SELF-ASSESSMENT GUIDE Qualification:

FRONT OFFICE SERVICES NC II

Certificate of Competency 1:

PERFORM FRONT OFFICE RESERVATIONS

Units of Competency Covered:

  

Receive and Process Reservations Operate a Computerized Reservation System Provide Accommodation Reception Services

Instruction:  Read each of the questions in the left-hand column of the chart.  Place a check in the appropriate box opposite each question to indicate your answer. Can I?     

Record special request of guests*

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Confirm all details of customer bookings*.

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File documents in a manner which ensures easy access by others Prepare and issue documents and other materials to the customer

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Update the financial status of the reservation accurately*

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Receive, process and record amended or cancelled reservations* Communicate general and specific customer requirements and reservation details to appropriate departments and colleagues* Compile accurate and relevant reservation statistics and provide it to concerned personnel or departments*

  

NO

Determine the availability of the reservation and advise customer accordingly* Offer alternatives, including waitlist options, if requested booking is not available*. Handle and respond to inquiry regarding rates and other product features* Record customer details against booking in a manner which ensures correct interpretation by anybody who may access the reservation details* Check and use customer profile information in making the reservation to enhance customer service*





YES

Access and interpret reservation system accurately*

TRSFOS 205-0510 Front Office Services NC II

1



Use all features of the system to access a range of information*

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Check availability of the required booking*.

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Create new reservations containing accurate customer details and full requirements*. Encode customer details using format required by the computer system*

 

Record amendments and updates accurately*

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Download and print reservation details.

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Create and process communications using the required features of the system* Access and interpret communications from industry colleagues correctly* Prepare and check functionality of reception area and all necessary equipment* Check and review arrival details of guests including uncertain arrivals and reservations*.

   

Allocate rooms in accordance with guest requirements*

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Compile and distribute arrival list to relevant personnel*.

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Inform colleagues on special situations in a timely manner.

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Welcome and register guests with or without reservations

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Confirm reservation details of guests*

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Apply correct accounting procedures*

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Explain relevant information details such as room key/ electronic cards, guest mail, messages and safety deposit arrangements to guest* Follow procedures when rooms are not immediately available or overbooking has occurred*

 

Monitor and report discrepancies in guest arrivals*

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Review and check departure list of guests*



Facilitate gathering of information of departing guest from other departments*



Generate and explain guests’ accounts

TRSFOS 205-0510 Front Office Services NC II

2

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Recover key electronic card from departing guest*

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Act or refer guest request to appropriate department*

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Process express and group express check out*

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Prepare and update front office records*

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Follow establishment policies regarding to room changes, no-shows, extensions and early departures*

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Distribute reports and records to appropriate departments* I agree to undertake assessment in the knowledge that information gathered will only be used for professional development purposes and can only be accessed by concerned assessment personnel and my manager/supervisor.

Candidate’s Signature:

Date:

NOTE: * Critical aspects of competency

TRSFOS 205-0510 Front Office Services NC II

3

SELF-ASSESSMENT GUIDE Qualification

FRONT OFFICE SERVICES NC II

Certificate of Competency 2:

CONDUCT NIGHT AUDIT

Instruction:  Read each of the questions in the left-hand column of the chart.  Place a check in the appropriate box opposite each question to indicate your answer. Can I? 

Check all financial transactions*



Identify and resolve financial and systems discrepancies according to the level of responsibility*



Implement financial systems and financial control systems*

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Provide monitoring and feedback to appropriate management on possible improvements*

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Complete routine and reports within designated timelines*



Forward reports to appropriate persons and department*

YES

NO

I agree to undertake assessment in the knowledge that information gathered will only be used for professional development purposes and can only be accessed by concerned assessment personnel and my manager/supervisor. Candidate’s Signature:

Date:

NOTE: * Critical aspects of competency

TRSFOS 205-0510 Front Office Services NC II

4

SELF-ASSESSMENT GUIDE Qualification

FRONT OFFICE SERVICES NC II

Certificate of Competency 3:

PROVIDE CLUB RECEPTION SERVICES

Instruction:  Read each of the questions in the left-hand column of the chart.  Place a check in the appropriate box opposite each question to indicate your answer. Can I?

YES



Provide accurate advice and information on club services and facilities to customers and club members as required and according to established standards.



Explain club membership and club rules to the public and members following standard procedures

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Explain membership application forms in accordance with enterprise standards

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Record and maintain membership records according to standard procedures

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Check membership badges/cards in accordance with established standards

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Assist guest to sign in accordance with government and enterprise requirements



Check compliance of members with dress and age regulations in accordance with established policy and procedures Refer disputes over entry to club are referred to security, supervisor or other relevant person according to enterprise policy



NO

I agree to undertake assessment in the knowledge that information gathered will only be used for professional development purposes and can only be accessed by concerned assessment personnel and my manager/supervisor. Candidate’s Signature:

Date:

NOTE: * Critical aspects of competency

TRSFOS 205-0510 Front Office Services NC II

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SELF-ASSESSMENT GUIDE Qualification

FRONT OFFICE SERVICES NC II

Certificate of Competency 4:

PROVIDE PORTER SERVICES

Instruction:  Read each of the questions in the left-hand column of the chart.  Place a check in the appropriate box opposite each question to indicate your answer. Can I? 

Review expected daily arrivals, departures and requests for major guest movements*



Direct guest to appropriate area for registration*



Assist guest on luggage*

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Escort guest to rooms and where appropriate courteously shows/explains the establishment/room features*

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Transport and deliver guest luggage to correct location within appropriate timeframes*



Operate luggage storage systems*



Mark and store luggage for easy retrieval*

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Place luggage in the storage system*

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Provide bell desk services promptly*



Liaise with colleagues and other departments to ensure effective response to bell desk request*

YES

NO

I agree to undertake assessment in the knowledge that information gathered will only be used for professional development purposes and can only be accessed by concerned assessment personnel and my manager/supervisor. Candidate’s Signature:

TRSFOS 205-0510 Front Office Services NC II

Date:

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