Ebook Vietnam tourism occupational standards – Front office operations: Part 1

VTOS for front office operations cover all front office jobs from front office clerk to Front office manager. The VTOS front office standards have also taken account of local hotel operations. The front office is the public face of the hotel and provides services to guests including greeting, welcoming, checking in and looking after their needs during their stay.

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Hanoi, 2015

VIETNAM TOURISM OCCUPATIONAL STANDARDS FRONT OFFICE

OPERATIONS

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ACKNOWLEDGEMENTS

The Vietnam Tourism Occupational Standards for Front Office Operations were developed by the EU-funded

“Environmentally & Socially Responsible Tourism Capacity Development Programme” (ESRT Programme) on behalf of Ministry of Culture, Sports and Tourism/Vietnam National Administration of Tourism

The content was developed by a team of international and local experts with support from technical working groups, government departments, the tourism industry and local colleges

ESRT would sincerely like to thank all individuals and groups for their valued contributions to the development of these materials with special mention to the

• Ministry of Culture, Sports and Tourism (MCST)

• Ministry of Labour, Invalids and Social Affairs (MOLISA)

• Ministry of Education and Training (MOET)

• Vietnam National Administration of Tourism (VNAT)

• Vietnam Tourism Certification Board (VTCB)

• Hotel and Travel Associations and members

• Delegation of the European Union to Vietnam

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ITEM DEFINITION

Assessment The process of making judgements about the extent to which a candidate’s work

meets the assessment criteria for a qualification or unit, or part of a unit

Assessment criteria Assessment criteria list the performance/skills and knowledge and understanding

that need to be assessed

Assessment methods VTOS allows a variety of assessment methods that are appropriate for different

types of performance or knowledge

Assessor An experienced person who is qualified to assess the performance of the candidate

and usually from the same area of work, e.g Front Office Supervisor

Assessor guide A guide for assessors on how to assess the candidate and how to record and

document the candidate performance and knowledge

Attitudes/behaviours Attitudes and behaviours impact on the quality of work performance and so these

are important aspects of ‘being competent.’ Attitudes and behaviours describe the general ways in which individuals go about achieving the outcomes

Certification The award of a certificate or diploma to a candidate based on assessment of

performance

Competency Competency is the ability to apply specific skills, knowledge and behaviours/attitudes

necessary to fulfil the job requirements satisfactorily

Core units Core units include basic competencies that all employees must possess

(e.g communication skills)

Functional units Functional (technical/professional) units relate to the hospitality or tourism job itself

Generic units Generic competencies are those competencies that are common to a group of jobs

such as cookery or travel

Management units These are the generic competencies for roles in an organization that involve

managing, supervising or influencing the work of others in some way

Standards Occupational standards define the knowledge, skills and attitudes/behaviours

(competence) required for effective workplace performance

Unit of competence A unit is the smallest part of a qualification can be certified individually

GLOSSARY

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CONTENTS

III DETAILED STANDARDS 21

FOS1.1 UNIT TITLE: RECEIVE AND PROCESS RESERVATIONS 21

FOS1.2 UNIT TITLE: PROVIDE CHECK IN AND REGISTRATION SERVICES 24

FOS1.3 UNIT TITLE: PROVIDE GUEST SERVICES 26

FOS1.4 UNIT TITLE: PROVIDE CHECKOUT SERVICES 28

FOS1.5 UNIT TITLE: PROVIDE BELL BOY AND PORTER SERVICES 31

FOS2.1 UNIT TITLE: OPERATE AN ONLINE RESERVATION SYSTEM 33

FOS2.2 UNIT TITLE: PROVIDE TELEPHONE AND IT SERVICES 35

FOS2.3 UNIT TITLE: USE PROPERTY MANAGEMENT SYSTEMS 37

FOS2.4 UNIT TITLE: PROVIDE CONCIERGE SERVICES 41

FOS3.1 UNIT TITLE: CONDUCT A NIGHT AUDIT 44

FOS3.2 UNIT TITLE: MONITOR FRONT OFFICE OPERATIONS 47

HRS3 UNIT TITLE: CONDUCT A STAFF PERFORMANCE REVIEW 50

HRS7 UNIT TITLE: PROVIDE ON-THE-JOB COACHING 53

HRS8 UNIT TITLE: DELIVER A GROUP TRAINING SESSION 56

HRS9 UNIT TITLE: QUALITY ASSURE WORK IN YOUR TEAM 59

HRS10 UNIT TITLE: PLAN, ALLOCATE AND MONITOR WORK OF A TEAM 62

FMS4 UNIT TITLE: PREPARE AND ANALYSE FINANCIAL STATEMENTS AND REPORTS 66

GAS5 UNIT TITLE: PLAN, MANAGE AND CONDUCT MEETINGS 69

FOS4.1 UNIT TITLE: MANAGE REVENUE 72

FOS4.2 UNIT TITLE: MANAGE FRONT OFFICE OPERATIONS 74

GAS6 UNIT TITLE: MANAGE DAILY OPERATIONS 77

FMS1 UNIT TITLE: PREPARE BUDGETS 79

RTS4.8 UNIT TITLE: APPLY RESPONSIBLE TOURISM TO ACCOMMODATION SERVICES 82

HRS1 UNIT TITLE: IDENTIFY STAFF DEVELOPMENT NEEDS 86

ACKNOWLEDGEMENTS 5

GLOSSARY 6

CONTENTS 7

I INTRODUCTION 9

VTOS DEVELOPMENT METHODOLOGY 9

VTOS LEVELS AND QUALIFICATIONS 10

VTOS COMPETENCY UNITS 11

UNIT STRUCTURE 12

II FRONT OFFICE OCCUPATIONS 14

LIST OF UNITS OF COMPETENCE 15

FRONT OFFICE OPERATIONS QUALIFICATIONS 17

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HRS4 UNIT TITLE: INITIATE AND FOLLOW DISCIPLINARY PROCEDURES 89

HRS5 UNIT TITLE: RECRUIT, SELECT AND RETAIN STAFF 92

HRS6 UNIT TITLE: HANDLE STAFF GRIEVANCES AND RESOLVE PROBLEMS 96

HRS11 UNIT TITLE: IMPLEMENT OCCUPATIONAL HEALTH AND SAFETY PRACTICES 99

CMS1 UNIT TITLE: MANAGE QUALITY SERVICE AND CUSTOMER SATISFACTION 102

GAS2 UNIT TITLE: OPTIMISE EFFECTIVE USE OF TECHNOLOGY 106

GAS3 UNIT TITLE: ESTABLISH POLICIES AND PROCEDURES 109

COS1 UNIT TITLE: USE THE TELEPHONE IN THE WORKPLACE 112

COS2 UNIT TITLE: WORK EFFECTIVELY WITH OTHERS 114

COS3 UNIT TITLE: COMPLETE ROUTINE ADMINISTRATIVE TASKS 116

COS4 UNIT TITLE: USE ENGLISH AT A BASIC OPERATIONAL LEVEL 119

COS5 UNIT TITLE: MAINTAIN INDUSTRY KNOWLEDGE 121

COS6 UNIT TITLE: PROVIDE BASIC FIRST AID 123

COS7 UNIT TITLE: PROVIDE SAFETY AND SECURITY 126

COS8 UNIT TITLE: RESPOND TO EMERGENCIES 129

COS9 UNIT TITLE: APPLY INFORMATION AND COMMUNICATION TECHNOLOGY KNOWLEDGE 132

COS10 UNIT TITLE: USE COMMON BUSINESS TOOLS AND TECHNOLOGY 134

GES1 UNIT TITLE: PREPARE FOR WORK 136

GES2 UNIT TITLE: RECEIVE AND RESOLVE COMPLAINTS 139

GES3 UNIT TITLE: CLOSE DOWN THE SHIFT 141

GES4 UNIT TITLE: PROCESS FINANCIAL TRANSACTIONS 143

GES6 UNIT TITLE: PROMOTE AND SELL PRODUCTS AND SERVICES 145

GES7 UNIT TITLE: MAINTAIN DOCUMENT FILING AND RETRIEVAL SYSTEMS 147

GES9 UNIT TITLE: DEVELOP GUEST RELATIONSHIPS 149

GES10 UNIT TITLE: PREPARE AND PRESENT REPORTS 151

GES12 UNIT TITLE: APPLY RESPONSIBLE TOURISM PRINCIPLES 154

GES13 UNIT TITLE: MONITOR FACILITIES AND OPERATIONS TO ENSURE CHILD PROTECTION 156

GES15 UNIT TITLE: DEAL WITH INTOXICATED AND UNAUTHORIZED PERSONS 159

GES16 UNIT TITLE: PREPARE BUSINESS DOCUMENTS IN ENGLISH 161

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I INTRODUCTION

With the aim to help meet the needs for a qualified workforce for the tourism industry in Vietnam, the EU-funded, Environmentally & Socially Responsible Tourism Capacity Development Programme (ESRT) was tasked to revise the Vietnam Tourism Occupational Skills Standards (VTOS) which were originally developed under the EU-funded Human Resource Development in Tourism Project (HRDT) The revised VTOS have been developed and benchmarked against international occupational standards and ASEAN Common Competency Standards for Tourism Professionals (ACCSTP) and will satisfy the requirements of the ASEAN Mutual Recognition Arrangement for Tourism Professionals (MRA-TP)

Occupational Standards refer to the agreed minimum best practice for jobs in the tourism/hospitality industry, and include the statutory (legal, health, safety, security) requirements They specify what a person should know and do, as well

as the way they do their work, in order to carry out the functions of a particular job in the context of the work environment VTOS covers two major divisions within the tourism sector (hospitality and travel) with six key occupational areas in line with ASEAN: Hospitality Division (Front Office Operations, Housekeeping Operations, Food & Beverage Service, Food

Preparation) and Travel Division (Travel & Tour Operations, Tour Guiding) VTOS also includes four specialist areas (Hotel Management, Small Accommodation Operations, On-site Tour Guiding, and Tourist Boat Service) to meet the unique requirements of Vietnam tourism industry

VTOS units of competence have been grouped to provide a range of industry-relevant qualifications/job titles from basic to advanced levels and also a number of diplomas suitable for college teaching, therefore making it relevant for the industry and the formal education sector

VTOS can be used by:

Hospitality and travel companies to set a standard for how the work of their employees should be completed VTOS units can be used for training staff in the key skills and job functions for a range of skills In addition VTOS can be used to assess the performance of staff against the standards Organizations can arrange to register their staff with an assessment centre to formally recognise or assess their skills and gain a certificate

Colleges and training organisations to design their hospitality or tourism curriculum VTOS clearly specifies the skills, knowledge and behaviours required for particular jobs in the industry VTOS units can be compiled to provide a curriculum for a range of education and training courses or programmes

VTOS DEVELOPMENT METHODOLOGY

VTOS was prepared by conducting a detailed functional analysis of hospitality and tourism jobs with a technical working group of industry experts to identify the key competencies needed for jobs for the tourism sector The functional analysis provides an accurate and detailed separation of the functions which have to be carried out in order to achieve the key purpose of the sector, occupation or area of work

A review of Vietnam tourism qualifications and occupational standards has been conducted via a national Training Needs Assessment (TNA) The outcome of the TNA identified areas of skills shortages and defined skills requirements and competencies that will be required of tourism professionals

Six occupational areas identified by ASEAN and the previous Vietnam Tourism Occupational Skills Standards were then used as a baseline to verify the findings of the functional analysis, and the competencies identified by the Technical Working Groups were then benchmarked against international standards to ensure any gaps were filled

The VTOS were then developed using an international occupational standards approach which developed the contents

of the standards as competencies in a format compatible with ASEAN The units of competence include a unit title, the performance criteria, knowledge requirements, conditions of performance and variables, assessment criteria, assessment methods and references to ACCSTP These competencies were then grouped into levels according to the ASEAN definition.VTOS units of competence were prepared by a team of international and Vietnamese subject experts The units were reviewed by Technical Working Groups comprising industry practitioners and vocational trainers from local institutions Feedback from these consultations have been incorporated, revised into the standards, and a selection of units have been piloted with trainees to ensure the level and content was appropriate for the job areas identified

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VTOS consists of five qualification levels in six key occupational areas

Level 5 (Advanced Diploma 5) Sophisticated, broad and specialised competence with senior management

skills; Technical, creative, conceptual or managerial applications built around competencies of either a broad or specialised base and related to a broader organisational focus

Level 4 (Diploma 4) Specialised competence with managerial skills; Assumes a greater theoretical

base and consists of specialised, technical or managerial competencies used to plan, carry out and evaluate work of self and/or team

Level 3 (Certificate 3) Greater technical competence with supervisory skills; More sophisticated

technical applications involving competencies requiring increased theoretical knowledge, applied in a non-routine environment and which may involve team leadership and increased responsibility for outcomes

Level 2 (Certificate 2) Broad range of skills in more varied context with more responsibilities; Skilled

operator who applies a broad range of competencies within a more varied work context and capable for working in groups, working independently in some cases and taking a significant responsibility for their own work results and products

Level 1 (Certificate 1) Basic, routine skills in a defined context; A base operational qualification that

encompasses a range of functions/activities requiring fundamental operational knowledge and limited practical skills in a defined context

VTOS LEVELS AND QUALIFICATIONS

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Abbreviations for group of units

CMS Customer Service & Marketing Management

GAS General Administration Management

VTOS COMPETENCY UNITS

VTOS is structured in units of competence using a modular format so that it is flexible and easily adapted for different jobs, personnel and qualifications It is suitable for use in small to medium enterprises, large hotels, tour operator and travel companies, as well as for use in colleges and educational institutions It can be used as the basis for curriculum in colleges

In addition, VTOS includes units on Responsible Tourism suitable for a range of jobs from all occupations In this way, VTOS has been developed with the flexibility required for a fast-growing tourism industry as well as the breadth required for a range of technical and highly professional jobs at a number of levels from entry level up to Senior Management level.VTOS consists of a range of units of competence that specify particular skills, knowledge and behaviours/attitudes necessary

to fulfil the job requirements satisfactorily Each job will consist of a blend of functional, core and generic units

• Functional (technical/professional)competencies are specific to roles or jobs within the tourism industry, and include the specific skills and knowledge (know-how) to perform effectively (e.g food service, tour guiding etc.)

• Core (common) competencies include the basic skills that most employees should possess (e.g., working with others, language and IT skills) These competencies are essential for anyone to do their job competently

• Generic (job related) competencies are those competencies that are common to a group of jobs They often include general job competencies that are required in a number of occupations (e.g., health & safety), as well as job specific competencies that apply to certain occupations more than others (e.g., close the shift)

• Management competencies are the generic competencies for roles in an organization that involve managing, supervising or influencing the work of others in some way They may be specific to a job role (supervise housekeeping operations) or general to any supervisory/management role (arrange purchase of goods and services etc.)

• Responsible tourism competencies are the specific skills required for the operation and management in the organisation for the enhancement of the quality of services and products towards a sustainable tourism development, operations and products of responsible tourism

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Unit Section Description Example

Unit Number • Number of the unit e.g FOS1.3 is Front

Office Operations Standard, Level 1, Unit 3

FOS1.3

Unit Title • Title of the Unit PROVIDE GUEST SERVICES

Unit Descriptor • Summary or overview of the unit This unit describes the competencies required

by front office staff to interface of with guests

in a number of varied situations, responding to their requirements and expectations with cultural and professional sensitivity to satisfy needs and resolve problems

Elements • Units are divided into two or more

elements that describe the activities the person has to carry out

• Elements can provide structure to a complex function and break up long lists of Performance Criteria by presenting them

in logical sections

E1 Handle questions and requestsE2 Process safety deposit boxesE3 Exchange foreign currencyE4 Handle guest disbursements

E1 Handle questions and requests

P1 Answer guest questions and enquiries promptly and courteously and take personal responsibility for finding the answersP2 Assist guests in making bookings for restaurants, conferences or banquets etcP3 Compile a dossier of information commonly requested or likely to be asked for

P4 Prepare local contact numbers and contact details for guest use

P5 …

Knowledge

Requirements • Units of competence include essential underpinning knowledge that enables the

work to be done with understanding

• Knowledge includes understanding of facts, principles and methods which ensure that the person who measures up

to the standard can be effective in other organisations, related job roles and work contexts and be better placed to deal with the unusual or unexpected

• Each knowledge item will normally be assessed by oral or written questioning

K1 Explain the benefits and alternatives for airline travel and associated travel means such as trains, buses and taxis

K2 Explain the procedure for travel reservations, confirmations and how to enquire about regarding flight statusK3 Describe the procedures for issuing, allowing access to and closing a safety deposit box

K4 Describe the steps in exchanging currency for a guest

UNIT STRUCTURE

The VTOS units of competence comprise the following:

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• Rather than include these differences in the performance criteria, the range of variables will identify different types of activities and conditions under which the performance could take place

4 Cash disbursements may include:

• Paid-out as a reverse cash transaction in the cash account folio debiting the guest account

• A cash receipt docket signed by the guest and retained in the folio bin

• In certain establishment supervisory authorisation may be required for such transactions with limits applying

Assessment

Guide This section specifies the of evidence needed to show that the trainee/ amount and type

learner has met the standards specified in the performance criteria and in all the

circumstances defined in the evidence of achievement

• Evidence of the candidate’s performance, knowledge, understanding and skills needs

to be recorded and examined for quality control purposes

• This is often presented in a folder known

as a portfolio of evidence or in a passbook

• Assessment needs to be cost effective and time efficient to be sustainable

• All assessment needs to be internally verified by an assessment centre to ensure

it is valid, current, rigorous and objective

Evidence of the following is required:

1 At least three different requests or issues handled accurately and satisfactorily

2 At least two safety deposit boxes issued according to procedures

3 At least three foreign currency transactions handled accurately according to procedures

4 At least two guest disbursements made according to procedures

Assessment must ensure:

• Access to an actual workplace or simulated environment

• Access to office equipment and resources

• Documentation of guest transactions as evidence of performance

Assessment

Methods The main assessment methods for VTOS include:

• Assessors observing trainees at work (or,

in some cases, under realistic simulated conditions)

• Trainees supplying examples of records and documents that show they work to the standard

• Line managers and supervisors providing statements about the trainee’s work

• Candidate answering questions from their assessors or completing written tests

This unit may be assessed on or off the job

• Assessment can include evidence and documentation from the workplace or through a simulation activity, supported by

a range of methods to assess underpinning knowledge

• Assessment must relate to the individual’s work area or area of responsibility

The following methods may be used to assess:

• Case studies

• Observation of practical candidate performance

• Oral and written questions

• Documentation from the workplace

References • Cross-reference to the relevant standard from (ASEAN Common Competency

Standards for Tourism Professionals), if available

DH1.HFO.CL2.03 1.8, 3.6, 4.2

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II FRONT OFFICE OPERATIONS

VTOS for Front Office Operations cover all front office jobs from Front Office Clerk to Front Office Manager The VTOS front office standards have also taken account of local hotel operations

The Front Office is the public face of the hotel and provides services to guests including greeting, welcoming, checking in and looking after their needs during their stay It provides a range of services including reservations, reception services, information and financial transactions, concierge, bell services and liaison between guests and other departments, especially with housekeeping, food and beverage, and security departments Although the organisational structure of the hotel’s front office varies depending upon whether the facility is a small business or a large resort, certain roles are found within all organizations

Typical jobs include: Front Office Manager, Front Desk Supervisor, Night Auditor, Receptionist, Front Office Clerk/Agent, Guest Services Officer, Telephone Operator, Concierge and Bell Boy

Front Office Manager, Rooms Division Manager or Front Desk Supervisor oversees all front office operations for the hotel They manage staff, arrange work schedules and implement policies or procedures that are administered by hotel management

Reservation Clerks communicate with guests via the telephone and Internet, scheduling their stays and documenting any special needs they may have

Front Desk Clerks or Guest Service Officers check in guests, assign rooms and answer any basic questions or requests the guests may have throughout their stay At the end of the guests’ stay, a front desk clerk checks them out In addition, the clerk reports any concerns the guest had to management

Hotel Bellhop/Bellboy or Porter greets guests once they checked into the hotel This individual carries the guests’ luggage while showing them to their room Ensuring that everything in the room is in order and properly working, the porter checks room equipment, such as lighting and ventilation He may also instruct visitors in the operation of hotel systems, such as the television remote control and telephones

Concierge of a hotel is a front office professional who coordinates guests’ entertainments, travel and other activities

In addition, they may make restaurant reservations, order transport and may even arrange personal shopping for the guests

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LIST OF UNITS OF COMPETENCE

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Ref Unit No Unit Title Levels Core Generic

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FRONT OFFICE OPERATIONS QUALIFICATIONS

CFO1 - Certificate in Front Office Level 1 (15 Units)

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CFO2 - Certificate in Front Office Level 2 (22 Units)

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CFOS3 - Certificate in Front Office Supervision Level 3 (26 Units)

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DFOM - Diploma in Front Office Management Level 4 (22 Units)

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III DETAILED STANDARDS

FOS1.1 UNIT TITLE: RECEIVE AND PROCESS RESERVATIONS

UNIT DESCRIPTOR

This unit describes the competencies required to make a reservation for a room accurately, update reservation status for the property, modify, cancel a reservation and allocate rooms where appropriate using the correct room rates, guarantee policies, MOP, and guest profiles

E1 Taking a reservation

P1 Take details of reservation accurately

and completely

P2 Confirm the availability or non-availability of the

requested rooms

P3 Complete reservation and record information

E2 Modify a reservation

P4 Locate the original reservation

P5 Accept or reject the modification request

P6 Follow up the modification request with a

formal confirmation

E3 Cancel a reservation

P7 Locate the original reservationP8 Accept the cancellation request and advise if any charges incurred in the booking conditionsP9 Follow up the cancellation request with formal notice

E4 Allocate rooms

P10 Decide if rooms need to be allocated or notP11 Allocate rooms in accordance with numbers, special requests, ease of servicing or guest amenities

P12 Arrange for room changes, upgrades and extensions of stay

P13 Create a printout of allocated rooms for easy reference at check-in

ELEMENTS AND PERFORMANCE CRITERIA

K1 Describe the making of a reservation from start

to finish

K2 Describe the complete process for modifying a

reservation in a variety of situations

K3 Describe the complete process for cancelling a

reservation in a variety of situations

K4 Describe the process of handling same-day

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1 The way in which reservations may be

received may include:

• Telephone

• Facsimile

• Mail

• Face-to-face

• Online through website or online booking

company (e.g booking.com)

3 Taking a reservation normally includes:

• Establish the dates of stay required

• Establish the number of rooms required and

the types of room

• Establish the number of guests and their

disposition in the room(s)

• Confirm the availability or non-availability of the

requested rooms

• Create a waiting list and monitor its

management

• Establish the name of the reservation

whether a company name or an individual

• Retrieve guest profile if guest has stayed

before (stay reference, blacklist,

memberships)

• Ask the customer for the reservation

requirement details and quote the appropriate

room rate

• Ask for the supplementary reservation details

and establish a method of guarantee

• Confirm all the reservation details back to the

customer and give a booking reference

• Finish the reservation communication

appropriately

• Complete reservation details by entering all

aspects into the system whether manual or

5 Modification procedure could include:

• Locate the original reservation and confirm that

it refers to the same request for modification

• Establish what the modification is

• Verify if the modification can be made

• Accept the modification if possible and any changes to the booking conditions

• If the modification cannot be accommodated, explain that this cannot be done

• Obtain the reference (name and authority) of the person making the modification

• Follow up the modification with formal notice

6 Cancellation of a reservation could include:

• Locate the original reservation and confirm that

it refers to the same request for cancellation

• Establish why the cancellation occurred if possible

• Accept the cancellation and advise if any charges incurred in the booking conditions

• Obtain the reference (name and authority) of the person making the modification

• Follow up the modification with formal notice of this in certain cases

• For same day, non-guaranteed reservations, obtain listing of non-guaranteed reservations

• Verify for extenuating conditions such as inclement weather, delayed flights, company booking or regular guests

• Seek supervisory guidance if in doubt

• Take reservation off arrivals list and file cancellation in appropriate file

• Contact no-show of non-guaranteed reservations where feasible

CONDITIONS OF PERFORMANCE AND VARIABLES

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Evidence of the following is required:

1 Two occasions of accurately taking a reservation

Assessment must ensure:

• Access to an actual workplace or simulated

environment

• Documentation of reservation processes as

evidence of performance

A range of assessment methods should be used

to assess practical skills and knowledge The following examples are appropriate for this unit:

• Practical exercises that reflect the workplace use of the computerized or manual reservation system in use

• Role plays/simulation exercises

• Third party reports completed by a supervisor

• Project and assignment work

Guest Service Agent, Receptionist, Reservation

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FOS1.2 UNIT TITLE: PROVIDE CHECK IN AND REGISTRATION SERVICES

UNIT DESCRIPTOR

This unit describes the competencies required to check in guests that have reservations or are walk-ins It deals with registration with hotel and local authorities, room allocations and securing guarantee of payment for individuals, VIPs or groups in a professional and courteous manner

E1 Check in a guest and secure payment

P1 Acknowledge all guests who approach the

reception desk

P2 Retrieve and reconfirm the reservation details

P3 Complete guest registration details and confirm

payment arrangement

P4 Allocate a suitable room according to the

reservation requirements

P5 Issue the room key and introduce hotel

facilities, services or additional information

P6 Arrange porter service if required

P7 Complete check in process

E2 Handle VIP arrivals

P8 Observe and analyse the VIP reportP9 Block off rooms for VIPs and prepare paperwork, room set up

P10 Inform appropriate persons and departments

K1 Describe the registration process for a guest

who has a reservation from entrance to

dispatch to the room

K2 Describe how any guest account may be

settled, the criteria governing each and the

steps to be taken on check in and registration

K3 Describe the types of card and the process

used in transacting a settlement both

mechanically and electronically

K4 Describe the process of dealing with a VIP arrival

K5 Describe the check-in process for groupsK6 Describe the process when checking a guest in with no reservation

K7 Describe and demonstrate the assigning of a room and the ensuring issuance of a key and key card

KNOWLEDGE REQUIREMENTS

1 Checking in the guest should include:

• Welcome all guests who approach the

reception desk and if carrying baggage ask if

they wish to have porterage service

• Confirm the guest name and retrieve it if they

have, confirming the room type, reservation

number and duration of stay

• Request the guest to complete and sign the

• Handle guests who have reservation but whose room is not yet ready

• Establish if the guest is a member of a flyer

or loyalty program where applicable, or if not, whether they wish to join

• Establish their method of final settlement and secure this

• Give information about the hotel and their stay,

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2 Securing payment would include:

• Establishing how the guest will settle

• Types of settlement

• Criteria governing payment guarantees

3 Processing credit cards would include:

• Checking a card’s validity

• Credit, charge and debit cards

• Mechanical card transaction

• Computerised card transaction

4 Handling VIPs would include:

• Observe and analyse the VIP report so that preparations can be made

• Block off rooms for VIPs as soon required to ensure their availability and preparation

• Inform all departments that will be implicated in good time

• Prepare paperwork and check-in details in advance

• Inform the General or Duty manager depending on the grade of VIP

• Greet the VIP by name and ask to sign the registration form

• Issue the key

1 Two occasions of accurately checking in a guest

with a booking and a group booking

2 Two occasions of accurately checking in a

‘walk-in’ guest without a reservation

3 Two occasions of handling different payment

methods

4 One occasion of checking in a VIP guest

environment

• Application of policies and procedures in

relation to dealing with guests and processing

guest stays

• Demonstration of appropriate inter-personal,

communication, negotiation, dispute

resolution and conflict management skills

• Internal accommodation reception records and

documentation are updated accordingly

Assessment must ensure actual or simulated workplace application of check in reception duties The following methods may be used to assess this unit:

• Role plays

• Case studies

Guest Service Agent, Receptionist, Front Desk Clerk,

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FOS1.3 UNIT TITLE: PROVIDE GUEST SERVICES

UNIT DESCRIPTOR

This unit describes the competencies required by front office staff to interface of with guests in a number of varied situations, responding to their requirements and expectations with cultural and professional sensitivity to satisfy needs and resolve problems

E1 Handle questions and requests

P1 Answer guest questions and enquiries

promptly and courteously and take personal

responsibility for finding the answers

P2 Assist guests in making bookings for

restaurants, conferences or banquets etc

P3 Compile a dossier of information commonly

requested or likely to be asked for

P4 Prepare local contact numbers and contact

details for guest use

P5 Use common search engines and bookmark

selections of relevant web pages for future

reference

E2 Process safety deposit boxes

P6 Issue a deposit box form to the guest for

completion

P7 Allocate a suitable safety box and allow the

guest to insert valuable items for safekeeping

P8 Lock the box and hand key to guest

P9 Store the deposit form in the designated area

P10 Allow the guest access to the box using their

key and with their signature on the form

E3 Exchange foreign currency

P11 List the currencies accepted for exchange and post the exchange rates prominently

P12 Verify the guest is a resident of the hotel before exchanging currency

P13 Calculate the value of the exchangeP14 Issue an exchange receipt and obtain guest’s signature

P15 Issue one copy to the guestP16 Issue the relevant amount of currency

E4 Handle guest disbursements

P17 Respond to requests for cash advances by guests to be charged to their credit folioP18 Establish credit-worthiness with a guaranteed and authorised credit card, cash balance in credit or secure VIP status

P19 Prepare and issue cash receipt docket signed

by the guest and retained in the folio bin

K1 Explain the benefits and alternatives for airline

travel and associated travel means such as

trains, buses and taxis

K2 Explain the procedure for travel reservations,

confirmations and how to enquire about

regarding flight status

K3 Describe the procedures for issuing, allowing

access to and closing a safety deposit box

K4 Describe the steps in exchanging currency for

K7 List the policies and procedures in regard to guest service standards

K8 Explain the hotel’s procedures for cash handling, currency exchange and advanced deposits

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1 Questions and requests could include:

• Questions regarding tourism interests and

activities and identifying appropriate agencies

to fulfil requirements

• Enquiries regarding airline (or other) travel and

help with travel information or travel

arrangements

• Enquiries regarding local business related

topics

2 Conditions for currency exchange include:

• Rates of exchange established by the

management and posted in the Front Office

area

• Support from supervisor or accounting

department if handling extremely large

denomination or high values notes

• In Vietnam exchange may only be done from

foreign to local currency and not the other way

around

• Certain currencies may not be accepted and

these are determined by the management; no

coins are accepted

• Currency exchange is a limited service for

resident guests only and normally has to be

restricted

3 Handling safety deposit boxes can include:

• Deposit form should have all the conditions of box use, loss of key, liabilities etc against which the guest should sign off The signature should

be on the registration card

• The guest should be taken to the safe deposit area and allowed to stow their valuables with discretion

• Safe deposit boxes should have two keys that are used simultaneously – one for the guest and a master for the hotel Both have to be used together

• The completed deposit form should be signed and witnessed and filed in designated area as per hotel policy

• Other type: A sealed envelope by the guest to

be deposited at Front Desk

4 Cash disbursements may include:

• Paid-out as a reverse cash transaction in the cash account folio debiting the guest account

• A cash receipt docket signed by the guest and retained in the folio bin

• In certain establishment supervisory authorisation may be required for such transactions with limits applying

1 At least three different requests or issues

handled accurately and satisfactorily

2 At least two safety deposit boxes issued

according to procedures

3 At least three foreign currency transactions

handled accurately according to procedures

4 At least two guest disbursements made

according to procedures

environment

• Documentation of guest transactions as

This unit may be assessed on or off the job

• Assessment can include evidence and documentation from the workplace or through

a simulation activity, supported by a range of methods to assess underpinning knowledge

The following methods may be used to assess this unit:

• Case studies

• Documentation from the workplace

• Problem solving

• Role plays

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FOS1.4 UNIT TITLE: PROVIDE CHECKOUT SERVICES

UNIT DESCRIPTOR

This unit describes the competencies required to check out any guest assuring that all charges are accounted for and that any disputed charges are resolved satisfactorily

E1 Check-out the guest

P1 Identify the check-out guest

P2 Prepare bill, print folio or display account of

guest on screen

P3 Arrange for housekeeping to check the room

for damage, loss or mini-bar use

P4 Present bill to guest, post settlement and close

folio, printing out receipt for guest

P5 Retrieve key, loaned equipment and offer

assistance with departure as appropriate

E2 Deal with late or disputed charges

P6 Identify the late or disputed charge clearly with

the guest

P7 Adjust the charge on the folio using a rebate

or void docket in accordance to the

accounting and billing procedure established

by the accounting department as necessary

P8 Present the corrected folio for the guest and

carry on with the check-out process

E3 Closing cashiering post

P9 Collect all transaction documents from your shift

P10 Balance transactions documents with departmental totals in the accounting system (whether manual or computerised)

P11 Fill out the cashiers report and balance cash, credit card, cheques or other settlements with supporting documents

P12 Secure cash in safe or hand to accounts department

P13 Recount float, prepare it and hand-over for next shift and sign out of the system if using PMS

K1 Describe different methods of payment

K2 Describe the check-out procedure using a

number of settlement methods

K3 Explain the check-out procedures for an

individual and/or a group

K4 Describe how to check out guests with multiple

folios

K5 Describe the procedure for posting a charge to

a guest folio

K6 Describe the process of handling a disputed

charge upon check out to the mutual

satisfaction of the guest and the establishment

K7 Describe the procedures for establishing a room check at check-out

K8 Describe the steps to take in dealing with a late charge to a guest already checked out and a closed folio

K9 Describe the process of preparing and processing an express check-outK10 Describe the procedure for logging off and closing the cashier’s shift

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1 Individual checkout may include:

• Review departures list

• Prepare bill, print folio or display account of

guest screen and check to see if any charges

have not yet been posted

• Greet and verify guest name and room

number

• Organise the F&B, housekeeping and/or

concierge for room checking

• Establish additional charges and posting

• Resend the draft bill to guest

• Check the method of payment with guest

• Post settlement and close folio, printing out

official receipt for guest to sign, provide guest a

copy

• Retrieve key, loaned equipment and offer

assistance with departure as appropriate

• Summon supervisory assistance when dealing

with suspected theft or damage

• Ensure that all folios, group and individual, are

closed and settled

2 Group checkout may include:

• Preparation of group folio

• Preparation of concierge services

• Preparation of mini-bar and room checks

• Preparation of individual folios

• Settlements and folio closures

3 Multiple foio checkouts may include:

• Check the guest out normally

• Identify second and subsequent folios

• Establish settlement method

• Settle as per registration agreement

4 Simple disputed charges may be processed

by:

• As necessary, adjust the charge on the folio

using a rebate or void docket in accordance to

the accounting and billing procedure

established by the accounting department

• Present the corrected folio for the guest and

carry on with the check-out process:

• Identify the disputed charge clearly with the

guest

• Find the justification for the charge in the folio

bucket

• Note any guest objections and deal with these

as per handling a com-plaint

5 Mini bars and room checks may be processed by:

• Call the requisite employee of department to check the room

• Post any late charge according to the report

• Summon supervisory assistance when dealing with suspected theft or damage

6 Late charges may be processed by:

• Identify the late or disputed charge clearly with the guest

• Find the justification for the charge in the folio bucket

• Note any guest objections and deal with these

as per handling a complaint

• Adjust the charge on the folio using a rebate or void docket in accordance to the

accounting and billing procedure established by the accounting department as necessary

• Present the corrected folio for the guest and carry on with the check-out process

• Check that the charge does apply to a folio already checked out

• Ascertain what the payment method was

• Decide on the settlement options according to the payment details

7 Closing cashiering point may include:

• Verify with supervisor that you can close the cashiering function

• Collect all transaction documents from your shift under your log-in code

• Balance transactions documents with departmental totals in the accounting system

• Fill out the cashiers report and balance cash, credit card, cheque or other settlements with supporting documents

• Drop cash in cashiers envelope with the report in safe or hand to accounts department

• Recount float and prepare it and hand over for the next shift

• Log off system and sign out if using PMS

8 Express check-outs may relate to:

• Explaining how to use express check-out facilities

• Distributing express check-out forms, if appropriate

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1 At least four checkouts (individual, group or

late checkout) handled accurately and

satisfactorily

2 At least two late or disputed checkouts

handled according to procedures

3 At least two examples of closing cashiering

handled accurately and according to

procedures

environment

• Documentation of guest checkouts as

This unit may be assessed on or off the job

• Assessment can include evidence and documentation from the workplace or through

a simulation activity, supported by a range of methods to assess underpinning knowledge

The following methods may be used to assess this unit:

• Role plays

• Case studies

Guest Service Agent, Receptionist, Cashier, Front

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FOS1.5 UNIT TITLE: PROVIDE BELL BOY AND PORTER SERVICES

UNIT DESCRIPTOR

This unit describes the competencies required to provide bell boy and porter services within a hotel or other property

E1 Handle luggage

P1 Handle luggage carefully to avoid damage to

luggage and property

P2 Ensure correct lifting procedures to avoid

injury to self

P3 Use appropriate moving equipment for heavy

or multiple loads

P4 Ensure luggage is carefully labelled or identified

P5 Provide left luggage service including labelling

and recording luggage

E2 Escort guest to and from rooms

P6 Assist guests on arrival as required

P7 Escort guests to room

P8 Organise luggage pick-up from rooms and

destinations

P9 Arrange transfers for departing guests

E3 Provide door and porter services

P10 Anticipate all arrivals and departures and their requirements whether this is door opening, baggage handling, transport procurement or otherwise

P11 Open passenger door of taxi or other transport on guest arrival and departureP12 Assist with bags and organise porter staff in advance of departure if required

P13 Provide link duties include forewarning and marshalling porter services, liaison with the reception services and anticipating transport requirements

K1 Describe the bell services available in a hotel

K2 Identify the personal characteristics required of

a bell boy/porter

K3 Describe grooming and personal presentation

standards for a bell boy/porter

K4 Explain what the doorman’s duties are and how they should be carried out

K5 Explain the methods in which luggage handling can lead to the satisfaction of the guest and for the safety of the handler

1 Conditions of luggage handling should

include:

• Estimate weight before attempting a full lift by

gently pulling on the handle to assess its mass

• Lift luggage without straining, using a straight

back and keeping the weight in close to the

body

• If the weight is too much seek assistance

• Luggage may be carried by hand, using

integral wheels or using carriage equipment

This includes two wheeled hand trolleys and

four wheeled luggage chariots for multiple

loads

• Loads should be stacked to ensure that heavy

luggage does not crush fragile bags, cases or

parcels

• Suit bags should be hung up and not stacked or

crushed between cases

• Skill in manoeuvring trolleys must be accomplished to avoid grazing walls and surfaces or guests shins

• All equipment should be clean and in good working order with no sticking or squeaking wheels

• Before unloading luggage from a vehicle, ensure by tag identification and/or asking the guest that all the luggage has been retrieved and that no extraneous luggage has been taken

• Use the luggage identification to ascertain the guest’s name and use it in address

• When leaving the bags in the room use the correct luggage rack or surface, leaving the bags the right way up for opening

• At all times treat the bags with adequate delicacy and respect

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2 Escorting guests to and from rooms will

include:

• Once a guest has entered the premises and is

registering the porter should load the bags if

necessary onto an appropriate trolley ready to

move off

• During this period, if not already known, the

porter should seek to learn the guest’s name

– from the luggage tags or the conversation at

the reception

• Lead the guest to the lift or requisite doors to

the room allowing the guest to enter or pass

first

• Select the floor on the lift

• Engage the guest in polite conversation if

appropriate and ask for the key politely

• Upon arrival at the room open the door with

the key, turn on lighting if appropriate and allow

the guest to enter

• Deposit the luggage and hang up any suit bags

in the wardrobe

• Explain any outstanding matters: this should

include any particularities of the hotel’s room

such as hidden items, idiosyncratic controls,

safety & security facilities or special services

• Leave the room promptly and positively

bidding the guest a good stay

3 Storage of left luggage should include:

• Storage in a designated and secure area

• When receiving a bag to be stored, ensure that guests are or will be bona fide hotel guests by verifying with the reception if necessary

• Establish how long the luggage will be in store

• Label the luggage with a number and give the guest a counter foil with matching number

• Log the luggage in the luggage log book identifying the control number, guest name, date of deposit, estimated date of pick-up and description of the bag(s)

• Ensure that the bags are secure using a chain lock and/or securely locked room

• A luggage storage policy should be posted visibly for the guest to see warning against liability, illegal contents, perishable items and dangerous materials

1 At least three occasions of handling luggage

correctly

2 At least three occasions of escorting guests to

and from rooms

3 At least three occasions of providing door and

porter services

Assessment must ensure access to an actual

workplace or simulated environment

Assessment must ensure actual or simulated workplace delivery of a nominated range of bell boy/porter services and support activities The following methods may be used

to assess competency for this unit:

• Role plays

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FOS2.1 UNIT TITLE: OPERATE AN ONLINE RESERVATION SYSTEM

UNIT DESCRIPTOR

This unit describes the competencies required use an online booking system to create reservations, manipulate systems data, amend bookings, cancellations, retrieve booking information and communicate bookings information to others within the system

E1 Respond to online reservation requests

P1 Access the online reservations system

P2 Identify required reservation details

P3 Advise customer of availability of requested

booking

P4 Offer alternatives if requested booking is

unavailable

P5 Offer advice and information about available

products, services and facilities

P6 Respond to questions asked by customer

E2 Enter reservation details into system

P7 Record reservation details

P8 Update and utilize existing customer history

P9 Confirm booking details with customer on

completion of data entry

P10 Accept payment for reservation

P11 File reservation

P12 Generate reservation-related documentation

E3 Maintain reservations

P13 Amend existing reservations as requiredP14 Cancel reservations

P15 Follow up unconfirmed reservationsP16 Update internal records, documents and files

K1 Differentiate between a manual reservation

system and an online reservation system

K2 Explain the benefits of and barriers of using

online reservations system

K3 Describe the types of bookings that may be processed

K4 Identify the ways in which reservations may be received

1 Types of bookings may include:

• Hotel rooms

• Dining and meal reservations

• Rental car companies

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3 Customers who may require reservations

5 Offer alternatives may relate to:

• Advising of waitlist options and standby, where

applicable

• Suggesting different times, days, carrier,

venue, etc

• Recommending suitable alternatives

6 Customer history may relate to:

• Enhancing levels of customer service

• Detailing special requests

• Sharing data with relevant departments

• Confirming existing data

7 Reservation issues may relate to:

• Arrival and departure times

• Payment, including advanced deposits

• Guarantees

• Terms and conditions of bookings

• Refund and exchange policies

• Final confirmation

• Dates for final payment, where applicable

8 File reservation may relate to:

• Simple paper-based entry

• File naming of electronic files

9 Reservation-related documentation may include:

• Invoices, credit notes and receipts

10 Amend existing reservations may relate to:

• Changing stay lengths, dates, number of rooms, numbers of guests

• Altering flight, or travel details and itineraries

11 Notify internal personnel may relate to:

• Informing urgent requests, special requests, VIPs and last minute reservations

• Passing on information to all other relevant

• Support departments and personnel

• Providing all relevant reservation details

1 At least three occasions receiving and

recording online reservations correctly

2 At least three occasions of amending,

updating or cancelling online reservations

accurately

3 At least two occasions of communicating the

details of an online reservation to appropriate

people or departments

The following methods may be used to assess competency for this unit:

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FOS2.2 UNIT TITLE: PROVIDE TELEPHONE AND IT SERVICES

UNIT DESCRIPTOR

This unit describes the competencies required to handle guest requests by internal phone or PABX (if available) and provide

IT and Internet services to guests in a manner that is accurate, professional and courteous

E1 Handle guest requests by internal phone

P3 Confirm wake up calls from guests and make

booking on the system PABX

P4 Handle other enquiries and requests from

guests by telephone

E2 Provide IT services to guests

P5 Provide guests with passwords or login information for Internet

P6 Provide guests with access to PCs in the public areas or business centre

P7 Provide guests with IT support when login or access problems are experienced

K1 Describe the different features of telephone

systems and how to use them

K2 Describe how to follow organisational

procedures when making or receiving a

telephone call

K3 Describe the information to be given when

transferring calls or leaving messages

K4 Explain how to respond to internal calls

requesting IDD phone calls

K5 Describe steps of connect guests to other

departments or services by telephone

K6 Explain how to confirm wake up calls from

guests

K7 Explain how to receive service booking by telephone or on the system PABX from guests K8 Explain how to handle other enquiries and requests from guests by telephone K9 Describe steps of providing guests with passwords or login information for InternetK10 Explain how to provide guests with access to PCs in the public areas or business centreK11 Explain how to provide guests with IT support when login or access problems are

experiencedK12 Explain how to report telephone system &

Internet system faults

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1 PABX may include the following functions

but not limited:

• Answering a call

• Transferring a call

• Placing a call on hold

• Taking a call from hold

• Placing international/national calls

• Connecting a call through

• Programming a wakeup call

2 PABX can automatically log the following

information:

• Telephone number dialled

• Destination of calls was made

• The call time was made

• Duration of call

• Cost of call to the hotel

• Cost of call to the guest

3 Other departments and services may include:

• Housekeeping

• Reservations

• Concierge

• Restaurants

• Conference & Banqueting

• Sales & Marketing

• Health & spa

• Maintenance

• Accountant/finance

• The emergency services

• Transportation service

1 At least three occasions of handling internal

phone enquiries or requests from guests

2 At least three occasions of providing IT

services to guests

workplace or simulated environment

The following methods may be used to assess competency for this unit:

• Observation of practical performance

• Demonstration

• Role plays

Reservation Agent, Receptionist, Operator Agent,

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FOS2.3 UNIT TITLE: USE PROPERTY MANAGEMENT SYSTEMS

UNIT DESCRIPTOR

This unit describes the competencies required to use a property management system in a hotel front office

E1 Monitor information on-line displays

P1 Check in guests using automatically room

P4 Evaluate room inventory using digital screens

and graphic screens

P5 Access and view guest history

P6 Monitor room status, block, change status and

annotate particular room conditions

E2 Prepare and distribute reports

P7 Prepare internal reports P8 Print out and generate various reports on screen and to printer for distribution

K1 Describe the capabilities/functions of a modern

property management system for the hotel

K2 Describe the capabilities of the reservations

K6 Describe the capabilities of the posting module

K7 Describe the capabilities of the call accounting

K17 Describe the capabilities of the personnel module

K18 Describe the capabilities of the electronic mail module

K19 Describe the common and generic on screen displays and reports on a typical property management system

K20 Describe the distribution and purpose of reports on a typical property management system

K21 Explain the potential use to which guest history may be put to increase sales and improve guest satisfaction

K22 Describe each report, its content and purpose

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1 The capabilities of the Reservations

module may include:

3 The capabilities of the Yield management

module may include:

• Master rate table

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