %.% &erformance Appraisal

%. &sychological &rofile

%.$ Aptitude Tests

. +esources .% Duman

. 3inancial

.$ Technology

.$.%Dardware

.$.oftware

$. Trainings and career

opportunities

$.% &articipation in training programs

$.%.% Technical$.%. upervisory

$.%.$ ;anagerial

$.%.0 ontinuing 6ducation

$. erving as +esource &ersons in conferences andworkshops

0. +ecognitions 0.% +ecommendations

0. itations

0.$ ertificate of Appreciations

0.0 ommendations

0." Awards

0.' Tangible and 5ntangible +ewards

". >icenses and=orcertifications

".% 4ational ertificates

". ertificate of ompetency

".$ upport >evel >icenses

".0 &rofessional >icenses

T+ - 3+/4T /3356 6+756 4 55 8Amended9 &romulgated ecember #%$ 2


12/63

EVIDENCE ,UIDE


Assessment re:uires evidence that the candidate!%.% Attained Bob targets within key result areas 8?+As9%. ;aintained intra - and interpersonal relationship in the

course of managing oneself based on performance

evaluation%.$ ompleted trainings and career opportunities which are

based on the re:uirements of the industries%.0 Ac:uired and maintained licenses and=or certifications

according to the re:uirement of the :ualification

. +e:uired ?nowledge .% (ork values and ethics 8ode of onduct, ode of6thics, etc.9

. ompany policies.$ ompany operations, procedures and standards.0 3undamental rights at work including gender sensitivity

." &ersonal hygiene practices

$. +e:uired kills $.% Appropriate practice of personal hygiene$. 5ntra and 5nterpersonal skills$.$ ommunication skills

0. +esource 5mplications The following resources MUSTbe provided!0.% (orkplace or assessment location0. ase studies=scenarios

". ;ethods ofAssessment ompetency may be assessed through!".% &ortfolio Assessment". 5nterview".$ imulation=+ole-plays".0 /bservation"." Third &arty +eports".' 6xams and Tests


'.% ompetency may be assessed in the work place or in asimulated work place setting

T+ - 3+/4T /3356 6+756 4 55 8Amended9 &romulgated ecember #%$ %#


13/63

UNIT OF COMPETENCY ? PRACTICE OCCUPATIONAL HEALTH AND SAFETYPROCEDURES

UNIT CODE ? *++%111+'

UNIT DESCRIPTOR ? This unit covers the outcomes re:uired to comply with

regulatory and organi1ational re:uirements foroccupational health and safety.


Italicizedterms are elaborated in the +ange of 7ariables

%. 5dentify ha1ards andrisks

%.% $afet% regulationsand workplace safety andha1ardcontrol practices and procedures are clarified andexplained based on organi1ation procedures

%. &azards#risksin the workplace and theircorresponding indicators are identified to minimi1e oreliminate risk to co-workers, workplace andenvironment in accordance with organi1ation

procedures%.$ 'ontingenc% measuresduring workplace accidents,

fire and other emergencies are recogni1ed andestablished in accordance with organi1ationprocedures

. 6valuate ha1ardsand risks

.%Terms of maximum tolerable limits which whenexceeded will result in harm or damage are identifiedbased on threshold limit values 8T>79

.6ffects of the ha1ards are determined.$/D issues and=or concerns and identified safety

ha1ards are reported to designated personnel in

accordance with workplace re:uirements and relevantworkplace /D legislation

$. ontrol ha1ards andrisks

$.%/ccupational Dealth and afety 8/D9 procedures forcontrolling ha1ards=risks in workplace are consistentlyfollowed

$.&rocedures for dealing with workplace accidents, fire andemergencies are followed in accordance withorgani1ation /D policies

$.$(ersonal protective e)uipment *((+,is correctly usedin accordance with organi1ation /D procedures andpractices

$.0Appropriate assistance is provided in the event of aworkplace emergency in accordance with establishedorgani1ation protocol

0. ;aintain /Dawareness

0.%+mergenc%-related drills and trainings areparticipated in as per established organi1ationguidelines and procedures

0.&$ personal recordsare completed and updated inaccordance with workplace re:uirements

T+ - 3+/4T /3356 6+756 4 55 8Amended9 &romulgated ecember #%$ %%


14/63

RAN,E OF VARIABLES

VARIABLE RAN,E

%. afety regulations ;ay include but are not limited to!%.% lean Air Act

%.


15/63

EVIDENCE ,UIDE


Assessment re:uires evidence that the candidate!%.% 6xplainedclearly established workplace safety and

ha1ard control practices and procedures%. 5dentified ha1ards=risks in the workplace and its

corresponding indicators in accordance with companyprocedures

%.$ +ecogni1ed contingency measures during workplaceaccidents, fire and other emergencies

%.0 5dentified terms of maximum tolerable limits based onthreshold limit value- T>7.

%." 3ollowed /ccupational Dealth and afety 8/D9procedures for controlling ha1ards=risks in workplace

%.' Used &ersonal &rotective 6:uipment 8&&69 inaccordance with company /D procedures andpractices

%.) ompleted and updated /D personal records inaccordance with workplace re:uirements

. +e:uired ?nowledge .% /D procedures and practices and regulations. &&6 types and uses.$ &ersonal hygiene practices.0 Da1ards=risks identification and control." Threshold >imit 7alue -T>7.' /D indicators.) /rgani1ation safety and health protocol.* afety consciousness.2 Dealth consciousness

$. +e:uired kills $.%&ractice of personal hygiene$. Da1ards=risks identification and control skills$.$ 5nterpersonal skills$.0 ommunication skills

0. +esource 5mplications The following resources must be provided!0.% (orkplace or assessment location0. /D personal records

0.$ &&60.0 Dealth records


ompetency may be assessed through!".%&ortfolio Assessment".5nterview".$ase tudy=ituation


'.%ompetency may be assessed in the work place or in asimulated work place setting

T+ - 3+/4T /3356 6+756 4 55 8Amended9 &romulgated ecember #%$ %$


16/63

T6A-/&-Q/-#%-3#*

COMMON COMPETENCIES

UNIT OF COMPETENCY ? DEVELOP AND UPDATE INDUSTRY :NO;LED,E

UNIT CODE ? TRS%112+1

UNIT DESCRIPTOR ? This unit of competency deals with the knowledge, skillsre:uired to access, increases and update industryknowledge. 5t includes seek information on the industryand update industry knowledge



%. eek information onthe industry

%.% $ources of informationon the industry are correctlyidentified and accessed

%. Information to assist effective work performanceisobtained in line with Bob re:uirements

%.$ pecific information on sector of work is accessed andupdated

%.0 5ndustry information is correctly applied to day-to-daywork activities

. Update industryknowledge

.% 5nformal and=or formal research is used to updategeneral knowledge of the industry

. Updated knowledge is shared with customers andcolleagues as appropriate and incorporated into day-to-day working activities

T+ - 3+/4T /3356 6+756 4 55 8Amended9 &romulgated ecember #%$ %0


17/63

T6A-/&-Q/-#%-3#*

RAN,E OF VARIABLES

VARIABLE RAN,E

%. 5nformation sources ;ay include!%.% media

%. reference books%.$ libraries%.0 unions%." industry associations%.' industry Bournals%.) internet%.* personal observation and experience

. 5nformation to assisteffective work

performance

;ay include!

.% different sectors of the industry and the servicesavailable in each sector

. relationship between tourism and hospitality.$ relationship between the industry and other

industries.0 industry working conditions." legislationthat affects the industry

li:uor

health and safety

hygiene

gaming

workers compensation

consumer protection

duty of care

building regulations

.'trade unions environmental issues andre:uirements

.)industrial relations issues and maBor organi1ations.*career opportunities within the industry.2work ethic re:uired to work in the industry and

industry expectations of staff

.%# :uality assurance

T+ - 3+/4T /3356 6+756 4 55 8Amended9 &romulgated ecember #%$ %"


18/63

T6A-/&-Q/-#%-3#*

EVIDENCE ,UIDE


Assessment re:uires evidence that the candidate!

%.% ?new key sources of information on the industry

%. Updated industry knowledge

%.$ Accessed and used industry information

. +e:uired kills .% Time management

. +eady skills needed to access industry information

.$


19/63

T6A-/&-Q/-#%-3#*

UNIT OF COMPETENCY ? OBSERVE ;OR:PLACE HY,IENE PROCEDURES

UNIT CODE ? TRS%112+2

UNIT DESCRIPTOR ? This unit of competency deals with the knowledge, skillsand attitudes in observing workplace hygiene

procedures. 5t includes following hygiene proceduresand identifying and preventing hygiene risks.



%. 3ollow hygieneprocedures

%.% (orkplace h%giene proceduresare implemented in linewith enterprise and legal re:uirements

%. Dandling and storage of items are undertaken in line withenterprise and legal re:uirements

. 5dentify and preventhygiene risks

.% &otential h%giene risksare identified in line withenterprise procedures

. Action to minimize and remove risks are taken withinscope of individual responsibility of enterprise=legalre:uirements

.$ Dygiene risks beyond the control of individual staffmembers are reported to the appropriate person forfollow up

T+ - 3+/4T /3356 6+756 4 55 8Amended9 &romulgated ecember #%$ %)


20/63

T6A-/&-Q/-#%-3#*

RAN,E OF VARIABLES

VARIABLE RAN,E

%. Dygiene procedures ;ay include !

%.% afe and hygienic handling of food and beverage

%. +egular hand washing

%.$ orrect food storage

%.0 Appropriate and clean clothing

%." Avoidance of cross-contamination

%.' afe handling disposal of linen and laundry

%.) Appropriate handling and disposal of garbage

%.* leaning and saniti1ing procedures

%.2 &ersonal hygiene

. Dygiene risk ;ay include!.%


21/63

T6A-/&-Q/-#%-3#*

EVIDENCE ,UIDE


Assessment re:uires evidence that the candidate!

%.% 3ollowed hygiene procedures

%. 5dentified and responded to hygiene risk

%.$ &racticed personal grooming and hygiene

. +e:uired ?nowledge .% Typical hygiene and control procedures in the hospitalityand tourism industries

. /verview of legislation and regulation in relation to foodhandling, personal and general hygiene

.$ ?nowledge on factors which contribute to workplacehygiene problems

.0 eneral ha1ards in handling of food, linen and laundryand garbage, including maBor causes of contamination

and cross-infection." ources of and reasons for food poisoning

$. +e:uired kills $.% Ability to follow correct procedures and instructions

$. Ability to handle operating tools= e:uipment

$.$ Application to hygiene principles

0. +esource 5mplications The following resources should be provided!

0.% Dygiene procedures, actual or simulated workplace,products used in hotel=restaurant =tourism workplace


ompetency in this unit may be assessed through!

".% (ritten examination

". &ractical demonstration

'. ontext of Assessment '.% Assessment may be done in the workplace or in asimulated workplace setting 8assessment centers9

'. Assessment activities are carried out through T6AFsaccredited assessment center

T+ - 3+/4T /3356 6+756 4 55 8Amended9 &romulgated ecember #%$ %2


22/63

T6A-/&-Q/-#%-3#*

UNIT OF COMPETENCY ? PERFORM COMPUTER OPERATIONS

UNIT CODE ? TRS%112+%

UNIT DESCRIPTOR ? This unit covers the knowledge, skills and attitudes andvalues needed to perform computer operations which

includes inputting, accessing, producing and transferringdata using the appropriate hardware and software


Italicized terms are elaborated in the +angeof 7ariables

%. &lan and prepare fortask to be undertaken

1.1 +e:uirements of task are determined1.2 Appropriate hardwareand software is selected

according to task assigned and re:uired outcome1.3 Task is planned to ensure OH & S guidelinesand

procedures are followed

. 5nput data into

computer

2.1 ata are entered into the computer using appropriate

program=application in accordance with companyprocedures

2.2 Accuracy of information is checked and information issaved in accordance with standard operatingprocedures

2.3 5nputted data are stored in storage mediaaccordingto re:uirements

2./ (ork is performed within ergonomic guidelines

$. Access informationusing computer

3.1 orrect program=application is selected based on Bobre:uirements

3.2 &rogram=application containing the information

re:uired is accessed according to companyprocedures3.3 Desktop iconsare correctly selected, opened and

closed for navigation purposes3./ ?eyboard techni:ues are carried out in line with /D G

re:uirements for safe use of keyboards

0. &roduce=output datausing computer system

/.1 6ntered data are processed using appropriatesoftware commands

/.2 ata are printed out as re:uired using computerhardware=peripheral devices in accordance withstandard operating procedures

/.3 3iles and data are transferred between compatiblesystems using computer software, hardware=peripheral devices in accordance with standardoperating procedures

". ;aintain computere:uipment andsystems

0.1 ystems for cleaning, minor maintenanceandreplacement of consumables are implemented

0.2 &rocedures for ensuring security of data, includingregular back-ups and virus checks are implemented inaccordance with standard operating procedures

0.3


23/63

T6A-/&-Q/-#%-3#*

RAN,E OF VARIABLES

VARIABLE RAN,E

%. Dardware andperipheral devices

;ay include!%.% &ersonal computers

%. 4etworked systems%.$ ommunication e:uipment%.0 &rinters%." canners%.' ?eyboard%.) ;ouse

. oftware ;ay include!.% (ord processing packages. ata base packages.$ 5nternet

.0 preadsheets

$. /D G guidelines ;ay include!$.% /D guidelines$. 6nterprise procedures

0. torage media ;ay include!0.% diskettes0. s0.$ 1ip disks0.0 hard disk drives, local and remote

". 6rgonomic guidelines ;ay include!".% Types of e:uipment used". Appropriate furniture".$ eating posture".0 >ifting posture"." 7isual display unit screen brightness

'. esktop icons ;ay include!'.% directories=folders

'. files'.$ network devices'.0 recycle bin

). ;aintenance ;ay include!).% reating more space in the hard disk). +eviewing programs).$ eleting unwanted files).0


24/63

T6A-/&-Q/-#%-3#*

EVIDENCE ,UIDE

%. ritical aspect ofcompetency

Assessment must show that the candidate!%.% elected and used hardware components correctly

and according to the task re:uirement%. 5dentified and explain the functions of both hardware

and software used, their general features andcapabilities

%.$ &roduced accurate and complete data in accordancewith the re:uirements

%.0 Used appropriate devices and procedures to transferfiles=data accurately

%." ;aintained computer system

. +e:uired knowledge .%


25/63

T6A-/&-Q/-#%-3#*

UNIT OF COMPETENCY ? PERFORM ;OR:PLACE AND SAFETY PRACTICES

UNIT CODE ? TRS%112+&

UNIT DESCRIPTOR ? This unit of competency deals with the knowledge, skillsand attitudes in following health, safety and security

practices. 5t includes dealing with emergency situationsand maintaining safe personal presentation standards.



%. 3ollow workplaceprocedures for health,safety and securitypractices

%.% orrect health safet% and securit% proceduresarefollowed in line with legislation, regulations andenterprise procedures

%. reaches of health, safety and security procedures areidentified and reported in line with enterpriseprocedure

%.$ uspicious behavior or unusual occurrence are reportedin line with enterprise procedure

. eal with emergencysituations

.%+mergenc%and potential emergency situations arerecogni1ed and appropriate action are taken withinindividual@s scope of responsibility

.6mergency procedures are followed in line withenterprise procedures

.$Assistance is sought from colleagues to resolve orrespond to emergency situations

.0etails of emergency situations are reported in line withenterprise procedures

$. ;aintain safe personalpresentation standards

$.% afe personal standards are identified and followed inline with enterprise re:uirements



26/63

T6A-/&-Q/-#%-3#*

RAN,E OF VARIABLES

VARIABLE RAN,E

%. Dealth, safety andsecurity procedures

;ay include !

%.% use of personal protective clothing and e:uipment

%. safe posture including sitting, standing, bending

%.$ manual handling including lifting, transferring

%.0 safe work techni:ues including knives and e:uipment,handling hot surfaces, computers and electronice:uipment

%." safe handling of chemicals, poisons and dangerousmaterials

%.' ergonomically sound furniture and work stations

%.) emergency fire and accident

%.* ha1ard identification and control

%.2 security of documents, cash, e:uipment, people

%.%# key control systems

.


27/63

T6A-/&-Q/-#%-3#*

EVIDENCE ,UIDE


Assessment re:uires evidence that the candidate !%.% omplied with industry practices and procedures%. Used interactive communication with others%.$ omplied with workplace safety, security and hygiene

practices%.0 5dentified faults G problems and the necessary

corrective action%." &romoted public relation among others%.' omplied with :uality standards%.) +esponded to emergency situations in line with

enterprise guidelines%.* omplied with proper dress code

. +e:uired ?nowledge .%ommunication.%.% 5nteractive communication with others

.%. 5nterpersonal skills.%.$ ood working attitude.%.0 Ability to work :uietlyH with cooperationH

patience, carefulness, cleanliness and aestheticvalues

.%." Ability to focus on task at hand.ystems, &rocesses and /perations

..% (orkplace health, safety and securityprocedures

.. 6mergency procedures..$ &ersonal presentation

.$afety &ractices.$.% &roper disposal of garbage.$. &ractice safety measures.$.$ " 5mplementation

$. +e:uired kills $.%Ability to make decision$.Time management$.$Ability to offer alternative steps$.0 are in handling and operating e:uipment

0. +esource 5mplications The following resources should be provided!

0.% &rocedures ;anual on safety, security, health andemergency

0. Availability of tools, e:uipment, supplies and materials


ompetency in this unit may be assessed through!".% (ritten examination". &ractical demonstration".$ 5nterview

'. ontext ofAssessment

'.% Assessment may be done in the workplace or in asimulated workplace setting 8assessment centers9




28/63

T6A-/&-Q/-#%-3#*

UNIT OF COMPETENCY ? PROVIDE EFFECTIVE CUSTOMER SERVICE

UNIT CODE ? TRS%112+*

UNIT DESCRIPTOR ? This unit of competency deals with the knowledge, skillsand attitudes in providing effective customer service. 5t

includes greeting customer, identifying customer needs,delivering service to customer, handling :ueries throughtelephone, fax machine, internet and email and handlingcomplaints, evaluation and recommendation.



%. reet customer %.% uests are greeted in line with enterprise procedure%. 7erbal and non-verbal communications are appropriate

to the given situation%.$ on verbal communicationof customer is observed

responding to customer%.0 ensitivity to cultural and social differencesis

demonstrated

. 5dentify customerneeds

.%Appropriate interpersonal skillsare used to ensure thatcustomer needs are accurately identified

.'ustomer needsare assessed for urgency so thatpriority for service delivery can be identified

.$ustomers are provided with information.0&ersonal limitation in addressing customer needs is

identified and where appropriate, assistance is sought

from supervisor

$. eliver service tocustomer

3.1 ustomer needs are promptly attended to in line withenterprise procedure

3.2Appropriate rapport is maintained with customer toenable high :uality service delivery

3.3 /pportunity to enhance the :uality of service andproducts are taken wherever possible

0. Dandle :ueries throughtelephone, fax

machine, internet andemail

0.%Use telephone, computer, fax machine, internetefficiently to determine customer re:uirements

0.Queries= information are recorded in line with enterpriseprocedure0.$ueries are acted upon promptly and correctly in line with

enterprise procedure

". Dandle complaints,evaluation andrecommendations

".% uests are greeted with a smile and eye-to-eyecontact

". +esponsibility for resolving the complaint is takenwithin limit of responsibility

".$ 4ature and details of complaint are established andagreed with the customer

".0 Appropriate action is taken to resolve the complaint tothe customers satisfaction wherever possible

T+ - 3+/4T /3356 6+756 4 55 8Amended9 &romulgated ecember #%$ '


29/63

T6A-/&-Q/-#%-3#*

RAN,E OF VARIABLES

VARIABLES RAN,E

%. 4on-verbalcommunication

;ay include!

%.% body language

%. dress and accessories

%.$ gestures and mannerisms

%.0 voice tonality and volume

%." use of space

%.' culturally specific communication customs and practices

. ultural and socialdifferences

;ay include!

.% modes of greeting, farewelling and conversation

. body language= use of body gestures

.$ formality of language

$. 5nterpersonal skills ;ay include!

$.% interactive communication

$. public relation

$.$ good working attitude

$.0 sincerity

$." pleasant disposition

$.' effective communication skills

0. ustomer needs ;ay include !

0.% those with a disability

0. those with special cultural or language needs

0.$ unaccompanied children

0.0 parents with young children

0." pregnant women

0.' single women

". 6nterprise procedure ;ay include !

".% modes of greeting and farewelling". addressing the person by name

".$ time-lapse before a response

".0 style manual re:uirements

"." standard letters and proformas

T+ - 3+/4T /3356 6+756 4 55 8Amended9 &romulgated ecember #%$ )


30/63

T6A-/&-Q/-#%-3#*

EVIDENCE ,UIDE


Assessment re:uires evidence that the candidate!%.% omplied with industry practices and procedures%. Used interactive communication with others%.$ omplied with occupational, health and safety practices%.0 &romoted public relation among others%." omplied with service manual standards%.' emonstrated familiarity with company facilities,

products and services%.) Applied company rules and standards%.* Applied telephone ethics%.2 Applied correct procedure in using telephone, fax

machine, internet%.%# Dandled customer complaints

. +e:uired ?nowledge .% ommunication.%.% 5nteractive communication with others.%. 5nterpersonal skills= social graces with

sincerity.afety &ractices

..% afe work practices.. &ersonal hygiene

.$ Attitude.$.%Attentive, patient and cordial.$.6ye-to-eye contact.$.$;aintain teamwork and cooperation

.0 Theory.0.% elling=upselling techni:ues.0. 5nterview techni:ues.0.$ onflict resolution

.0.0 ommunication process.0." ommunication barriers

$. +e:uired kills $.% 6ffective communication skills$. 4on-verbal communication - body language$.$ ood time management$.0 Ability to work calmly and unobtrusively effectively$." Ability to handle telephone in:uiries and conversations$.' orrect procedure in handling telephone in:uiries$.) &roper way of handling complaints

0. +esource 5mplications The following resources should be provided!0.% Availability of telephone, fax machine, internet, etc.

0. Availability of data on proBects and servicesH tariff andrates, promotional activities in place etc.

0.$ Availability of office supplies


ompetency in this unit may be assessed through!".% (ritten examination". &ractical demonstration

'. ontext ofAssessment '.% Assessment may be done in the workplace or in asimulated workplace setting 8assessment centers9


T+ - 3+/4T /3356 6+756 4 55 8Amended9 &romulgated ecember #%$ *


31/63

T6A-/&-Q/-#%-3#*

CORE COMPETENCIES

UNIT OF COMPETENCY ? RECEIVE AND PROCESS RESERVATIONS

UNIT CODE ? TRS*12%1+*

UNIT DESCRIPTOR ? This unit of competency deals with the skills, knowledgeand attitude re:uired to receive and processreservations for a tourism or hospitality product orservice offered for sale through agents or direct to theconsumer.



%. +eceive reservationre:uest

%.% ustomer making a reservationis acknowledgedusing property standards

%. Availability of room re:uested is determined%.$ Alternatives, including waitlist options, are offered ifre:uested booking is not available

%.0 5n:uiries regarding ratesand other product features areaccurately answered

. +ecord details ofreservation

.% omplete customer detailsare accurately recorded inthe system

. uest profile or history if available, is checked and usedto in making the reservation

.$ pecial re:uests are clearly recorded in accordance

with established re:uirements.0 +eservation details of customer bookings are

completed, explained and confirmed to the customer." +eservations are filed according to property standards.' ocuments and other materials are prepared and

issued to the customer in accordance with there:uirements of the specific reservation

$. Update reservations $.% &ayments and deposits of the reservation is accuratelyrecorded or updated in accordance with propertystandards

$. Amendments or cancellations of reservations arereceived, processed and recorded in accordance withcustomer re:uest and property standards.

0. Advise others onreservation details

0.% eneral and specific customer re:uirements andreservation details are communicated to appropriatedepartments and colleagues

0. 3ollow up on customer re:uest and ensure that allspecific re:uirements in his reservation details areaddressed prior to guest arrival.



32/63

T6A-/&-Q/-#%-3#*

RAN,E OF VARIABLES

VARIABLES RAN,E

%. +eservation ;ay include!

%.% +eservations may be received and processed by a

range of tourism sectors such as!

Tour operators

Travel agencies

Transportation

Accommodation

3ood and beverage

6vents

Tourism attractions

%. +eservation systems may be!

;anual

omputeri1ed

%.$ +eservations may be made by!

Telephone

3acsimile

nail ;ail= &ostal

6-mail

3ace-to-face

lobal istribution ystem 5nternet

%.0 +eservations may be for!

5ndividuals

roups

orporate

overnment Agencies

75&@s

onference delegates

%." ompleted reservation includes!

ocuments issued which may include!

o redit notes

o 5nvoices

o onfirmation letter

o onfirmation number

o +eceipts

o 7ouchers

eposits attained from customers

3orm of settlement

T+ - 3+/4T /3356 6+756 4 55 8Amended9 &romulgated ecember #%$ $#


33/63

T6A-/&-Q/-#%-3#*

VARIABLE RAN,E

. ustomers details ;ay include!

.% ustomer maybe!

5ndividuals

roups

orporate

overnment Agencies

75&@s

onference delegates

. ustomer records may be!

omputer files 8oft and hard copies9

;anual files

.$ ustomer profiles, if available, may include!

.$.% 3ull name and title=company name

.$. Address.$.$ &hone, fax, email and other contact details

%.% pecial re:uirements=re:uest

Timing details

pecial needs

&ayment arrangements

etails of other services to be used

3orm of ettlement

T+ - 3+/4T /3356 6+756 4 55 8Amended9 &romulgated ecember #%$ $%


34/63

T6A-/&-Q/-#%-3#*

EVIDENCE ,UIDE


Assessment re:uires evidence that the candidate!%.% emonstrated skills in receiving and processing

reservations for multiple product booking according toproperty standards

%. emonstrated ability to offer alternatives according toguest needs

%.$ emonstrated ability to decline or cancel reservation.%.0 emonstrated ability to record, confirm and file

customer details including special re:uests orre:uirementsin accordance with established systemsand procedures

%." emonstrated ability to advise other departments ofthe establishment on relevant reservation details

. +e:uired ?nowledge .% &roduct knowledge as appropriates to the specificindustry sector.

. +eservations and bookings terminology.$ +elationships between different sectors of the tourism

industry in relation to reservations and bookingsincluding sources of reservations

.0 &rinciples which underpin reservation procedures$. +e:uired kills $.% ommunication kills

$. Telephone skills$.$ 4egotiation skills$.0 kills in receiving and processing reservations for

multiple product bookings and in response to differingcustomer needs

$." kills in reservation documentation3.6 &rocessing reservation re:uests, and issuing of

documentation within timeframes and constraints that

reflect typical industry practice0. +esource 5mplications The following resources should be provided!0.% A fully e:uipped industry-realistic office environment

using appropriate telephones, computers, printers andreservation systems


ompetency in this unit may be assessed through!".% irect observation of the candidate using reservations

systems, including the ability to process different typesof reservations confirm bookings, and updateorreservations.

". /ral :uestioning or interview to test knowledge of theprinciples which underpin reservations procedures andthe relationships among the different operatingdepartments of the establishment.

".$ Third-party workplace reports of on-the-Bobperformance by the candidate, which may includedestinations, products, :uotations, ticketing,reservations documentation, booking data, and specialguest re:uirements.

".0 emonstration=role play on handling guest in:uiriesand special re:uests, confirming reservations, andoffering alternatives when re:uested booking is notavailable

'. ontext ofAssessment

'.% Assessment may be performed in the workplace orsimulated workplace situation



35/63

T6A-/&-Q/-#%-3#*

UNIT OF COMPETENCY ? OPERATE COMPUTERI@ED RESERVATIONSSYSTEM

UNIT CODE ? TRS*12%1+8

UNIT DESCRIPTOR ? This unit of competency deals with the skills and

knowledge re:uired in using a computeri1edreservations system to create bookings for a range oftourism or hospitality services.



%. omputeri1ereservation system isoperated based onproperty standards.

1.1 eservation s%stemis accessed and accuratelyinterpreted

1.2 All system features are used to access a range ofinformation

. reate and processreservations

.% Availability of the re:uired booking is checked inaccordance with the system functions andre:uirements

. 4ew reservations are encoded using the format re:uiredby the computer system

.$


36/63


37/63

T6A-/&-Q/-#%-3#*

EVIDENCE ,UIDE


Assessment re:uires evidence that the candidate!%.% emonstrated ability in operating a computeri1ed

reservations system to process multiple productbooking.

%. emonstrated ability to accurately make, process andupdate reservations for a range of tourism products andservices

%.$ emonstrated ability to send and receive reservationscommunication to relevant industry colleagues

%.0 emonstrated completion of reservation activities withintimeframes and constraints that reflect typical industrypractice

. +e:uired ?nowledge .% +ole of omputeri1ed +eservations ystem 8+9within the tourism industry

. +ange of products and services offered by +.$ &rocedures and codes re:uired to enter and exit a

system.0 ;andatory fields." +e:uirements for specific formatted entries

$. +e:uired kills $.%


38/63


39/63

T6A-/&-Q/-#%-3#*

RAN,E OF VARIABLES

VARIABLE RAN,E

%. Arrival details ;ay include!%.% 5ndividuals

%. roups

. +eservation details ;ay include!.% 4ame=company. ontact details.$ Arrival and departure times.0 >ength of stay." Type of accommodation re:uired=bed configuration.' &ayment details.) pecial re:uests.* +ates=discounts

$. Accounting proceduresduring arrival anddeparture

;ay include!$.% redit card payments$. &re-payments 8full payment9$.$ eposits 8partial payment9$.0 7ouchers and discount rates$." roup rates$.' +efunds$.) hecking of final guest accounts$.* &ayments for additional services such as phone calls,

meals, mini-bar

$.2 5ssuing of receipts$.%# end-bill arrangements

0. 5n tay or uring tay+e:uest

;ay include!0.% +oom hange +e:uest0. 6xtension of stay0. Upgrades0.$ pecial re:uest0.0 uest charges0." 3inancial transactions0.' uest :ueries

". Assistance withdeparture

;ay include!".% /rgani1ing transport". ;aking forward bookings".$ >uggage assistance

T+ - 3+/4T /3356 6+756 4 55 8Amended9 &romulgated ecember #%$ $)


40/63

T6A-/&-Q/-#%-3#*

EVIDENCE ,UIDE


Assessment re:uires evidence that the candidate!%.% emonstrated skills in processing arrivals and

departures for different types of guests withinenterprise acceptable time frames

%. emonstrated ability to check arrival details, allocate

rooms and inform concerned departments on specialarrangements in accordance with establishedstandards

%.$ emonstrated skills within an environment thatincludes industry-current front office e:uipment andtechnology in accordance with enterprise re:uirements

%.0 emonstrated interpersonal communication withothers in accordance with established standards

%." emonstrated ability to complete guest registration,departure and reporting documentation accurately inaccordance with established standards

. +e:uired ?nowledge .% Types of reports handled or generated by the frontdesk including! arrival and departure lists occupancy rates guest feedback summariesH and accounting reports

. 3ront desk security systems.$ +ange of needs and expectations of different types of

guests.0 +elationship between the front desk, typical

documentation received and issued in a receptiondesk context and other areas of operation includingDousekeeping, 3ood and


41/63


42/63

T6A-/&-Q/-#%-3#*

RAN,E OF VARIABLES

VARIABLE RAN,E

%. Transactions ;ay include!

%.% 3ood and beverage

%. ;ini-bar

%.$ >aundry and other services

%.0 5nter-departmental vouchers

. 3inancialiscrepancies

;ay include!

.% 5ncorrect posting

. 6rrors in guest folios

.$ omputer errors

.0 ystem glitches

." 5nterface errors between systems.' 6rrors in source documentation

$. +ecords and reports ;ay include!

$.% +oom rates

$. /ccupancy

$.$ Arrivals and departures

$.0 ales performance

$."


43/63

T6A-/&-Q/-#%-3#*

EVIDENCE ,UIDE


Assessment re:uires evidence that the candidate!%.% emonstrated ability to check and balance a range of

transactions following the standards procedures%. emonstrated ability to identify and rectify

discrepancies in accordance with establishedstandards

%.$ Articulated the night audit process impacts on overallfinancial management in accordance with establishedstandards

%.0 emonstrated skills on the use of current front officetechnology and e:uipment in accordance withenterprise re:uirements

. +e:uired ?nowledge .% 3inancial reporting cycles and procedures in a frontoffice context

. 5mportance of financial checking and reportingprocesses in the overall financial management of anestablishment

$. +e:uired kills $.% Typical financial control processes and procedures asthey apply to front office operations

$. 5dentification and rectification of typical variances anddiscrepancies

$.$ Auditing of transactions from several operating periods

0. +esource 5mplications The following resources should be provided!0.% urrent front office technology and e:uipment0. A range of transaction documentation typical of a

commercial accommodation establishment


ompetency in this unit may be assessed through!".% opies of records checked by the candidate". +eview of reports and documentation produced by the

candidate".$ /ral or written :uestions to assess knowledge of

processes and procedures

".0 +eview of portfolios of evidence and third partyworkplace reports of on-the-Bob performance by thecandidate

"." &roblem solving".' +ole plays".) imulation


'.% Assessment may be done in the workplace orsimulated workplace environment

T+ - 3+/4T /3356 6+756 4 55 8Amended9 &romulgated ecember #%$ 0%


44/63

T6A-/&-Q/-#%-3#*

UNIT OF COMPETENCY ? PROVIDE CLUB RECEPTION SERVICES

UNIT CODE ? TRS*12%+*

UNIT DESCRIPTOR ? This unit deals with the skills and knowledge re:uired tooffer reception services within a licensed club

environment.



%. &rovide information onclub services andprocess memberships

%.% Accurate advice and information on club servicesand facilitiesis provided to customers and clubmembers as re:uired according to establishedstandards

%. 'lub membership and club rulesare explained tothe public and members following the standardprocedures

%.$ ;embership application forms are clearly explainedand completely filled up in accordance with theenterprise re:uirements

%.0 ;embership records are checked and maintainedaccording to standard procedures

. ;onitor entry to club .% ;embership badges=cards are checked upon entry tothe club in accordance with established standards

. uests are assisted to Isign inJ accordance withgovernment and enterprise re:uirements

.$ ;embers and guests are checked to comply with dressand age regulationsin accordance with establishedpolicy and procedures

.0 isputes over entry to club are referred to security,supervisor or other relevant person according toenterprise policy



45/63

T6A-/&-Q/-#%-3#*

RAN,E OF VARIABLES

VARIABLE RAN,E

%. lub services andfacilities

;ay include!

%.% +estaurants and cafes

%. aming facilities

%.$ hows and attractions

%.0 &ri1e nights and special events

%." ames and sporting facilities

%.' ymnasiums and health facilities

%.) ;ember clubs and associations

%.* omputer rooms and internet facilities

%.2 ommunity courses and training programs

%.%# ;ember benefits

. lub membership andclub rules

;ay include!

.% lub particular re:uirements and legislativere:uirements of the locality

$. ress and ageregulations

;ay include!

$.% et down by particular clubs and according tolegislation of the locality

T+ - 3+/4T /3356 6+756 4 55 8Amended9 &romulgated ecember #%$ 0$


46/63

T6A-/&-Q/-#%-3#*

EVIDENCE ,UIDE


Assessment re:uires evidence that the candidate!%.% emonstrated ability to respond to in:uiries on and

explain the club@s facilities and services in accordancewith established standards

%. emonstrated ability to monitor entry to club accordingto established standards

. +e:uired ?nowledge .% ?nowledge of club and licensing laws in relation to entryre:uirements for customers and dress regulations

. ?nowledge of particular club membership rules,conditions, benefits and entitlements

$. +e:uired kills $.% ustomer service skills for dealing tactfully and politelywith customers

0. +esource 5mplications The following resources should be provided!0.% &roBect or work activities that enable the candidate to

apply club knowledge to specific operational situations0. urrent club guidelines, policies and procedures


ompetency in this unit may be assessed through!".% irect observation of the candidate interacting with

customers". +ole-play to assess ability to provide appropriate

customer service

".$ /ral and written :uestions on club facilities, rules andlegislative re:uirements

".0 +eview of portfolios of evidence and third partyworkplace reports of on-the-Bob performance by thecandidate

"." &roBect or work activities that enable the candidate toapply club knowledge to specific operational situations

'. ontext of Assessment '.% Assessment may be done in the workplace orsimulated workplace setting



47/63

T6A-/&-Q/-#%-3#*

UNIT OF COMPETENCY ? PROVIDE CONCIER,E AND BELL SERVICES

UNIT CODE ? TRS*12%1+

UNIT DESCRIPTOR ? This unit of competency deals with the knowledge,skills and attitudes in providing bell and concierge

services re:uired for handling guest arrival anddepartures, handling guest luggage and responding tore:uests for bell desk services.



%. Dandle guest arrivalsand departures

1.16xpected daily arrivals and departures and re:uests formaBor guest movements are reviewed and planned inaccordance with established standards

1.2uests are welcomed promptly on arrival and directed tothe appropriate area for registration

1.3uests with luggage are assisted in accordance withestablished procedures and safet% re)uirements

1./uests are escorted to rooms and where appropriatecourteously showed=explained theestablishment#room featuresin accordance withestablished procedures

. Dandle guest luggage .% uest luggage is safely transported and delivered tothe correct location within appropriate timeframes

. >uggage storage system is operated correctly and inaccordance with established procedures and securityre:uirements

.$ >uggage is marked and accurately stored to allow foreasy retrieval following the established procedures

.0 >uggage is placed correctly within the storage system

$. +espond to re:uest forconcierge services

$.% 'onciergeis provided promptly and in accordancewith establishment@s security and safety re:uirements

$. olleagues and other departments are liaised toensure effective response to concierge servicere:uests.

T+ - 3+/4T /3356 6+756 4 55 8Amended9 &romulgated ecember #%$ 0"


48/63


49/63

T6A-/&-Q/-#%-3#*

EVIDENCE ,UIDE


Assessment re:uires evidence that the candidate!%.% Dandled luggage services for guest arrivals and

departures according to established standardprocedures

%. ollected and transported guest luggage inaccordance with established procedures and securityre:uirements

%.$ &rovided bell desk services in accordance withestablishment@s security and safety re:uirements

%.0 howed and explained room features upon guest@sarrival following the standard procedures

%." emonstrated skills in interpersonal communicationwith others in accordance with established standards

. +e:uired ?nowledge .% ommunication skills. /ccupational health and safety procedures for luggage.$ ?nowledge of a range of typical bell desk services

.0 &rocedures and systems for the movement ofluggage

." 3eatures of luggage storage systems

$. +e:uired kills $.% Ability to provide courteous and friendly service toguests

$. Ability to safely handle luggage and use luggagestorage systems

0. +esource 5mplications The following resources should be provided!0.% urrent e:uipment and technology for moving baggage0. ;ultiple pieces of luggage

0.$


50/63

T6A-/&-Q/-#%-3#*

UNIT OF COMPETENCY ? PROVIDE CASHIERIN, SERVICES

UNIT CODE ? TRS*12%11+

UNIT DESCRIPTOR ? This unit deals with the skills and knowledge re:uiredto provide cashiering service of a 3ront /ffice

personnel.



%. &repare guest folio %.% heck with other departments of any unposted or latecharges. All unposted or late charges are posted in theproperty@s computeri1ed system.

%. uest folio is printed out and readied to be presentedto guest.

%.$ uest folio is presented to guest for review andapproval.

. ollect cash, cashe:uivalents or non-cash transactions

.% ash is accepted and counted in front of the customer.. redit cards or ebit cards is processed according to

enterprise standards..$ &ayment through accepted foreign currency is

processed according to property standards..0 Traveler@s check is processed according to property

standards.." /ther billing settlement is processed using property

standards.

$. &rocess receipts andpayments

$.% ash, cash e:uivalents or non cash transactionsreceived from guest is accurately processed accordingto property standards.

$. +eceipts are correctly issued and presented to guest.$.$ !ransactionsare recorded to guest account in the

computeri1ed system. hecked out guest is processedbased on property standards.

$.0 Transactions are expediently performed to thesatisfaction of guest and according to propertystandards.

0. +econcile financialtransactions at the endof the shift.

0.%


51/63

T6A-/&-Q/-#%-3#*

RAN,E OF VARIABLES

VARIABLE RAN,E

%. Transactions ;ay include!%.% redit card%. hecks%.$ ash payout%.0 &osting charges%." Account settlement%.' Auditing accounts%.) Accounts receivable%.* Accounts payable%.2 ebit cards%.%# eposits%.%% Advance payments%.% 7ouchers

%.%$ ompany harges%.%0 +efunds%.%" Traveler check%.%' 3oreign urrency%.%) /ther financial Transactions

. 4on-cash documents ;ay include!%.% 7ouchers%. &osting charges%.$ /ther financial transactions



52/63

T6A-/&-Q/-#%-3#*

EVIDENCE ,UIDE


Assessment re:uires evidence that the candidate!%.% emonstrated knowledge on enterprise policies on

guest and account management.%. emonstrated skills in interpersonal communication

with others in accordance with established standards%.$ emonstrated skills in numerical and financial

management skills.

. +e:uired ?nowledge .% ommunication.%.% 5nterpersonal skills.%. ommunication

. ?nowledge of revenue recognition..$ Understanding a computeri1ed cashiering system.

$. +e:uired kills $.% Ability to provide courteous and friendly service to

guests$. Ability to perform financial transactions and recording

the transaction in guest account.

0. +esource 5mplications The following resources should be provided!0.% urrent e:uipment and technology for cashiering0. ample receipts and forms.


ompetency in this unit may be assessed through!".% irect observation of the candidate

". /ral or written :uestions to assess knowledgecashiering functions.".$ +eview of portfolios of evidence and third party

workplace reports of on-the-Bob performance by thecandidate

".0 &roBect or work activities that allow the candidate todemonstrate financial transactions in guest account.

'. ontext of Assessment '.% Assessment may be done in the workplace orsimulated workplace setting

T+ - 3+/4T /3356 6+756 4 55 8Amended9 &romulgated ecember #%$ "#


53/63

SECTION % TRAININ, STANDARDS

These guidelines are set to provide the Technical and 7ocational 6ducation andTraining 8T76T9 providers with information and other important re:uirements to considerwhen designing training programs for Fo#" O55ic! S!ic!s NC II.

They include information on curriculum design, training delivery, trainee entryre:uirements, tools and e:uipment, training facilities, and trainers@ :ualifications, amongothers.

%.1 CURRICULUM DESI,N

Co/s! Ti"0!? FRONT OFFICE SERVICES NC L!!0? NC II

Nomi#a0 Tai#i# D/a"io#? 1' Ho/s (Basic) 2& Ho/s (Commo#)

&++ Ho/s (Co!)

Co/s! D!sci"io#?

This course is designed to enhance the knowledge, skills and attitude of 3ront/ffice personnel in accordance with industry standards. 5t covers the basic, common andcore competencies on receiving and processing reservations,operating a computeri1edreservation system,providing reception and accommodation services, conducting nightaudit,providing club reception services and providing porter services.

BASIC COMPETENCIES

U#i" o5Com!"!#c3 L!a#i# O/"com!s M!"=o7o0o3 Ass!ssm!#"Aoac=%. &articipate in

workplacecommunication

%.% /btain and conveyworkplace information

%. omplete relevant workrelated documents

%.$ &articipate in workplacemeeting and discussion

roupdiscussion5nteraction

emonstration/bservation5nterviews=Questioning

. (ork in a teamenvironment

.% escribe and identify teamrole and responsibility in ateam

. escribe work as a team

member

iscussion5nteraction


$. &ractice careerprofessionalism

$.% 5ntegrate personalobBectives withorgani1ational goals

$. et and meet workpriorities

$.$ ;aintain professionalgrowth and development

iscussion5nteraction


0. &racticeoccupationalhealth and

safety

0.% 6valuate ha1ard and risks0. ontrol ha1ards and risks0.$ ;aintain occupational

health and safetyawareness

iscussion&lant tourymposium

/bservation5nterview

T+ - 3+/4T /3356 6+756 4 55 8Amended9 &romulgated ecember #%$ "%


54/63

COMMON COMPETENCIES

U#i" o5Com!"!#c3

L!a#i# O/"com!s M!"=o7o0o3Ass!ssm!#"

Aoac=%. evelop and

update industry

knowledge

%.% 5dentify and access keysources of information on

the industry%. Access, apply and share

industry information%.$ Update continuously

relevant industry knowledge

>ectureroup

iscussion5ndividual=roupAssignment

5nterviews=Questioning

5ndividual=roup&roBect or+eport

. /bserveworkplacehygieneprocedures

.% &ractice personal groomingand hygiene

. &ractice safe and hygienichandling, storage anddisposal of food, beverageand materials

.$ 5dentify and respond to

hygienic risk.0 leaning and disinfectant

>ectureemonstration+ole-play

emonstration(ritten6xamination


$. &erformcomputeroperations

$.% 5dentify and explain thefunctions, general featuresand capabilities of bothhardware and software

$. &repare and use appropriatehardware and softwareaccording to taskre:uirement

$.$ &roduce accurate andcomplete data according to

the re:uirements$.0 ;aintain computer system

>ectureroupiscussionTutorial or self-pace


emonstration/bservation

0. &erformworkplace andsafety practices

0.% &ractice workplace safety,security and hygienesystems, processes andoperations

0. +espond appropriately tofaults, problems andemergency situations in linewith enterprise guidelines

0.$ ;aintain safe personalpresentation standards

>ectureemonstration+ole-playimulation

emonstration5nterviews=Questioning

(ritten6xamination

". &rovideeffectivecustomerservice

".% Apply effective verbal andnon-verbal communicationskills to respond to customerneeds

". &rovide prompt and :ualityservice to customer

".$ Dandle :ueries promptly andcorrectly in line withenterprise procedures

".0 Dandle customercomplaints, evaluation andrecommendations

>ectureemonstration+ole-playimulation

emonstration5nterviews=Questioning

/bservation



55/63

CORE COMPETENCIES

U#i" o5Com!"!#c3

L!a#i# O/"com!s M!"=o7o0o3Ass!ssm!#"

Aoac=

%. +eceive and

processreservations

%.% +eceive reservation

re:uest%. +ecord details of

reservation

%.$ Update reservations

%.0 Advise others onreservation details

>ecture

iscussionupervised5ndustryTraining 85T9

(ritten exam

5nterviewsQuestioning

imulation

emonstration

/bservation

Third party

+ole-play

. /perate acomputeri1edreservationssystem

.% omputeri1e reservationsystem is operated basedon property standards.

. reate and processreservations

.$ end and receivereservationcommunications

>ecture

iscussionupervised5ndustryTraining 85T9

(ritten exam

5nterviewsQuestioning

imulation

emonstration

/bservation

Third party

+ole-play

$. &rovide

accommodationreceptionservices

$.% &repare reception area for

guest arrival$. (elcome and register

guests

$.$ omputeri1e reservationsystem is operated

$.0 &erform Iuring tayJfunctions

$." /rgani1e guest departure

$.' &repare front office recordsand reports

>ecture

iscussion

upervised5ndustryTraining 85T9

(ritten exam

5nterviews

Questioning

imulation

emonstration

/bservation

Third party

+ole-play

0. onduct nightaudit

0.% &rocess internal financialtransactions

0. omplete routine recordsand reports

>ecture

iscussion

upervised5ndustryTraining 85T9

(ritten exam

5nterviews

Questioning

imulation

emonstration

/bservation

Third party

+ole-play

T+ - 3+/4T /3356 6+756 4 55 8Amended9 &romulgated ecember #%$ "$


56/63


57/63

%.2 TRAININ, DELIVERY

The delivery of training should adhere to the design of the curriculum. eliveryshould be guided by the %# basic principles of competency-based T76T.

The training is based on curriculum developed from the competencystandardsH

>earning is modular in its structureH Training delivery is individuali1ed and self-pacedH Training is based on work that must be performedH Training materials are directly related to the competency standards and the

curriculum modulesH Assessment is based in the collection of evidence of the performance of

work to the industry re:uired standardH Training is based both on and off-the-Bob componentsH Allows for recognition of prior learning 8+&>9 or current competenciesH Training allows for multiple entry and exitH and Approved training programs are 4ationally Accredited

The competency-based T76T system recogni1es various types of delivery modes,both on and off-the-Bob as long as the learning is driven by the competency standardsspecified by the industry. The following training modalities may be adopted whendesigning training programs!

The duali1ed mode of training delivery is preferred and recommended.Thus programs would contain both in-school and in-industry training orfieldwork components. etails can be referred to the ual Training ystem8T9 5mplementing +ules and +egulations

;odular=self-paced learning is a competency-based training modalitywherein the trainee is allowed to progress at his own pace. The trainer Bustfacilitates the training delivery

&eer teaching=mentoring is a training modality wherein fast learners aregiven the opportunity to assist the slow learners

upervised industry training or on-the-Bob training is an approach intraining designed to enhance the knowledge and skills of the traineethrough actual experience in the workplace to ac:uire specificcompetencies prescribed in the training regulations

istance learning is a formal education process in which maBority of theinstruction occurs when the students and instructor are not in the sameplace. istance learning may employ correspondence study, audio, videoor computer technologies

%.% TRAINEE ENTRY REQUIREMENTS

Trainees or students wishing to gain entry into this course should possess thefollowing re:uirements!

can communicate in 6nglish both in the oral and written formH and can perform basic mathematical computation.

This list does not include specific institutional re:uirements such as educationalattainment, appropriate work experience, and others that may be re:uired of the traineesby the school or training center delivering the T76T program.

T+ - 3+/4T /3356 6+756 4 55 8Amended9 &romulgated ecember #%$ ""


58/63

%.& LIST OF TOOLS AND EQUIPMENT


+ecommended list of tools, e:uipment and materials for the training of a minimumof " trainees for 3ront /ffice ervices 4 55 are as follows!

TOOLS EQUIPMENT MATERIALSQTY QTY QTY

% pc. redit ard7oucher holder

units omputer 8withreservation system9and printer

% >og book

units


59/63

%.* TRAININ, FACILITIES

earning +esource enter$ x " m. %" s:. m. %" s:. m.

3acilities=6:uipment=irculation Area

% s:. m.

To"a0 evel 5 in 3ront

/ffice ervices 4 55

;ust have at least two years in industry experience or any 3/ related works

K/ptional. /nly when re:uired by the hiring institution

;ust be a computer literate

%.- INSTITUTIONAL ASSESSMENT

5nstitutional assessment is undertaken by trainees to determine their achievementof units of competency. A certificate of achievement is issued for each unit of competency.

T+ - 3+/4T /3356 6+756 4 55 8Amended9 &romulgated ecember #%$ ")


60/63

SECTION & NATIONAL ASSESSMENT AND CERTIFICATION ARRAN,EMENTS

0.% To attain the 4ational Qualification of FRONT OFFICE SERVICES NC II, thecandidate must demonstrate competence covering all the units of competencylisted in ection %. uccessful candidates shall be awarded a 4ational ertificate

signed by the T6A irector eneral.

0. The :ualification for FRONT OFFICE SERVICES NC II may be attained throughdemonstration of competence covering all the re:uired core units of :ualification.

0.$ Assessment shall focus on the core units of competency. The basic and commonunits shall be integrated or assessed concurrently with the core units.

0.0 The following are :ualified to apply for assessment and certification!

0.0.% raduates of formal, non-formal and informal including

enterprise- based training programs0.0. 6xperienced workers 8wage employed or self employed9

0." The guidelines on assessment and certification are discussed in detail in the"Procedures Manual on Assessment and Certification" and "Guidelines on themplementation of the Philippine !#! $ualification and Certification S%stem(PTQCS).

T+ - 3+/4T /3356 6+756 4 55 8Amended9 &romulgated ecember #%$ "*


61/63

T+ - 3+/4T /3356 6+756 4 55 8Amended9 &romulgated ecember #%$ "2


62/63

DEFINITION OF TERMS

CONCIER,E E a front office section taking charge of guest in:uiries,re:uests and complaints.

FRONT OFFICE A,ENT E a front office staff in-charge of accepting hotelreservationsH registering and checkingEout guestHhandling guest in:uiries, re:uest and complaints and3./. ashiering.

RESERVATION E the process of re:uesting for room accommodation inadvance in a hotel or other commercial establishment.

ELECTRONIC :EY CARD E a computer generated electronic card used as guest

room key.

BAC:$OF$THE$HOUSE - non-guest contact departments such asAccounting=3inance

PROPERTY STANDARDS $ based according to the hotel, hotel school, traininginstitution or similar=related commercial establishment.

T+ - 3+/4T /3356 6+756 4 55 8Amended9 &romulgated ecember #%$ '#


63/63

ACKNOWLEDGEMENTS

The Technical 6ducation and kills evelopment Authority 8T6A9 wishes toextend thanks and appreciation to the many representatives of business, industry,academe and government agencies who donated their time and expertise to thedevelopment and validation of these Training +egulations.

REVIEW PANEL

SANTOS BUENVENIDA ANABELLE O. MORENO&rofessor hairTourism epartment Tourism 5ndustry

TR Front Office Services NC II11

Documents

Transcript of TR Front Office Services NC II11