IVQs in Reception Operations and Services (7067) · PDF fileobtained from Customer Relations at the above ... 20 07 General front office procedures 21 08 Advance reservation procedures

IVQs in Reception Operations and Services (7067)

Level 1 IVQ Certificate in Reception Operations and Services (7067-31) (500/5750/9)

Level 2 IVQ Diploma in Reception Operations and Services (7067-32) (500/5824/1)

Level 3 IVQ Advanced Diploma in ReceptionOperations and Services (7067-33) (500/5802/2)

Qualification handbook for centres

www.cityandguilds.com

September 2009

Version 2.0

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IVQs in Reception Operations and Services (7067)

Level 1 IVQ Certificate in Reception Operations and Services (7067-31) (500/5750/9)

Level 2 IVQ Diploma in Reception Operations and Services (7067-32) (500/5824/1)

Level 3 IVQ Advanced Diploma in ReceptionOperations and Services (7067-33) (500/5802/2)

Qualification handbook for centres

ST00029374/09.09/PO4500055955

Printed onrecycled paper

[ This page is intentionally blank ]

05 Important notice

07 Levels of City & Guilds qualifications

09 IVQ in Reception Operations and Services 7067

09 About City & Guilds

09 Introduction to this programme

09 Certificate

09 Diploma

09 Advanced Diploma

09 Making entries for assessments

09 Internal candidates

09 External candidates

09 Resources

10 Assessments

10 Certificate

10 Diploma

10 Advanced Diploma

10 Award number

10 Component numbers

10 Certificate in Reception Operations and Services

10 Diploma in Reception Operations and Services

10 Advanced Diploma in Reception Operations and Services

10 Fixed and free dates

11 Results and certification

11 How to offer this programme

11 Subject approval

11 Examination centre approval

11 Other information

11 Designing courses of study

12 Presentation format of units

12 Practical competences

12 Knowledge requirements

12 Practical activities

12 Entry levels

12 Progression routes and recognition

12 Useful publication

13 Syllabus

IVQ in Reception Operations and Service 7067

14 01 Security practices

15 02 Customer care

16 03 Personal presentation

17 04 Safe practices

18 05 Fire prevention

19 06 General reception procedures

20 07 General front office procedures

21 08 Advance reservation procedures

22 09 Guest accounting procedures

23 10 Selling and marketing techniques

24 Assessment


26 02 Customer care









35 Diploma


37 02 Customer service









46 Assessment


48 02 Customer service









57 Advanced Diploma


59 02 Customer care



62 05 Fire safety






Contents

68 Assessment


70 02 Customer care



73 05 Fire safety






79 Appendix A

Practical assessments

79 Practical assessments

79 Preparation, supervision and marking

79 Records, results and certification

79 Visiting verifier

Important notice

Following the accreditation of the IVQs in Reception Operationsand Services (7067) on the National Qualifications Framework of England, Wales and Northern Ireland (NQF), some changeshave been made to the qualification, at the request of the Office of the Qualifications and Examinations Regulator (Ofqual), thequalifications regulator in England.

These changes took effect on 1 June 2009 and are outlined on pages 05–06.

Note: the content of the qualifications has not changed following accreditation.

Changes to the qualification titles and numbers

The qualification titles and City & Guilds qualification numbershave changed as follows:

Certificate in Reception Operations and Services (7067-01)changed to Level 1 IVQ Certificate in Reception Operations

and Services (7067-31)

Accreditation number: 500/5750/9

Diploma in Reception Operations and Services (7067-02)changed toLevel 2 IVQ Diploma in Reception Operations



Advanced Diploma in Reception Operations and Services (7067-03)changed toLevel 3 IVQ Advanced Diploma in Reception Operations



Changes to system set-up and registration

The new qualification set-up for the accredited IVQs in Reception Operations and Services is outlined below.

Candidates must be registered under this new set-up in order to ensure they receive an accredited certificate on successfulcompletion of the qualification.

Level 1 IVQ Certificate in Reception Operations



301 M/502/2403 – Security practices in reception operationsand services

302 T/502/2404 – Customer care in reception operations and services

303 A/502/2405 – Personal presentation in receptionoperations and services

304 F/502/2406 – Safe practices in reception operations and services

305 J/502/2407 – Fire prevention in reception operations and services

306 L/502/2408 – General reception procedures307 R/502/2409 – General front office procedures308 J/502/2410 – Advance reservation procedures309 L/502/2411 – Guest accounting procedures310 R/502/2412 – Selling and marketing techniques in

reception operations and services

Theory examination (unchanged):001 Reception Operations and Services Principles:

Multiple-choice

Level 2 IVQ Diploma in Reception Operations



321 Y/502/2413 – Security practices in reception operationsand services

322 D/502/2414 – Customer care in reception operations and services

323 H/502/2415 – Personal presentation in receptionoperations and services

324 K/502/2416 – Safe practices in reception operations and services

325 M/502/2417 – Fire prevention in reception operations and services

326 T/502/2418 – General reception procedures327 A/502/2419 – General front office procedures328 M/502/2420 – Advance reservation procedures329 T/502/2421 – Guest accounting procedures330 A/502/2422 – Selling and marketing techniques

in reception operations and services

Theory examination (unchanged):011 Reception Operations and Services Principles:

Multiple-choice

Regulations: 1996 edition 05

Level 3 IVQ Advanced Diploma in Reception Operations



331 F/502/2423 – Security practices in reception operations and services

332 J/502/2424 – Customer care in reception operations and services

333 L/502/2425 – Personal presentation in receptionoperations and services

334 R/502/2426 – Safe practices in reception operations and services

335 Y/502/2427 – Fire safety in reception operations and services

336 D/502/2428 – General reception procedures337 H/502/2429 – General front office procedures338 Y/502/2430 – Advance reservation procedures339 D/502/2431 – Guest accounting procedures340 H/502/2432 – Selling and marketing techniques

in reception operations and services

Theory examination (unchanged):021 Reception Operations and Services Principles

Registration for theory examination

Registration process for the theory examination has not changed.

Result submission for practical assessment

Practical results must be submitted for each individual unit.

Changes to unit titles

Changes to the unit titles are outlined in section ‘Changes to systemset-up and registration’. The content of the units is unchanged.

Change to the grading

The grade ‘Credit’ has been changed to ‘Merit’. All other grades areunchanged. The content of the units concerned is also unchanged.

Notification of Candidate Results (NCR) and Certificate

of Unit Credit (CUC)

A Notification of Candidate Results (NCR) will be issued oncompletion of each assessment (theory or practical).

Certificates of Unit Credit (CUCs) are not available for theaccredited IVQs in Hairdressing.

Final certificate will be issued on successful completion of thesynoptic theory examination and the practical assessment for all units.

Availability of non-accredited version

The non-accredited version of the qualifications is available until30 September 2009.

Learners for future theory examinations can only be registeredunder the accredited version.

Changes to the certificate layout

Certificates issued on completion of an accredited IVQ show theaccredited title and the accreditation number for the qualification.The level in the accredited title refers to the NQF level thequalification is accredited at.

The certificate also lists all the units achieved, including the gradeand the unit accreditation number.

The certificate carries the logos of the regulatory authorities in England, Wales and Northern Ireland indicating that the NQF accreditation only applies to these countries.

IVQ in Reception Operations and Services 706706


Levels of City & Guilds qualifications

All City & Guilds qualifications are part of an integrated progressivestructure of awards arranged over eight levels, allowing people to progress from foundation to the highest level of professionalcompetence. Senior awards, at levels 4 to 7, recognise outstandingachievement in industry, commerce and the public services. Theyoffer a progressive vocational, rather than academic, route toprofessional qualifications. An indication of the different levels and their significance is given below.

NQF level# City & Guilds qualifications/programmes Other qualifications*

8 Fellowship (FCGI) Doctorate

7 Membership (MCGI) Master’s DegreeMaster Professional Diploma Postgraduate DiplomaLevel 5 vocational awards Postgraduate Certificate NVQ/SVQ Level 5

6 Graduateship (GCGI) Bachelor’s DegreeAssociateship (ACGI)** Graduate Certificate and Diploma

5 Level 5 IVQ Advanced Technician Diploma Higher National DiplomasFull Technological Diploma Foundation Degree

Diplomas of Higher and Further Education

4 Licentiateship (LCGI) Certificate of Higher Education Higher Professional DiplomaLevel 4 vocational awardsNVQ/SVQ Level 4

3 Level 3 IVQ Advanced Diploma A LevelLevel 3 IVQ Specialist Advanced Diploma*** Scottish Higher Level 3 IVQ Technician Diploma Advanced National Certificate in Education Level 3 vocational awards BTEC National Certificate/DiplomaNVQ/SVQ Level 3

2 Level 2 IVQ Diploma GCSE grades A*-CLevel 2 IVQ Specialist Diploma*** Scottish Intermediate 2/Credit S GradeLevel 2 IVQ Technician Certificate BTEC First Certificate Level 2 vocational awardsNVQ/SVQ Level 2

1 Level 1 IVQ Certificate GCSE grades D-GLevel 1 vocational awards Scottish Intermediate 1/General S GradeNVQ/SVQ Level 1 Scottish Access 1 and 2

# National Qualifications Framework of England, Wales and Northern Ireland (NQF)* Broad comparability in level** Only graduates of the City & Guilds College, Imperial College of Science, Technology and Medicine, are awarded

the Associateship (ACGI)*** Part of a new qualification structure which is being introduced across the IVQ provisionIVQ International Vocational QualificationsNVQ National Vocational Qualifications

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About City & Guilds

We provide assessment and certification services for schools and colleges, business and industry, trade associations andgovernment agencies in more than 100 countries. We have over120 years of experience in identifying training needs, developingassessment materials, carrying out assessments and trainingassessment staff. We award certificates to people who haveshown they have mastered skills that are based on world-classstandards set by industry. City & Guilds International provides aparticular service to customers around the world who needhigh-quality assessments and certification.

Introduction to this programme

We have designed the Food and Beverage Service programme for those undergoing training or employed in this area of work.The programme aims to reflect the international nature of theknowledge and skills and activities needed for different countries or cultures.

We do not say the amount of time a candidate would need tocarry out the programme, but we do provide advice on guidedlearning hours for each unit at each level (see below). Theprogramme has three levels.

Certificate

The certificate (about 480 guided learning hours) provides abroad introduction to the theory and practical sides of receptionwork, giving the necessary knowledge and practical experienceto operate as a front line worker.

Diploma

The diploma (about 480 guided learning hours) provides more practice involving a broader range of skills appropriate to a person operating as a front line worker with some supervisory responsibilities.

Advanced Diploma

The advanced diploma (about 240 guided learning hours)develops specific skills, appropriate to a person preparing for or working in first level management.

We stress that these figures are only a guideline. We awardcertificates for gaining and showing skills by whatever mode of study, and not for periods of time spent in study.

We provide certificates for all work-related areas at seven levels within our structure of awards shown in appendix B.

This programme covers levels 1, 2 and 3.

Making entries for assessments

Candidates can only be entered for the assessments in thissubject if the approved examination centres agree. Candidatesmust enter through an examination centre we have approved to carry out the assessments for 7067 Reception Operations and Services.

There are two ways of entering candidates for assessments.

Internal candidates

Candidates can enter for examinations if they are taking or havealready finished a course at a school, college or similar traininginstitution that has directed their preparation whether by going to a training centre, working with another institution, or by openlearning methods.

External candidates

These are candidates who have not finished a programme asdescribed above. The examination centres must receive theirapplication for entry well before the date of the examinationconcerned. This allows them to act on any advice you give aboutassessment arrangements or any further preparation needed.External candidates must carry out practical assignments andprojects if necessary, and they will need extra time and guidanceto make sure that they meet all the requirements for this part ofthe assessment.

In this publication we use the term ‘centre’ to mean a school,college, place of work or other institution.

Resources

If you want to use this programme as the basis for a course, youmust read this syllabus and make sure that you have the staff andequipment to carry out all parts of the programme. If there are nofacilities for realistic practical work, we strongly recommend thatyou develop links with local industry to provide opportunities forhands-on experience.



Assessments

The award we have described in this syllabus is at three levels.

Certificate

Diploma

Advanced Diploma

We use a numbering system to allow entries to be made for ourawards. The numbers used for this programme are as follows.

Award number

7067-01 Certificate in Reception Operations and Services

7067-02 Diploma in Reception Operations and Services

7067-03 Advanced Diploma in Reception Operations and Services

We use award numbers to describe the subject and level of the award.

Component numbers

001 Reception Operations and Services Principles 1002 Reception Operations and Services Practice 1011 Reception Operations and Services Principles 2012 Reception Operations and Services Practice 2021 Reception Operations and Services Principles 3022 Reception Operations and Services Practice 3

We use these numbers throughout this syllabus. You must usethese numbers correctly if you send forms to us.

Certificate in Reception Operations and Services

To carry out what is needed for the Certificate in ReceptionOperations and Services, candidates must be successful in thefollowing assessments.

7067-01-001 Reception operations and services principles 1(written multiple choice paper which lasts two hours)

[7067-01-002] Reception operations and services practice 1(Total one written paper)

The practical assessments are carried out during the learningprogramme and should be finished by the date of the writtenexamination so you can send all the results to us. (See appendix A.)

Diploma in Reception Operations and Services

To carry out what is needed for the Diploma in ReceptionOperations and Services, candidates must be successful in thefollowing assessments.

7067-02-011 Reception operations and services principles 2(written multiple choice paper which lasts twohours)



Advanced Diploma in Reception Operations and Services

To carry out what is needed for the Advanced Diploma inReception Operations and Services, candidates must besuccessful in the following assessments.

7067-03-021 Reception operations and services principles 3(written paper which lasts three hours)



We provide assessments in two ways.

a Fixed date

These are assessments which are carried out on dates andtimes we set. These assessments have no brackets around their numbers.

b Free date

These are assessments which are carried out at a college orother training establishment on a date or over a period whichthe college chooses. These assessments have brackets aroundtheir numbers.

In this programme the written assessments are fixed date. Thepractical assessments are free date.

You must carry out assessments according to our International Directory of Examinations and Assessments. If there are any differences between information in this publicationand the current directory, the Directory has the most up-to-date information.


Results and certification

Everyone who enters for our certificates, diplomas, and advanceddiplomas receives a ‘Notification of Candidate Results’ givingdetails of how they performed.

If candidates successfully finish any assessment within thisprogramme (for example, any one of the examination papers)they will receive a certificate of unit credit towards the certificateor diploma for which they are aiming. We grade course workassessments as pass or fail. We grade written assessments on thebasis of fail, pass, credit or distinction. The certificate of unitcredit will not mention assessments which they do not enter,which they failed or from which they were absent.

Each certificate or diploma clearly states what candidates need for full certification at the relevant level, allowing schools,colleges and employers to see whether they have met the full requirements.

If candidates successfully finish all the requirements for a fullcertificate or a diploma, they will automatically receive theappropriate certificate.

We will send the ‘Notification of Candidate Results’, certificates of unit credit, certificates, diplomas and advanced diplomas tothe examination centre to be awarded to successful candidates. It is your responsibility to give the candidates the certificates. Ifcandidates have a question about the results and certificates,they must contact you. You may then contact us if necessary.

We will also send you a results list showing how all candidates performed.

How to offer this programme

To offer this programme you must get approval from us. There aretwo categories of approval.

Subject approval

We give approval to offer a teaching course based on this syllabus.

Examination centre approval

We give approval to enter candidates for examinations.

To be approved by us to offer a teaching course you must send usthe application form.

To enter candidates for examinations you must be approved by usas an examination centre. For this programme it is possible to actas a registered examination centre only, and accept externalcandidates. Approved examination centres must provide suitablefacilities for taking examinations, secure places to keep theexamination papers and materials, and may have an appointedvisiting verifier to review practical work.

After we have received and accepted an application, we will sendan approval letter confirming this. You can then send entries in at

any time using the International Directory of Examinations andAssessments for guidance.

Please note that in this section we have provided an

overview of centre approval procedures. Please refer

to the current issue of ‘Delivering International

Qualifications – Centre Guide’ for full details of each

aspect of these procedures.

Other informationDesigning courses of studyCandidates for the various awards in Reception Operations andServices will have come from different backgrounds and will havedifferent employment and training experiences. We recommendthe following:

• carry out an assessment of the candidates’ achievements soyou can see what learning they already have and decide thelevel of entry they will need; and

• consider what learning methods and places will best suit them.

When you assess a candidate’s needs, you should designteaching programmes that consider:

• what, if any, previous education qualifications or training thecandidate has, especially in the various general vocationaleducation certificates we provide; and

• what, if any, previous practical experience the candidate haswhich is relevant to the aims of the programme and from whichthey may have learned the relevant skills and knowledge.

When you choose learning methods and places, you shouldconsider the results of your assessments and whether thefollowing are available.

• Open or distance learning material.• Workplace learning that can be carried out on site or between

you and a local workplace. This will allow the candidates accessto specialised equipment and work experience.

• Working with other registered centres to share facilities.• Opportunities for co-operative learning between candidates for

different certificates who need to gain similar skills.

As long as the candidates meet the aims of this learningprogramme the structures of courses of study are up to you. So, it is possible to include extra topics that meet local needs.

You should avoid teaching theory alone. As far as possible thepractical work should be closely related to work in the classroomso that candidates use their theory in a realistic work environment.You can use formal lectures in the classroom with appropriateexercises and demonstrations. Candidates should keep records of the practical work they do so they can refer to it at a later date.

We assume that you will include core skills, such as numeracy,communication, working with people, and organisation andplanning throughout a teaching programme.



Presentation format of unitsPractical competences

Each unit starts with a section on practical competences whichshows the practical skills candidates must have.

At times we give more detail about important words in each‘competence statement’

For example

‘6.5 Identify sources of information for maintaining legalrequirements.Sources: supervisor, manufacturers’ instructions,company manual’

In the above statement the word ‘sources’ is given as a rangewhich the candidate should be familiar with. Candidates shouldcover the complete range. When a range starts with theabbreviation ‘eg’ the candidates only need to cover some of theranged areas or you can use suitable alternatives.

Knowledge requirements

Immediately after the section on practical competences the unittells you what knowledge is needed for that area. The knowledgeneeded is closely linked to the practical competences, so it is bestto teach the two together so that the candidate appreciates thetopic more.

Practical activities

You should make sure all practical activities are supervised andinstructors should make sure that the results reflect thecandidate’s own work. You must hold all the documents andmaterial in a file (portfolio) for each candidate for eight weeksafter the application for a certificate.

Entry levels

We consider the following programmes to be relevantpreparation for this programme.

Successful completion of secondary schooling

Skills Certificate in Health and Safety (1100)Numeracy (3750)

We also consider the following Pitman Qualifications awards asrelevant alongside this programme.

Commercial NumeracyData Security and SafetyEnglish for Speakers of Other Languages – higher intermediate levelInformation and the InternetKeyboardingOrganising and Communicating ElectronicallyPractical Data ProcessingSpreadsheet Processing Techniques – essential levelWord Processing Techniques – essential level

Progression routes and recognition

We consider the following programmes to be relevantprogression routes from this programme.

Retailing (1121)International Tourism (4865)Food Preparation and Culinary Arts (7065)Food and Beverage Service (7066)Accommodation Operations and Services (7068)

Useful publications

We can provide a list of suggested text books covering specificareas of this programme. We may also have knowledge aboutother support materials. You should make sure that you have thelatest information. We will automatically send updated lists tocentres we have approved to offer this programme.

We offer the following publications as additional supportmaterials to help you plan the delivery of International VocationalQualifications:

Quality Handbook for Visiting Verifiers and Quality Inspectors

Guide to The Assessment Of Practical Skills in InternationalVocational Qualifications

Preparing Projects and Portfolios for International Vocational Qualifications.

12

Section numbers and titles

Certificate

01 Security practices

02 Customer care

03 Personal presentation

04 Safe practices

05 Fire prevention

06 General reception procedures

07 General front office procedures

08 Advance reservation procedures

09 Guest accounting procedures

10 Selling and marketing techniques

Diploma


02 Customer care


04 Safe practices

05 Fire prevention






Advanced Diploma


02 Customer care


04 Safe practices

05 Fire safety






SyllabusIVQ in Reception Operations and Services 7067

Syllabus: 1996 edition 13

Practical competences

The candidate must be able to do the following:

1.1 Handle key systems safely and according to establishment policy.

1.2 Deal with guests’ belongings according to establishment policy for security.

1.3 Use appropriate security procedures in relation to equipment and materials.

1.4 Report all security hazards to the appropriate authority.

1.5 Report all suspicious items to the appropriate authority.

1.6 Report all incidents that threaten security to the appropriate authority.

1.7 Use emergency procedures according to policy and when appropriate.


Instructors must ensure that candidates are able to:

1.1 Describe the key systems within an organisation.Keys: grand master, master, sub-master, floor master,section master

1.2 Identify the procedures for reporting lost and found property.Reporting to: supervisorDetails of property: when found, where found, item descriptionHolding: length of time held

1.3 Explain the security procedures for equipment and materials.Benefits: reduced theft, reduced costs, more efficientcare of equipment and materials

1.4 Identify security hazards.Types: bomb threats, suspicious packages, broken items, missing items

1.5 Explain the procedures for reporting security incidents.Minor incidents: supervisorMajor incidents: raise alarm

1.6 Identify the personal characteristics required of staff to deal with ongoing security.Characteristics: vigilant, observant, attention to detail, honest





2.1 Use a positive attitude to serve customers politely,promptly and with regard to specific needs.

2.2 Deal with difficult customers, including angry, boisterous,intoxicated and abusive customers, according toestablishment guidelines.

2.3 Deal appropriately with customers with special needsincluding physical, language and VIPs.

2.4 Give assistance to customers including, information,physical help and referral.

2.5 Refer, as appropriate, situations requiring attentionbeyond the limits of own authority.



2.1 Identify the characteristics necessary for good customer service.Characteristics: politeness, willingness to assist, prompt service, remedial action, identifying customer requirements

2.2 Identify customer requirements of facilities.Requirements: urgent, non-urgent, special requirements

2.3 Describe the benefits of good customer service practices.Benefits: customer satisfaction, repeat sales, referredtrade, improved reputation, increased business

2.4 State typical referral facilities and procedures.Facilities: line management, roles of specialistsReception responsibilities for dealing with

customers: examples

02 Customer care




3.1 Adopt appropriate personal presentation and conform to establishment standards.

3.2 Use appropriate health and hygiene practices.

3.3 Carry out and complete all tasks with a professional attitude.

3.4 Operate effectively and co-operatively in team situations.

3.5 Communicate clearly and effectively at all times.



3.1 State the elements of good personal presentation.Elements: clean clothes, clean footwear, appropriate useof cosmetics, clean and tidy hair, males to be clean shavenwith beards and moustaches trimmed, routine care ofhands and nails

3.2 Describe the practices necessary to sustain appropriatehealth and hygiene standards.Practices: balanced diet, sufficient sleep, relaxation, gooduse of leisure time, posture, deportment, clean body, face,teeth, hands and feet

3.3 Explain the importance of adopting a professional attitudewhen dealing with customers and colleagues.Professional attitude: punctuality, patience, tact, selforganisation, good humour, responding positively toinstructions, criticisms and appraisals

3.4 Describe the likely effects on customers and colleagues ofnegative personal attitudes.Customers: poor relationsStaff: low morale

3.5 Identify the basic elements of good team work.Elements: communication, co-operation, organisation

3.6 Describe methods of communicating effectively.Verbal: speaking concisely, clarity, listeningNon-verbal: body language, attitude

3.7 State the role of staff in promoting good customer care.Customers: increasing satisfaction, confidenceEstablishment: image promotion, sales increase





4.1 Select and wear appropriate protective clothing at all times.

4.2 Use only safe and fully maintained equipment.

4.3 Use equipment and any chemicals in accordance withrecommended safe practices.

4.4 Identify and report safety hazards.

4.5 Operate and clean equipment safely, referring tomanufacturers’ instructions as appropriate.

4.6 Store dangerous substances safely.

4.7 Demonstrate simple first aid procedures.

4.8 Accurately record accidents and promptly report them tothe appropriate authority.



4.1 State the benefits of wearing protective clothing/uniform.Benefits: safety, protection, any legal requirements, staff identification

4.2 Identify faults which would make equipment unsafe for use.Electric damage: plugs, cablesLeaks: ill-fitting or damaged attachmentsNoises: unusual

4.3 State safety procedures for equipment and cleaning materials.Signs: examples, displayTraining: induction, use and care of equipment, handling substances

4.4 Identify hazards to safety in the workplace.Surfaces: slippery, uneven, chipped, brokenSubstances: chemicals, mixingObstructions: corridors, by doorsElectrical: supply, power points, appliances

4.5 Describe reporting procedures for safety hazards.Minor: proceduresMajor: type, action, responsibilityIn-house procedures: examples

4.6 Describe the care and storage of potentially dangerous substances.Substances: cleaning chemicalsStorage: containers, labels, secure lidsControl: responsibilities, location, issues

4.7 Explain the basic first aid procedures.Treatment: fracture, shock, electric shock, burns,poisoning, faintingFirst aid box: contents, checks

4.8 Describe the procedures for reporting and recording accidents.Procedures: reporting, recordingDocumentation: recording

04 Safe practices




5.1 Identify potential fire hazards and take appropriate action.

5.2 Take appropriate action on the discovery of a fire.

5.3 Participate in appropriate fire fighting training.

5.4 Demonstrate the appropriate techniques and skills, intraining/practice situations, for dealing with fire safely.



5.1 Identify possible causes of fire.Maintenance: examplesElectrical: spark, overloadsHuman error: cigaretteCleaning: substances, spillages

5.2 State the action to be taken on the discovery of a fire.Reporting: emergency services, internal responsibility,customers and staffEvacuation: procedures, assembly points, roll calls

5.3 List and explain the methods of fire fighting.Equipment: operation, extinguishers, colour coding anduses, blanketsTypes of fire: appropriate actionsVentilation: causes, actions

5.4 Identify and describe the use of fire detection equipment.Detectors: smoke, flame, heat, manual alarms

5.5 State the reporting procedures for fire hazards and fires.Establishment: proceduresLegal: any legal requirements

05 Fire prevention




6.1 Receive and welcome guests appropriately.

6.2 Receive guests following the appropriate procedures.

6.3 Employ the correct procedures for dealing with guests in residence.

6.4 Handle the departure of guests using the correctprocedures at reception.

6.5 Handle the departure of guests using the correctprocedures at the cashier’s desk.



6.1 State the purposes of and describe the methods forreceiving and welcoming guests.Purposes and methods: creating a good impression,importance of first impressions, making guests feelwelcome, identifying special needs of guests

6.2 State the procedures to be followed for receiving guests, both advance reservations and chance arrivals.Procedures: allocation of rooms, registering guests,checking particulars of guests’ against reservation andregistration information, checking methods of payment,informing guest of facilities, issuing key or card key, issuing key card, directing guests to rooms, updatingstatus information

6.3 Explain the procedures to be followed for guests in residence.Procedures: dealing with messages, dealing with personal callers, dealing with guests’ enquiries, dealingwith compliments and complaints, selling hotel facilitiesand services

6.4 Describe the procedures for dealing with departing guests.Procedures: settlement of account, selling futurereservation, updating room status information, updatingguest history file/data





7.1 Use computerised or manual systems to provide front office documents.

7.2 Use the main types of electronic or manual filing systems appropriately.

7.3 Use the main communication systems and services appropriately.

7.4 Deal with visitors’ pay outs/disbursements using the appropriate procedures.

7.5 Accept and correctly process different methods ofsettlement of guests’ accounts.

7.6 Obtain the authorisation, recording and control of petty cash using the correct procedures.

7.7 Deal with basic banking procedures appropriately.



7.1 List the range of front office documents that can beproduced using computerised or manual systems.Documents: letters, memos, reports, guest accounts,arrival and departures lists, promotional materials

7.2 Describe the main types of electronic/manual filing systems.Types: databases, microfilm, paperSystems: alphabetically, numerically, chronologically, by subject

7.3 Identify the main communication systems and services.Systems and services: eg post, telephone, fax, e-mail,satellite, digital communications, teletext, computers

7.4 Explain procedures for dealing with visitors’ pay outs and disbursements.Procedures: voucher receipt signed, filed/posted toguest’s account

7.5 Describe procedures for accepting different methods ofsettlement of guests’ accounts.Procedures: cash, credit cards, charge cards, cheques,travellers’ cheques, foreign currency, vouchers, advancepayments, approved transfers to ledger

7.6 State the procedures for obtaining the authorisation,recording and control of petty cash.Procedures: pay on receipt of authorised voucher, attachreceipt to petty cash voucher, record in petty cash book

7.7 Describe basic banking procedures.Basic procedures: paying-in cash, credit cards, chequesand foreign currency, clearance and special clearance of cheques





8.1 Use appropriately different types of tariffs when selling accommodation.

8.2 Handle different sources of reservations appropriately.

8.3 Use different methods of receiving advance reservations appropriately.

8.4 Use procedures appropriately before and during therecording of an advance reservation.

8.5 Process and record advance reservations accurately.

8.6 Confirm advance reservations accurately.



8.1 Describe the different types of tariff available.Tariffs: room only, room and breakfast, half board, full board, long lets, special packages

8.2 Describe the different sources of reservation.Sources: individuals, travel agents, tour operators,business/companies, central reservations, airlines,conference organisers

8.3 Identify different methods for receiving advancereservations.Methods: telephone, letter, fax, telex, e-mail and internet, in-person

8.4 Explain the procedures involved before and during the recording of an advance reservation.Procedures: checking accommodation availability,recording necessary information, arrivals and departuredates, room type, number of rooms/persons, name,company or travel agent details, address/telephonenumber, rate, reservation number, agreed method ofaccount settlement, release/guarantee of reservation,special requirements, identification of reservationclerk/receptionist and date

8.5 Explain the methods for processing and recording advancereservations.Methods: bedroom book, conventional chart, densitychart, Whitney rack, diary, computer

8.6 State the methods used to confirm reservations.Methods: letter (standard, personal), fax, e-mail





9.1 Open, prepare and maintain guests’ accounts by manual(tabular ledger) method.

9.2 Prepare and present guests’ bills and various types ofaccounts using the appropriate procedures.

9.3 Close guests’ accounts when checking out using thecorrect procedures.



9.1 Describe the procedures for opening, preparing andmaintaining guests’ accounts by manual (tabular ledger) method.Methods: post arrivals, room numbers, rates ofoccupants, record change of rooms, rates of occupants,post charts, record allowances and refunds, makecorrections and adjustments, post deposits and pre-payments, carry forward current balances, transferaccount details and balances to guests’ bills.

9.2 Explain the procedures for preparing and presentingguests’ bills and various types of accounts.Procedures: enquire room number and name, check thatbring forward (b/f) total on bill agrees with the b/f total onthe tab, enquire about late charges (telephone calls, mini-bar), post to tab and bill, enquire totals agree, present bill to guestTypes: guests’ bills, tour accounts, extra bills

9.3 Describe the procedures for closing guests’ accountswhen checking out.Procedures: follow procedures for preparing andpresenting guests’ bills, post payments by cash, companyaccounts as appropriate, receipt cash bills and return toguests, file credit bills with appropriate authorisation





10.1 Select and present a sample of the main products sold in a hotel.

10.2 Use appropriate techniques to sell products and services available from a hotel reception.

10.3 Assist the customer in making a suitable purchase.

10.4 Use basic selling techniques.

10.5 Employ the personal attributes, skills and techniquesnecessary for effective selling at a reception point.

10.6 Use the range of selling opportunities available in order to satisfy customer needs.



10.1 Identify the main products sold in a hotel.Products: accommodation, food, drink, service

10.2 Describe the role of the hotel receptionist, as a salesperson.Role: hotel/customer contact, ability to recognise andexploit sales opportunities, ability to work effectively as amember of a team

10.3 Explain the main reasons for a customer to make a purchase.Reasons: need, comfort, desire, pride, pleasure, fear, fashion

10.4 List and describe the basic selling techniques.Techniques: opening the sale, developing the sale,closing the sale

10.5 Identify and explain the value of personal attributes used in selling.Attributes: verbal communication, personalpresentation, body language

10.6 State the appropriate methods to be used for differentsales opportunities.Methods: personally, telephone, by letter, by fax, e-mail and internet

10.7 Identify the selling opportunities available to a hotel receptionist.Opportunities: telephone and e-mail enquiries, arrivals, departures, correspondence, chance customers, residents



Test specification for written paperReception Operations and ServicesPrinciples 1 (7067-01-001)

This is a written multiple choice paper lasting two hours with 60questions. Candidates must answer all questions.

Approximate %

examination

Topic weighting

01 Security practices 10

02 Customer care 10

03 Personal presentation 10

04 Safe practices 10

05 Fire prevention 10

06 General reception procedures 10

07 General front office procedures 10

08 Advance reservation procedures 10

09 Guest accounting procedures 10

10 Selling and marketing techniques 10

Assessment




1.1 Handle key systems safely and according to establishment policy.

1.2 Deal with guests’ belongings according to establishment policy for security.

1.3 Use appropriate security procedures in relation to equipment and materials.

1.4 Report all security hazards to the appropriate authority.

1.5 Report all suspicious items to the appropriate authority.

1.6 Report all incidents that threaten security to the appropriate authority.

1.7 Use emergency procedures according to policy and when appropriate.

This is to confirm that the candidate has successfully completed the above tasks:

Candidate signature

Candidate name (please print)

Instructor signature

Instructor name (please print)

Completion date





2.1 Use a positive attitude to serve customers politely, promptly and with regard to specific needs.

2.2 Deal with difficult customers, including angry, boisterous, intoxicated and abusive customers, according to establishment guidelines.

2.3 Deal appropriately with customers with special needs including physical, language and VIPs.

2.4 Give assistance to customers including, information, physical help and referral.

2.5 Refer, as appropriate, situations requiring attention beyond the limits of own authority.


Candidate signature




Completion date

02 Customer care




3.1 Adopt appropriate personal presentation and conform to establishment standards.

3.2 Use appropriate health and hygiene practices.

3.3 Carry out and complete all tasks with a professional attitude.

3.4 Operate effectively and co-operatively in team situations.

3.5 Communicate clearly and effectively at all times.


Candidate signature




Completion date





4.1 Select and wear appropriate protective clothing at all times.

4.2 Use only safe and fully maintained equipment.

4.3 Use equipment and any chemicals in accordance with recommended safe practices.

4.4 Identify and report safety hazards.

4.5 Operate and clean equipment safely, referring tomanufacturers’ instructions as appropriate.

4.6 Store dangerous substances safely.

4.7 Demonstrate simple first aid procedures.

4.8 Accurately record accidents and promptly report them to the appropriate authority.


Candidate signature




Completion date

04 Safe practices




5.1 Identify potential fire hazards and take appropriate action.

5.2 Take appropriate action on the discovery of a fire.

5.3 Participate in appropriate fire fighting training.

5.4 Demonstrate the appropriate techniques and skills, in training/practice situations, for dealing with fire safely.


Candidate signature




Completion date

05 Fire prevention




6.1 Receive and welcome guests appropriately.

6.2 Receive guests following the appropriate procedures.

6.3 Employ the correct procedures for dealing with guests in residence.

6.4 Handle the departure of guests using the correct procedures at reception.

6.5 Handle the departure of guests using the correct procedures at the cashier’s desk.


Candidate signature




Completion date







7.3 Use the main communication systems and services appropriately.

7.4 Deal with visitors’ pay outs/disbursements using the appropriate procedures.

7.5 Accept and correctly process different methods ofsettlement of guests’ accounts.

7.6 Obtain the authorisation, recording and control of petty cash using the correct procedures.

7.7 Deal with basic banking procedures appropriately.


Candidate signature




Completion date





8.1 Use appropriately different types of tariffs when selling accommodation.

8.2 Handle different sources of reservations appropriately.

8.3 Use different methods of receiving advance reservations appropriately.

8.4 Use procedures appropriately before and during therecording of an advance reservation.

8.5 Process and record advance reservations accurately.

8.6 Confirm advance reservations accurately.


Candidate signature




Completion date





9.1 Open, prepare and maintain guests’ accounts by manual (tabular ledger) method.

9.2 Prepare and present guests’ bills and various types of accounts using the appropriate procedures.



Candidate signature




Completion date





10.1 Select and present a sample of the main products sold in a hotel.

10.2 Use appropriate techniques to sell products and services available from a hotel reception.

10.3 Assist the customer in making a suitable purchase.

10.4 Use basic selling techniques.

10.5 Employ the personal attributes, skills and techniques necessary for effective selling at a reception point.

10.6 Use the range of selling opportunities available in order to satisfy customer needs.


Candidate signature




Completion date



Sections

Diploma


02 Customer care


04 Safe practices

05 Fire prevention






7067 Reception Operations and Services




1.1 Organise and practice safe handling of key systems withinthe establishment.

1.2 Maintain appropriate security procedures when dealingwith guests’ belongings.

1.3 Use suitable security procedures when dealing withequipment and materials.

1.4 Use appropriate security procedures following thereporting of hazards/suspicious items.

1.5 Demonstrate effective emergency procedures when theneed arises.


Instructors must ensure that candidates are able to

1.1 Describe the reasons for using key systems within the establishment.Reasons: control, crime prevention, customer/clientreassurance

1.2 Explain the procedures for reporting lost/found property.Factors: length of time held, procedures for valuableitems, procedures for passports, disposal of items,maintenance and recording procedures

1.3 Explain the need for supervision of security practices withregard to equipment and materials.Need: crime prevention, misuse, hazard reduction, costreduction

1.4 Describe the reasons for reporting security incidents.Reasons: major/minor incidents, raising alarm, evacuationprocedures, follow-up procedures

1.5 State the reasons for, and describe, emergencyprocedures.Factors: any legal implications, staff and guest co-operation and supervision, key personnel withresponsibilities, documentation

1.6 List the essential personal characteristics for dealing withsecurity issues.Characteristics: vigilant, observant, attentive to detail,prompt action

1.7 Describe the need for customer confidentiality.Factors: VIPs, special considerations, documentation,valuables, servicing meetings, need for discretion





2.1 Use a positive approach to customer service to includepoliteness, promptness, identification of customerrequirements and taking remedial action.

2.2 Deal appropriately with customers in different situations,including, face to face, telephone and writing.

2.3 Deal appropriately with difficult customers, includingangry, boisterous, intoxicated and abusive customers.


2.5 Give appropriate assistance to customers including,information, physical help and referral.

2.6 Recognise limits of authority and refer situationsappropriately.

2.7 Deal appropriately with customer requirements includingurgent, non-urgent and special requirements.

2.8 Apply written and in-house procedures for standardcustomer service.

2.9 Record customer service provision using logs and writtenreports where appropriate.

2.10 Maintain confidentiality where appropriate.


Instructors must ensure that candidates are able to

2.1 Identify the skills and characteristics necessary for goodcustomer serviceCharacteristics: politeness, willingness to assist, promptservice, remedial action, identifying customerrequirements

2.2 Identify the range of facilities required by different types ofcustomers.Requirements: urgent, non-urgent, special requirementsTypes of customers: in-house, non-residential

2.3 Describe the benefits of providing a customer service.Benefits: customer satisfaction, repeat sales, referredtrade, improved reputation, increased business

2.4 Outline referral facilities and procedures.Facilities: line management, roles of specialistsReception responsibilities for dealing with

customers: examples

2.5 Explain the procedures for customer service.Procedures: in-house, written

2.6 Describe the methods of recording customerservice/customer feedback.Methods: log, written reports

2.7 Explain the methods of responding to customer feedback.Methods: oral, written, referral, urgent, non-urgent

2.8 Describe the follow-up procedures for customer feedback.Procedures: acknowledge complaints, investigate cause,apologise, explain, rectify and deficiency, record on file

02 Customer service




3.1 Maintain appropriate personal presentation consistently.

3.2 Maintain good standards of personal hygiene and healthconsistently.

3.3 Maintain professional attitudes consistently.

3.4 Demonstrate competence in the role of team leader.

3.5 Maintain effective communication skills.

3.6 Maintain good relationships with customers andcolleagues.



3.1 Explain the elements of good personal presentation.Elements: appropriate clean clothing and footwear,routine care of clothing and footwear, use of make-up, neat and well groomed hair, routine care of hands andnails, clean shaven and/or beards and moustachestrimmed (male)

3.2 Describe the importance of good health and personalhygiene practices.Factors: balanced diet, sufficient sleep and relaxation,sensible use of leisure time, good posture anddeportment, daily cleaning of body/face/teeth/hands/feet

3.3 Explain the importance of adopting exemplaryprofessional attitudes.Factors: example to other staff, fairness, integrity,trustworthiness, honesty, respond positively toinstructions and criticisms, respond positively toappraisals, punctuality and good attendance, beingpatient and tactful, well organised, good humoured,reprimanding subordinates appropriately and instigateappropriate discipline procedures

3.4 Describe the adverse effects of negative personalattitudes.Effects: lack of team motivation, poor workingrelationships, poor customer relations, poor leadership,staff dissatisfaction.

3.5 State the elements of good team workElements: appropriate leadership, appropriatemotivation, need for co-operation, organisation,communication

3.6 Describe the types of effective communication skills.Skills: use of visual and verbal communication, written,body language

3.7 Outline and describe the relationship of the reception roleto the organisation.Factors: image of organisation, gaining customerconfidence, achieving customer satisfaction, exceedingcustomer satisfaction where appropriate, maximisingsales and revenue, job satisfaction and security, motivationof colleagues and subordinates, team leadership





4.1 Ensure equipment is safe and fully maintained at all times.

4.2 Apply appropriate safety procedures when usingequipment and dangerous substances.

4.3 Complete a safety hazard analysis at appropriate times.

4.4 Report safety hazards without delay.

4.5 Use manufacturers’ instructions appropriately.

4.6 Demonstrate basic first aid procedures.

4.7 Use appropriate procedures for reporting accidents.



4.1 Describe the possible consequences of not fullymaintaining equipment.Consequences: staff exposure to unnecessary risks,guest exposed to unnecessary risks, equipment out ofcommission, insufficient equipment available for use,difficulties of organising work, reduced standards of work

4.2 Explain the importance of safety hazard analysis.Factors: risk and accident prevention, thinking positivelyabout safety, employer encouraged to think about risksand take preventative measures

4.3 Outline and explain reporting procedures for safety hazards.Minor: proceduresMajor: types, actions, responsibilitiesIn-house: examples

4.4 Describe the safety procedures recommended bymanufacturers.Equipment: examplesChemicals: any types used or handled

4.5 Describe the care and storage of any dangerous substances.Substances: chemicalsStorage: locationResponsibilities: specific examples

4.6 Explain basic first aid procedures.Factors: treatments, referral documentation, provisionand maintenance of trained personnel, provision andmaintenance of supplies

4.7 Describe the procedures for dealing with accidents.Procedures: reporting, recording, referral

04 Safe practices




5.1 Identify fire hazards and take appropriate action inaccordance with establishment guidelines.

5.2 Use safe fire prevention practices.

5.3 Take appropriate precautionary action on discovery of a fire.

5.4 Demonstrate appropriate fire fighting techniques.

5.5 Inspect fire fighting equipment regularly and reportmaintenance requirements.

5.6 Carry out evacuation procedures when appropriate, and in accordance with establishment guidelines.



5.1 Describe the appropriate precautions to be taken toprevent the risk of fire.Measures and factors: security, flame resistantmaterials, flame retarding finishes, combustible rubbish,electric wiring, storage of flammable materials, fire guards,spontaneous combustion, fire resisting doors

5.2 Identify and describe the function of fire detection andalarm systems.Detectors: smoke, flame, heatAlarms: manual, automaticTesting: procedures

5.3 State the evacuation procedures for staff, guests and visitors.Procedures: in accordance with organisational guidelines

5.4 Describe methods of fighting different types of fire.Methods: types of fire and equipment to use

5.5 Explain the importance of fire drills and fire training.Factors: staff awareness, guests’ confidence, reduction inrisk to guests and staff, dangers, limitations

5.6 Describe the procedures for the supply and maintenanceof fire prevention and fire fighting equipment and supplies.Factors: products, suppliers, selection of appropriateequipment, maintenance procedures, any legalrequirements

05 Fire prevention




6.1 Receive and welcome guests politely and in accordancewith organisational guidelines.

6.2 Use the correct procedures for receiving and checking-inguests on arrival.

6.3 Use the appropriate establishment procedures for group arrivals.

6.4 Use the appropriate procedures for ‘no trace’ reservations.

6.5 Demonstrate the methods of releasing/guaranteeingreservations.

6.6 Deal with non-arrivals as appropriate to organisationalguidelines.

6.7 Provide appropriate service for guests in residence.

6.8 Handle the departure of guests appropriately to includechecking out.

6.9 Demonstrate procedures for dealing with departing guests at reception.

6.10 Use in-house communication systems correctly and as necessary.



6.1 Describe the purposes and methods for receiving andwelcoming guests.Purposes and methods: creating a good impression,importance of first impressions, making guests feelwelcome, identifying special needs of guests

6.2 State the procedures to be followed for receiving guests,both advance reservations and chance arrivals.Procedures: allocation of rooms, registering guests,checking particulars of guests against reservation andregistration information, checking methods of payment,informing guests of facilities, issuing key or card key,issuing keycard, directing guests to rooms, updating status information

6.3 State the procedures for group arrivals.Procedures: checking the list of names by room type,checking late cancellations, checking reservation detailsincluding method of payment, pre-allocating rooms,preparing key/key cards

6.4 Explain the appropriate procedures for ‘no trace’reservations.Procedures: check arrivals list, check correspondence,cross reference manual/computer files, follow procedurefor arriving/receiving guests

6.5 Describe the methods of releasing/guaranteeingreservations.Methods: unconfirmed, provisional, 4pm, 6pm, standardrelease clause, guaranteed reservations, credit and chargecard payments and deposits

6.6 Explain the methods for dealing with non-arrivals.Methods: guaranteed reservations, non-guaranteedreservations, cancellation clauses in booking contract

6.7 Explain the procedures to be followed for providing aservice to guests in residence.Procedures: dealing with messages, dealing withpersonal callers, dealing with guests’ enquiries, dealingwith compliments and complaints, selling hotel facilitiesand services

6.8 Explain the importance of attending to departing guests.Factors: final, lasting impressions, opportunities forrepeat, referred business


6.10 Identify and explain the uses of in-house communication systems.Systems: types, (eg. two-way radio, pager, in-housetelephone, cellular phone, e-mail and internet) uses





7.1 Use computerised or manual systems to provide frontoffice documents.


7.3 Use the main communication systems and services.

7.4 Use organisational procedures for establishing the creditworthiness of guests.

7.5 Handle financial transactions between guests and the front office.

7.6 Deal with visitors’ paid outs/disbursements.

7.7 Accept different methods of settlement of guests’ accounts.

7.8 Obtain the authorisation, recording and control of pettycash in accordance with organisational procedures.

7.9 Use basic banking procedures for different types of payment.

7.10 Take the precautions necessary for the safe handling ofcash and other forms of payment.



7.1 List the range of front office documents that can beproduced using computerised or manual systems.Documents: letters, memos, reports, guest accounts,arrival and departures lists, promotional materials

7.2 Describe the main types of electronic/manual filing systems.Types: databases, microfilm, paperSystems: alphabetically, numerically, chronologically, by subject

7.3 Identify the main communication systems and servicesused in reception services.Systems and services: eg post, telephone, fax, e-mail,satellite, digital communications, teletext, computers

7.4 Explain the procedures for establishing the creditworthiness of guests.Procedures: establish method of payment, check validity,limit and acceptability of credit cards and charge cards,refer to hotel credit policy

7.5 Describe the procedure for handling financial transactionsbetween the guest and the front office.Procedures: deposits and pre-payments, refunds

7.6 Describe the procedures for dealing with visitors pay outsand disbursements.Procedures: voucher receipt signed, filed/posted toguest’s account

7.7 Describe the procedures for accepting different methodsof settlement of guests’ accounts.Procedures: cash, credit cards, charge cards, cheques,travellers’ cheques, foreign currency, vouchers, advancedpayments, approved transfers to ledger

7.8 Explain the procedures for obtaining the authorisation,recording and control of petty cash.Procedure: pay on receipt of authorised voucher, attachreceipt to petty cash voucher, record in petty cash book

7.9 Describe the basic banking procedures for different forms of payment.Basic procedures: paying-in cash, credit cards, cheques and foreign currency, clearance and specialclearance of cheques

7.10 Explain the precautions necessary for the safe handling of cash.Procedures: in situ, in transit





8.1 Use different types of tariffs according to customer needswhen selling accommodation.

8.2 Handle different reservations according to their source.

8.3 Use different methods of receiving advance reservations.

8.4 Use procedures involved before and during the recordingof an advance reservation appropriately.

8.5 Process and record advance reservations.

8.6 Control and manage levels of bookings/reservations.

8.7 Confirm advance reservations according to establishmentprocedures.

8.8 Deal appropriately with guests requesting creditsettlement when making a reservation.



8.1 Identify different tariffs for types of accommodation.Tariffs: room only, room and breakfast, half board, fullboard, long lets, special packages

8.2 Identify the different sources of reservation.Sources: individuals, travel agents, tour operators,business/companies, central reservations, airlines,conference organisers

8.3 Identify the different methods of receiving advancereservations.Methods: telephone, letter, fax, e-mail and internet, in-person

8.4 Explain the procedures involved before and during therecording of an advance reservation.Procedures: checking accommodation availability,recording necessary information, arrivals and departuredates, room type, number of rooms/persons, name,company or travel agent details, address/telephonenumber, rate, reservation number, agreed method ofaccount settlement, release/guarantee of reservation,special requirements, identification of reservationclerk/receptionist and date

8.5 Explain the methods of processing and recording advance reservations.Methods: bedroom book, conventional chart, densitychart, Whitney rack, diary, computer

8.6 Describe the principal methods of controlling andmanaging levels of bookings/reservations.Methods: booking to pre-determined number of rooms,booking to pre-determined number of rooms based on theanticipated non-arrivals for that date, close out by roomtype, closing reduced rate business, policy regardinggroup reservations

8.7 Identify the methods used to confirm reservations.Methods: letter (standard, personal), fax, e-mail

8.8 Explain the factors to be considered when creditsettlement is requested.Factors: hotel credit policy, lead time, originator ofreservation, need for a deposit/prepayment





9.1 Use correct procedures for opening, preparing andmaintaining guests’ accounts by manual (tabular ledger)method.

9.2 Prepare and present accurately guests’ bills.

9.3 Close guests’ accounts when checking out, according toestablishment procedures.

9.4 Balance the tabular ledger according to establishmentprocedures.

9.5 Operate a computerised guest accounting systemcompetently.

9.6 Use establishment procedures for checking customercredit worthiness where appropriate.



9.1 Describe the procedures for opening, preparing andmaintaining guests’ accounts by manual (tabular ledger) method.Methods: post arrivals, room numbers, rates ofoccupants, record change of rooms, rates of occupants,post charts, record allowances and refunds, makecorrections and adjustments, post deposits and pre-payments, carry forward current balances, transferaccount details and balances to guests’ bills

9.2 Explain the procedures for preparing and presentingguests’ bills.Procedures: enquire room number and name, check thatbring forward (b/f) total on bill agrees with the b/f total onthe tab, enquire about late changes (telephone calls, mini-bar), post to tab and bill, enquire totals agree, presentbill to guestTypes: guests’ bills, tour bills, pro formas, extra account

9.3 Describe the procedures for closing guests’ accountswhen checking out.Procedures: follow procedures for preparing andpresenting guests’ bills, post payments by cash, companyaccounts as appropriate, receipt cash bills and return toguests, file credit bills with appropriate authorisation

9.4 Describe the procedure for balancing the tabular ledger.Procedure: add all room and chance columns, add allservice/revenue earning columns, totals must agree,identify and correct errors

9.5 Explain the procedures for operating a computerised guestaccounting system.Procedures: post arrivals, room numbers, rates ofoccupants, record changes of rooms, rates and occupants,post charges, record allowances and refunds, makecorrections and adjustments, post deposits and pre-payments, carry forward/pick up current balances, closeguests’ accounts and bills on departure, produce a dailytrial balance

9.6 Identify and explain the methods of checking customercredit worthiness.Methods and procedures: examples





10.1 Promote the main products and services of theestablishment in accordance with its marketing objectives.

10.2 Target the segments of the market that require the rangeof products and services provided by the establishment.

10.3 Identify customer needs and offer products and servicesthat satisfy those needs.

10.4 Use the selling functions of the front office when makingsales to customers.

10.5 Achieve sales through the use of selling techniques,product knowledge, sales aids and appropriate personalattributes.

10.6 Develop sales opportunities for front office/reception.



10.1 Identify the main objectives of marketing a hotel (or similar).Objectives: identifying the market, identifying customerneeds, matching the product, price and promotion to the market

10.2 State the main products sold in a hotel (or similar).Products: accommodation, food, drink, service

10.3 Identify market segments attracted by the hotel product,individual or group.Segments: conferences, business houses, independenttravellers, local business, overseas holidays, domesticholidays

10.4 Explain the selling functions of the front office.Functions: maximise revenue and profit, achievingcustomer satisfaction

10.5 Describe the role of the hotel receptionist (or similar), as asales person.Role: hotel/customer contact, ability to recognise andexploit sales opportunities, ability to work effectively as amember of a team.

10.6 Explain the main reasons for a customer to make a purchase.Reasons: need, comfort, desire, pride, pleasure, fear,fashion

10.7 State the factors that influence customer choice.Factors: location, facilities, value for money, price, quality,tradition, advertising awareness, recommendation

10.8 Describe basic selling techniques.Techniques: opening the sale, developing the sale,closing the sale

10.9 Describe the personal attributes used in selling.Attributes: verbal communication, personalpresentation, body language

10.10 Explain the importance of product knowledge.Factors: matching the customers’ needs to theproduct/service, internal sales – bars, restaurants, in-company product sales – theatre tickets, car hire,knowledge of product competition

10.11 Describe aids to improve selling.Aids: printed materials, merchandising displays/point ofsale, audio-visual, product viewing/sampling

10.12 Identify appropriate skills and techniques required when selling.Skills and techniques: personally, telephone, by letter,by fax, e-mail and internet

10.13 Identify selling opportunities available to a hotel (or similar) receptionist.Opportunities: telephone and e-mail enquiries, arrivals,departures, correspondence, chance customers, residents




This is a multiple choice written paper lasting two hours with 60questions. Candidates must answer all questions.

Approximate %

examination

Topic weighting

01 Security practices 10

02 Customer service 10

03 Personal presentation 10

04 Safe practices 10

05 Fire prevention 10

06 General reception procedures 10

07 General front office procedures 10

08 Advance reservation procedures 10

09 Guest accounting procedures 10

10 Selling and marketing techniques 10

Assessment




1.1 Organise and practice safe handling of key systems within the establishment.

1.2 Maintain appropriate security procedures when dealing with guests’ belongings.

1.3 Use suitable security procedures when dealing withequipment and materials.

1.4 Use appropriate security procedures following thereporting of hazards/suspicious items.

1.5 Demonstrate effective emergency procedures when the need arises.


Candidate signature




Completion date





2.1 Use a positive approach to customer service to includepoliteness, promptness, identification of customerrequirements and taking remedial action.

2.2 Deal appropriately with customers in different situations, including, face to face, telephone and writing.

2.3 Deal appropriately with difficult customers, includingangry, boisterous, intoxicated and abusive customers.


2.5 Give appropriate assistance to customers including,information, physical help and referral.

2.6 Recognise limits of authority and refer situationsappropriately.

2.7 Deal appropriately with customer requirements including urgent, non-urgent and special requirements.

2.8 Apply written and in-house procedures for standardcustomer service.

2.9 Record customer service provision using logs and written reports where appropriate.

2.10 Maintain confidentiality where appropriate.


Candidate signature




Completion date

02 Customer service





3.2 Maintain good standards of personal hygiene and health consistently.

3.3 Maintain professional attitudes consistently.

3.4 Demonstrate competence in the role of team leader.

3.5 Maintain effective communication skills.

3.6 Maintain good relationships with customers and colleagues.


Candidate signature




Completion date





4.1 Ensure equipment is safe and fully maintained at all times.

4.2 Apply appropriate safety procedures when using equipment and dangerous substances.

4.3 Complete a safety hazard analysis at appropriate times.

4.4 Report safety hazards without delay.

4.5 Use manufacturers’ instructions appropriately.

4.6 Demonstrate basic first aid procedures.

4.7 Use appropriate procedures for reporting accidents.


Candidate signature




Completion date

04 Safe practices




5.1 Identify fire hazards and take appropriate action inaccordance with establishment guidelines.

5.2 Use safe fire prevention practices.

5.3 Take appropriate precautionary action on discovery of a fire.

5.4 Demonstrate appropriate fire fighting techniques.

5.5 Inspect fire fighting equipment regularly and reportmaintenance requirements.

5.6 Carry out evacuation procedures when appropriate, and in accordance with establishment guidelines.


Candidate signature




Completion date

05 Fire prevention




6.1 Receive and welcome guests politely and in accordance with organisational guidelines.

6.2 Use the correct procedures for receiving and checking-in guests on arrival.

6.3 Use the appropriate establishment procedures for group arrivals.

6.4 Use the appropriate procedures for ‘no trace’ reservations.

6.5 Demonstrate the methods of releasing/guaranteeingreservations.

6.6 Deal with non-arrivals as appropriate to organisational guidelines.

6.7 Provide appropriate service for guests in residence.

6.8 Handle the departure of guests appropriately to include checking out.

6.9 Demonstrate procedures for dealing with departing guests at reception.

6.10 Use in-house communication systems correctly and as necessary.


Candidate signature




Completion date







7.3 Use the main communication systems and services.

7.4 Use organisational procedures for establishing the credit worthiness of guests.

7.5 Handle financial transactions between guests and the front office.

7.6 Deal with visitors’ paid outs/disbursements.

7.7 Accept different methods of settlement of guests’accounts.

7.8 Obtain the authorisation, recording and control of petty cash in accordance with organisational procedures.

7.9 Use basic banking procedures for different types of payment.

7.10 Take the precautions necessary for the safe handling of cash and other forms of payment.


Candidate signature




Completion date





8.1 Use different types of tariffs according to customer needs when selling accommodation.

8.2 Handle different reservations according to their source.

8.3 Use different methods of receiving advance reservations.

8.4 Use procedures involved before and during the recording of an advance reservation appropriately.

8.5 Process and record advance reservations.


8.7 Confirm advance reservations according to establishment procedures.

8.8 Deal appropriately with guests requesting creditsettlement when making a reservation.


Candidate signature




Completion date





9.1 Use correct procedures for opening, preparing andmaintaining guests’ accounts by manual (tabular ledger) method.

9.2 Prepare and present accurately guests’ bills.

9.3 Close guests’ accounts when checking out, according to establishment procedures.

9.4 Balance the tabular ledger according to establishment procedures.

9.5 Operate a computerised guest accounting system competently.

9.6 Use establishment procedures for checking customercredit worthiness where appropriate.


Candidate signature




Completion date





10.1 Promote the main products and services of theestablishment in accordance with its marketing objectives.

10.2 Target the segments of the market that require the range of products and services provided by theestablishment.

10.3 Identify customer needs and offer products and services that satisfy those needs.

10.4 Use the selling functions of the front office when making sales to customers.

10.5 Achieve sales through the use of selling techniques,product knowledge, sales aids and appropriate personal attributes.

10.6 Develop sales opportunities for front office/reception.


Candidate signature




Completion date



Sections

Advanced diploma


02 Customer care


04 Safe practices

05 Fire safety






Reception Operations and Services 7067




1.1 Compile an appropriate asset audit for a reception department.

1.2 Prepare and evaluate appropriate security check lists.

1.3 Produce suitable plans to cover contingencies.

1.4 Plan and provide staff training in security.

1.5 Ensure knowledge of security developments is continually updated.

1.6 Maintain security of information practices as appropriate.



1.1 Identify and explain the need for security provision.Areas: buildings, plant and equipment, stocks ofconsumable, stocks of non-consumable, furniture, fittings,capital investment, revenues generated by the business

1.2 Classify security threats according to type and circumstance.Classification group 1: intrusion, attack, vandalism,theft, pilferageClassification group 2: fire, physical damage, breakdownClassification group 3: provision of below standard serviceClassification group 4: bona fide guests, bona fidevisitors, non-bona fide guests, non-bona fide visitors

1.3 Critically appraise the use of asset audits.Factors: extent of audits, adoption of control andassurance strategies

1.4 Describe the elements that contribute to controlstrategies.Standard operating procedures: policy statements,establishment directives, record keeping, staffresponsibilities, co-ordinating roleAreas: key control, lost property, stock control, linen handling, use of chemicals, guest loans, guestproperty submitted for safe-keeping, staff standards of performance

1.5 Describe the elements that contribute to assurancestrategies.Elements: contingency programmes such as evacuationprocedures, staff responsibilities, co-ordinating roles

1.6 Describe the types of reporting procedures and explain their use.Procedures: standard and in-house

1.7 Describe the benefits of security awareness training for staff.Benefits: examples

1.8 Describe and explain the use of security informationpractices and procedures.Information: examples, any legal implicationsProcedures: standard and in-house





2.1 Identify, prioritise and confirm customer requirements.

2.2 Adapt responses to suit customer behaviour.

2.3 Ensure hosts are identified and appropriately addressed ingroup situations.

2.4 Provide information and referral advice when requested.

2.5 Take corrective action where a guest is dissatisfied.

2.6 Provide physical assistance and/or referral advice as required.

2.7 Deal with difficult customers effectively.



2.1 State the reasons for prioritising customer requirements.Requirements: urgent, non-urgent

2.2 State the reasons for adapting own responses in differentcustomer service situations.Situations: routine, non-routine

2.3 Describe relevant sources of information.Sources: internal documents, external agencies, staff,management, other customers, standard and otherreference literature

2.4 Explain the nature and purpose of remedial measures and corrective actions.Measures and actions: replace, refund, referral

2.5 Describe the factors influencing customer behaviour.Influences: time, alcohol, drugs, medication, personalpressure, emotional disturbances

2.6 Explain the purpose of positive customer service.Purpose: maintain customer well being, examples

2.7 Describe the benefits of positive service practices.Benefits: increased business, customer satisfaction,increased sales, referred trade, improved reputation

02 Customer care





3.2 Maintain appropriate health and safety practices.

3.3 Maintain an appropriate professional attitude.

3.4 Give effective leadership in all appropriate areas of work.

3.5 Maintain and use effective communication skills.



3.1 Explain the reasons for maintaining appropriate levels ofpersonal presentation.Requirements: examples for other staff members,establishment policy, customer perception andexpectations

3.2 Explain the reasons for maintaining satisfactory personalhealth and hygiene practices.Requirements: examples for other staff, establishmentpolicy, customer perceptions and expectationsPersonal benefits: well being, quality of work, quality ofworking environment

3.3 Describe the elements that combine to produce a positiveprofessional attitude.Elements: consideration, respect, recognition, credit,involvement, availability, fair, equitable treatment, positiveaction on an individual basis

3.4 Describe the possible consequences of negativeprofessional attitudes.Consequences: direct effect on well being of staff, levelsof performance, working environment, subordinaterelationships, customer expectations and perceptions.

3.5 Describe the importance and benefits of teammanagement.Work of management theorists: eg Maslow, McGregar,Blake and Marton, Venison and Likert

3.6 Describe the benefits of effective communication skills.Factors: openness, upward distortion of information,personal characteristics, feedback, conflict, job retentionand labour turnoverAreas: preparation and compilation of documents,interviews, presentations, reception systems, publicrelations, customer contact, introducing new systems and procedures





4.1 Prepare reports identifying health and safety hazards.

4.2 Prepare reports detailing how risks will be minimised.

4.3 Organise safety training appropriately.

4.4 Update and develop own knowledge and competence onsafety matters.

4.5 Deal appropriately with reported safety hazards.



4.1 Describe the procedures for the safe use, handling,storage and transporting of articles and substances.Factors: examples

4.2 Explain the importance of following procedures for theprovision and maintenance of safe plant and systems.Procedures: examples

4.3 Describe the information, training, instruction andsupervision necessary to maintain establishment healthand safety standards.Information: examplesTraining: examplesInstruction: examples, standard manuals, noticesSupervision: examplesEstablishment practices: first aid training, any legalresponsibilities and obligations

4.4 Explain the importance of safe working conditions.Factors: positive effect on employee morale, customerexpectations and perceptions, any legal implications

4.5 Describe the best practice methods of recording safety procedures.Methods: reports, establishment practices

04 Safe practices




5.1 Collate appropriate data for analysing fire hazards withinthe establishment.

5.2 Organise, conduct and evaluate training in fire safety.

5.3 Produce control procedures for flammable materials.

5.4 Appraise establishment areas continually for fire risk andproduce appropriate reports.



5.1 Describe the factors involved in analysing the hazards of the establishment and its contents.Establishment and contents: main structure, internal layout, design, furniture, fittings, designAdditional purchases: selection procedures, hazards identifiedFacilities: fire and smoke detectors, maintenance, smoke doors, alarms, alternative escape routes, exit signs, emergency lighting, extinguishers

5.2 Describe best practice control procedures covering the storage of materials.Storage: highly flammable items, no smoking areas,advisory bodies, documentation, issue, authority, key control

5.3 Identify and explain procedures covering fire prevention.Factors: co-operation with maintenance department,inspection of high risk areas, inspection of stores,company policy on smoking, enforcement

5.4 Explain the procedures relating to fire prevention duringrenovation/redecoration.Procedures: review flammability of materials chosen,storage of deliveries during this period, co-operation withcontractors, inspection of contractors’ work for fire risks,temporary disablement of detection systems

5.5 Explain the importance of using procedures covering firedetection, alarm and escape.Detection: heat detectors, smoke detectors, observationAlarm: building sirens and alarms, voice alarms, visualalarms, communication systemsEscape: emergency instructions, floor plans, exit lights,exit routes, use of video, instructions for guests

5.6 Explain the importance of using procedures minimising fire hazards caused by building users.Procedures: staff training and retraining, promotion offire prevention, dealing appropriately with detection of fire hazards, dealing appropriately with fire, co-operationof all departments, effecting safest means of escape, firefighting (establishment policy or instructions ofappropriate advisory bodies)

05 Fire safety




6.1 Welcome guests using appropriate methods and techniques.

6.2 Receive guests using the appropriate procedures.

6.3 Follow the necessary additional procedures for group arrivals.

6.4 Follow the appropriate procedures for ‘no trace’reservations.

6.5 Release and/or guarantee reservations appropriately.

6.6 Deal with non-arrivals appropriately.

6.7 Follow the procedures for guests in residenceappropriately.

6.8 Attend to departing guests appropriately.

6.9 Employ appropriate inter-departmental relationships with other departments.

6.10 Employ positive communication techniques/co-operationfrom reception to housekeeping departments.

6.11 Follow the appropriate procedures for dealing withdeparting guests at reception.

6.12 Employ effective management skills when applyingreception procedures.



6.1 Describe the purposes and methods for receiving andwelcoming guests.Purposes and methods: creating a good impression,importance of first impressions, making guests feelwelcome, identifying special needs of guests

6.2 Explain the procedures to be followed for receiving guestsfor advance reservations and chance arrivals.Procedures: allocation of rooms, registering guests,checking particulars of guests against reservation andregistration information, checking methods of payment,informing guests of facilities, issuing key or card key,issuing keycard, directing guests to rooms, updating statusinformation

6.3 Describe additional procedures for group arrivals.Procedures: checking the list of names by room type,checking late cancellations, checking reservation detailsincluding method of payment, pre-allocating rooms,preparing key/key cards

6.4 Explain appropriate procedures for ‘no trace’ reservations.Procedures: check arrivals list, check correspondence,cross reference manual/computer files, follow procedurefor arriving/receiving guests

6.5 Describe the methods for releasing/guaranteeingreservations.Methods: unconfirmed, provisional, 4pm, 6pm, standardrelease clause, guaranteed reservations, credit and chargecard payments and deposits

6.6 Describe the appropriate methods for dealing with non-arrivals.Methods: guaranteed reservations, non-guaranteedreservations, cancellation clauses in booking contract

6.7 Explain the procedures to be followed for dealing withguests in residence.Procedures: dealing with messages, dealing withpersonal callers, dealing with guests’ enquiries, dealingwith compliments and complaints, selling hotel facilitiesand services

6.8 Explain the importance and benefits of attending todeparting guests.Factors: final, lasting impressions, opportunities forrepeat, referred business

6.9 Explain the importance and benefits of maintaining goodinter-department relations.Factors: good communication, regular meetings,staff/management liaison meetings across departments,positive staff morale, healthy competition, team spirit

6.10 Describe the benefits of positive communicationtechniques/co-operation from reception to housekeepingdepartments.Factors: regular up-to-date arrivals lists, departure lists,room status reports, regular meetings ofstaff/management of both departments, feedback fromguest comments at checkout


6.12 Evaluate effective management skills when applyingreception procedures.Factors: team leadership, control, positive motivationtechniques, ability to make decisions under pressure





7.1 Provide front office documents using computerised ormanual systems.

7.2 Access, manage and retrieve data from the main types ofelectronic or manual filing systems as appropriate.

7.3 Maintain and operate the main communication systemsand services appropriately.

7.4 Establish the credit worthiness of guests using the correct procedures.

7.5 Handle and process financial transactions between guestsand the front office.

7.6 Handle and process paid outs/disbursements for visitors.

7.7 Accept and process different methods of settlement ofguests’ accounts.

7.8 Obtain and/or authorise the recording and control of petty cash.

7.9 Use basic banking procedures as appropriate to a range of transactions.

7.10 Use the precautions necessary for the safe handling ofcash and other forms of payment.

7.11 Calculate front office performance indicators in order toassist management analysis.

7.12 Forecast cash flow needs for floats appropriately.



7.1 Describe the range and purpose of front office documents that can be produced using computerised or manual systems.Documents: letters, memos, reports, guest accounts,arrival and departures lists, promotional materials

7.2 Describe the main types of electronic/manual filingsystems and their functions in the front office.Types: databases, microfilm, paperSystems: alphabetically, numerically, chronologically, by subject

7.3 Identify the main communication systems and servicesand describe their functions.Systems and services: post, telephone, fax, e-mail,satellite, digital communications, teletext, computers

7.4 Explain the reasons and procedures for establishing thecredit worthiness of guests.Factors: establish method of payment, check validity, limitand acceptability of credit cards and charge cards, refer tohotel credit policy

7.5 Describe the procedures for handling financialtransactions between the guest and the front office andexplain their purpose.Procedures: deposits and pre-payments, refunds

7.6 Explain the procedures for dealing with visitors’ paidouts/disbursements.Procedures: voucher receipt signed, filed/posted toguest’s account

7.7 Describe procedures for accepting different methods ofsettlement of guests’ accounts.Procedures: cash, credit cards, charge cards, cheques,travellers’ cheques, overseas cheques, foreign currency,vouchers, company cheques, international money orders,advance payments, approved transfers to ledger

7.8 Explain procedures for obtaining and giving authorisationfor the recording and control of petty cash.Procedures: pay on receipt of authorised voucher, attachreceipt to petty cash voucher, record in petty cash book

7.9 Describe the essential banking procedures used by front office staff.Procedures: paying-in cash, credit cards, cheques and foreign currency, clearance and special clearance of cheques

7.10 Explain the policy for the safe handling of cash.Procedures: in situ, in transit

7.11 Explain the way in which front office performanceindicators assist management analysis.Indicators: room occupancy, bed/sleeper occupancy,average room rate, average sleeper rate

7.12 Describe the methods and techniques for forecasting cashflow needs for floats.Methods: examples





8.1 Sell accommodation using different types of tariff as appropriate.

8.2 Take reservations from different sources and handle as appropriate.

8.3 Receive advance reservations using different methods as appropriate.

8.4 Prepare to take advance reservations and process andrecord following the correct procedures.


8.6 Confirm advance reservations appropriately.

8.7 Handle as appropriate guests’ requests for creditsettlement when making a reservation.

8.8 Process and use guest history data.

8.9 Apply yield management techniques when handlingadvance reservations.



8.1 List and describe different tariffs used for accommodation.Tariffs: room only, room and breakfast, half board, fullboard, long lets, special packages

8.2 List and describe the different sources of reservation.Sources: individuals, travel agents, tour operators,business/companies, central reservations, airlines,conference organisers

8.3 Identify and explain the need for using different methodsof receiving advance reservations.Methods: telephone, letter, fax, e-mail and internet, in-person

8.4 Explain the procedures involved before and during therecording of an advance reservation.Procedures: checking accommodation availability,recording necessary information, arrivals and departuredates, room type, number of rooms/persons, name,company or travel agent details, address/telephonenumber, rate, reservation number, agreed method ofaccount settlement, release/guarantee of reservation,special requirements, identification of reservationclerk/receptionist and date

8.5 Explain methods of processing and recording advance reservations.Methods: bedroom book, conventional chart, densitychart, Whitney rack, diary, computer

8.6 Describe the principal methods of controlling andmanaging levels of bookings/reservations.Methods: booking to pre-determined number of rooms, booking to pre-determined number of roomsbased on the anticipated non-arrivals for that date, close out by room type, closing reduced rate business,policy regarding group reservations

8.7 Describe the methods used to confirm reservations.Methods: letter, (standard, personal) fax, e-mail

8.8 Explain the factors to be considered when creditsettlement is requested.Factors: hotel credit policy, lead time, originator ofreservation, need for a deposit/prepayment

8.9 Describe the applications of guest history data.Factors: promote customer satisfaction, assist sellingtechniques, encourage repeat/additional business

8.10 Describe the management techniques used for increasing sales and turnover.Techniques: maximise income generation by maximising room sales, discounting as appropriate tomaximise room occupancy





9.1 Open, prepare and maintain guests’ accounts following thecorrect procedures using manual (tabular ledger) method.

9.2 Prepare and present guests’ bills using the correctprocedures.


9.4 Balance the tabular ledger using the correct procedures.

9.5 Input, access and retrieve data from a computerised guestaccounting system.

9.6 Interpret and present guest accounting information formanagement analysis.



9.1 Describe procedures and explain the benefits for opening,preparing and maintaining guests’ accounts by manual(tabular ledger).Methods: post arrivals, room numbers, rates ofoccupants, record change of rooms, rates of occupants,post charts, record allowances and refunds, makecorrections and adjustments, post deposits and pre-payments, carry forward current balances, transferaccount details and balances to guests’ bills

9.2 Explain the necessity for following procedures whenpreparing and presenting guests’ bills.Procedures: enquire room number and name, check that bring forward (b/f) total on bill agrees with the b/f totalon the tab, enquire about late changes (telephone calls, mini-bar), post to tab and bill, enquire totals agree, presentbill to guestTypes: guests’ bills, tour accounts, pro formas, extra bills

9.3 Explain the necessity for following procedures for closingguests’ accounts when checking out.Procedures: follow procedures for preparing andpresenting guests’ bills, post payments by cash, companyaccounts as appropriate, receipt cash bills and return toguests, file credit bills with appropriate authorisation

9.4 Describe the procedure and benefits of balancing thetabular ledger.Procedure: add all room and chance columns, add allservice/revenue earning columns, totals must agree,identify and correct errors

9.5 Explain the procedures and benefits of operating acomputerised guest accounting system.Procedures: post arrivals, room numbers, rates ofoccupants, record changes of rooms, rates and occupants, post charges, record allowances and refunds,make corrections and adjustments, post deposits and pre-payments, carry forward/pick up current balances,close guests’ accounts and bills on departure, produce adaily trial balance

9.6 State the benefits of an analysis of information and datarelating to individual/total guest accounts.Information: average spend per guest, average spendper room, revenue generated for department, averagelength of stay, relevant charts, diagrams, use of statistics,forecasting, budget revision, rate review, rate negotiations





10.1 Ensure the availability of main products for sale in a hotel or similar.

10.2 Offer to customers products suited to their needs.

10.3 Satisfy all opportunities to make sales of products withinorganisational policy.

10.4 Employ selling techniques and use, where appropriate,sales aids when serving customers.

10.5 Maintain records of sales in support of marketing and sales planning.



10.1 State the main objectives of marketing a hotel (or similar).Objectives: identifying the market, identifying customerneeds, matching the product, price and promotion to the market

10.2 Identify the main products sold in a hotel (or similar).Products: accommodation, food, drink, service

10.3 Describe the range and types of customers using hotel or restaurant provisions.Range: conferences, business houses, independenttravellers, local business, overseas holidays, domestic holidays

10.4 Explain how occupancy can be maximised by capitalisingon the range of customer groups.Factors: business, tourist, group, rack rate vis à visdiscounted rate

10.5 Explain the selling functions of the front office and their benefits.Functions: maximise revenue and profit, achievingcustomer satisfactionRates: reviews, negotiations

10.6 Explain the importance of the reception office as a sales department.Factors: contribution of accommodation sales to totalrevenue and profit, perishability of the accommodationproduct, selling of other products in the hotel

10.7 Describe the role of the receptionist as a sales person.Role: hotel/customer contact, ability to recognise andexploit sales opportunities, ability to work effectively as amember of a team

10.8 Explain the main reasons for a customer to make a purchase.Reasons: need, comfort, desire, pride, pleasure, fear, fashion

10.9 State the criteria that can influence customer choice.Criteria: location, facilities, value for money, price, quality,tradition, advertising awareness, recommendation

10.10 Describe basic selling techniques.Techniques: opening the sale, developing the sale,closing the sale

10.11 Explain the personal attributes used in selling.Attributes: verbal communication, personal presentation,body language

10.12 Explain the importance of product knowledge to achieving sales.Factors: matching the customers’ needs to theproduct/service, internal sales – bars, restaurants, in-company product sales – theatre tickets, car hire,knowledge of product competition

10.13 Identify selling aids and describe how they contribute toachieving sales.Aids: printed materials, merchandising displays/point ofsale, audio-visual, product viewing/sampling

10.14 State the sources of selling/sales leads.Sources: correspondence, enquiries, repeat customers,local paper, forthcoming events in the area, unusualbooking patterns, referrals

10.15 Describe the appropriate skills and techniques requiredwhen selling.Skills and techniques: personally, telephone, by letter,by fax and e-mail

10.16 Identify selling opportunities available to a hotelreceptionist.Opportunities: telephone and e-mail enquiries, arrivals, departures, correspondence, chance customers, residents

10.17 Identify information to be recorded in support ofmarketing and sales functions.Information: guest history data, enquiries, mailing lists,sales campaigns, advertising, statistical analysis,forecasting, rate reviews

10.18 Describe the use of familiarisation visits as a means of promoting business.Types: inspections, simulated customer experience,planned educational visitsUses: goodwill creation, customer creation, imagepromotion, staff/customer awareness, promotion of business




This is a structured answer written paper lasting three hours with10 questions. Candidates must answer all questions.

Approximate %

examination

Topic weighting

All questions carry equalweighting


02 Customer care


04 Safe practices

05 Fire safety






Assessment




1.1 Compile an appropriate asset audit for a reception department.

1.2 Prepare and evaluate appropriate security check lists.

1.3 Produce suitable plans to cover contingencies.

1.4 Plan and provide staff training in security.

1.5 Ensure knowledge of security developments is continually updated.

1.6 Maintain security of information practices as appropriate.


Candidate signature




Completion date





2.1 Identify, prioritise and confirm customer requirements.

2.2 Adapt responses to suit customer behaviour.

2.3 Ensure hosts are identified and appropriately addressed in group situations.

2.4 Provide information and referral advice when requested.

2.5 Take corrective action where a guest is dissatisfied.

2.6 Provide physical assistance and/or referral advice as required.

2.7 Deal with difficult customers effectively.


Candidate signature




Completion date

02 Customer care





3.2 Maintain appropriate health and safety practices.

3.3 Maintain an appropriate professional attitude.

3.4 Give effective leadership in all appropriate areas of work.

3.5 Maintain and use effective communication skills.


Candidate signature




Completion date





4.1 Prepare reports identifying health and safety hazards.

4.2 Prepare reports detailing how risks will be minimised.

4.3 Organise safety training appropriately.

4.4 Update and develop own knowledge and competence on safety matters.

4.5 Deal appropriately with reported safety hazards.


Candidate signature




Completion date

04 Safe practices




5.1 Collate appropriate data for analysing fire hazards within the establishment.

5.2 Organise, conduct and evaluate training in fire safety.

5.3 Produce control procedures for flammable materials.

5.4 Appraise establishment areas continually for fire risk and produce appropriate reports.


Candidate signature




Completion date

05 Fire safety




6.1 Welcome guests using appropriate methods and techniques.

6.2 Receive guests using the appropriate procedures.

6.3 Follow the necessary additional procedures for group arrivals.

6.4 Follow the appropriate procedures for ‘no trace’reservations.

6.5 Release and/or guarantee reservations appropriately.

6.6 Deal with non-arrivals appropriately.

6.7 Follow the procedures for guests in residenceappropriately.

6.8 Attend to departing guests appropriately.

6.9 Employ appropriate inter-departmental relationships with other departments.

6.10 Employ positive communication techniques/co-operation from reception to housekeepingdepartments.

6.11 Follow the appropriate procedures for dealing withdeparting guests at reception.

6.12 Employ effective management skills when applyingreception procedures.


Candidate signature




Completion date





7.1 Provide front office documents using computerised or manual systems.

7.2 Access, manage and retrieve data from the main types of electronic or manual filing systems as appropriate.

7.3 Maintain and operate the main communication systems and services appropriately.

7.4 Establish the credit worthiness of guests using the correct procedures.

7.5 Handle and process financial transactions between guests and the front office.

7.6 Handle and process paid outs/disbursements for visitors.

7.7 Accept and process different methods of settlement of guests’ accounts.

7.8 Obtain and/or authorise the recording and control of petty cash.

7.9 Use basic banking procedures as appropriate to a range of transactions.

7.10 Use the precautions necessary for the safe handling of cash and other forms of payment.

7.11 Calculate front office performance indicators in order to assist management analysis.

7.12 Forecast cash flow needs for floats appropriately.


Candidate signature




Completion date





8.1 Sell accommodation using different types of tariff as appropriate.

8.2 Take reservations from different sources and handle as appropriate.

8.3 Receive advance reservations using different methods as appropriate.

8.4 Prepare to take advance reservations and process and record following the correct procedures.


8.6 Confirm advance reservations appropriately.

8.7 Handle as appropriate guests’ requests for creditsettlement when making a reservation.

8.8 Process and use guest history data.

8.9 Apply yield management techniques when handling advance reservations.


Candidate signature




Completion date





9.1 Open, prepare and maintain guests’ accounts following the correct procedures using manual (tabular ledger) method.

9.2 Prepare and present guests’ bills using the correct procedures.

9.3 Close guests’ accounts when checking out using the correct procedures.

9.4 Balance the tabular ledger using the correct procedures.

9.5 Input, access and retrieve data from a computerised guest accounting system.

9.6 Interpret and present guest accounting information for management analysis.


Candidate signature




Completion date





10.1 Ensure the availability of main products for sale in a hotel or similar.

10.2 Offer to customers products suited to their needs.

10.3 Satisfy all opportunities to make sales of products within organisational policy.

10.4 Employ selling techniques and use, where appropriate, sales aids when serving customers.

10.5 Maintain records of sales in support of marketing and sales planning.


Candidate signature




Completion date



Two assessment methods are used in the 7067 ReceptionOperations and Services programme – written questions andpractical assessments.

Practical assessments

Each unit (assessment component) in this programme has one ormore practical assessments which are taken from the practicalcomponents that make up the first part of each syllabus section.The competence checklists (tick boxes), given at the end of eachunit, serve as the marking criteria for these assessments andshould be used to record the outcome of each candidate’sperformance. Local custom and practice is allowed within thespecifications of the ‘range’ supporting each practicalcompetence statement. The results of the assessment must bedocumented and available for audit by the visiting verifier. ALLassessments must be successfully completed.

The assessments may be held at any time agreed by theinstructor and the candidate so that each candidate has apersonal record of his/her practical assessments.

The competence checklists in this publication are intended to bephotocopied.

Preparation, supervision and marking

It is essential that the instructor ensures all necessarypreparations are carried out. This will involve ensuring:

• the candidate is ready to demonstrate his or her practical skills• every candidate understands what is involved• any necessary equipment is available for the assessment.

Marking of the practical performance is determined on outcomesas defined by the practical competences. Each tick box will showeither ‘yes – the candidate achieved this’ or ‘no – the candidatedid not achieve this’. The candidate must be successful in allcompetences included in the checklist before it can be ‘signed off’and its results transferred to the summative record.

All assessments require supervision to ensure that the resultsreflect only the work of the individual candidate concerned. Youmust keep all assessment documentation and material in a file foreach candidate until the results have been agreed by the visitingverifier and until confirmation of results has been received fromCity & Guilds.

Records, results and certification

When all the required practical assessments for a specific awardhave been achieved, then the result must be sent to City & Guilds.We suggest that you keep a record of each individual’sachievements which may then be transferred to the entry forms.A model is given at the end of this section but you may use anyform of record keeping that is convenient and accessible.

Results for practical assessments are entered onto Form S whichmust be countersigned by the visiting verifier and sent to us.

Candidates wishing to gain the full award (certificate, diploma oradvanced diploma) must successfully complete all forms ofassessment. We recommend that the practical results are sent atthe time of, or shortly before, the date of the writtenexaminations.

Visiting verifier

The operation of this programme requires the appointment of avisiting verifier. The visiting verifier must countersign the

results of the practical assessments on Form S. The visitingverifier should also be able to inspect records and candidates’work to verify the results before submission.

Appendix APractical assessments

Appendix A 79

Certificate in Reception Operations and ServicesCandidate assessment record


Candidate’s name and number

Centre name and number

Assessment reference Date completed Instructor signature Instructor name

002/01 Security practices

002/02 Customer care

002/03 Personal presentation

002/04 Safe practices

002/05 Fire prevention

002/06 General reception procedures

002/07 General front office procedures

002/08 Advance reservation procedures

002/09 Guest accounting procedures

002/10 Selling and marketing techniques

Diploma in Reception Operations and ServicesCandidate assessment record

Appendix A 81





012/02 Customer service



012/05 Fire prevention






Advanced Diploma in Reception Operations and ServicesCandidate assessment record






022/02 Customer care



022/05 Fire safety






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