Beruflich Dokumente
Kultur Dokumente
REGULATIONS
TABLE OF CONTENTS
TOURISM SECTOR
(HOTEL AND RESTAURANT)
SECTION 2
COMPETENCY STANDARDS
SECTION 3
2-14
15-33
34-55
TRAINING STANDARDS
3.1
3.2
3.3
3.4
3.5
3.6
3.7
SECTION 4
Basic Competencies
Common Competencies
Core Competencies
Curriculum Design
Training Delivery
Trainee Entry Requirements
List of Tools, Equipment and Materials
Training Facilities
Trainers Qualifications
Institutional Assessment
56-59
60
60
61
62
62
62
63
COMPETENCY MAP
64
DEFINITION OF TERMS
65
ACKNOWLEDGEMENTS
66
BASIC COMPETENCIES
500311105
500311106
500311107
500311108
CODE NO.
COMMON COMPETENCIES
TRS311201
TRS311202
TRS311203
TRS311204
TRS311205
CODE NO.
CORE COMPETENCIES
TRS5123105
TRS5123106
TRS5123107
TRS5123108
TRS512305
TRS5123109
TRS5123110
BASIC COMPETENCIES
UNIT OF COMPETENCY
UNIT CODE
500311105
UNIT DESCRIPTOR
ELEMENT
2. Speak English
at a basic
operational
level
3. Participate in
workplace meetings
and discussions
4. Complete relevant
work related
documents
PERFORMANCE CRITERIA
Italicized terms are elaborated in the Range of Variables
RANGE OF VARIABLES
VARIABLE
RANGE
1. Appropriate sources
1.1
1.2
1.3
1.4
1.5
Team members
Suppliers
Trade personnel
Local government
Industry bodies
2. Medium
2.1
2.2
2.3
2.4
2.5
2.6
Memorandum
Circular
Notice
Information discussion
Follow-up or verbal instructions
Face to face communication
3. Storage
3.1
3.2
4. Forms
4.1
5. Workplace interactions
5.1
5.2
5.3
5.4
Face to face
Telephone
Electronic and two way radio
Written including electronic, memos, instruction and
forms, non-verbal including gestures, signals, signs
and diagrams
6. Protocols
6.1
6.2
6.3
Observing meeting
Compliance with meeting decisions
Obeying meeting instructions
EVIDENCE GUIDE
1. Critical aspects of
Competency
2. Required Knowledge
2.1
2.2
2.3
2.4
2.5
2.6
Effective communication
Different modes of communication
Written communication
Organizational policies
Communication procedures and systems
Technology relevant to the enterprise and the
individuals work responsibilities
3. Required Skills
3.1
3.2
3.3
3.4
3.5
3.6
3.7
3.8
4. Resource Implications
4.1
4.2
4.3
4.4
Fax machine
Telephone
Writing materials
Internet
5. Methods of
Assessment
5.1
5.2
Direct Observation
Oral interview and written test
6. Context for
Assessment
6.1
UNIT OF COMPETENCY
UNIT CODE
500311106
UNIT DESCRIPTOR
ELEMENT
2.1
2.2
2.3
3. Work as a team
member
3.1
3.2
3.3
3.4
4.1
4.2
4.3
5. Work in socially
diverse environment
5.1
5.2
RANGE OF VARIABLES
VARIABLE
1. Role and objective of
team
RANGE
1.1
1.2
2. Sources of information
2.1
2.2
2.3
2.4
2.5
2.6
2.7
3. Workplace context
3.1
3.2
3.3
3.4
3.5
EVIDENCE GUIDE
1. Critical aspects of
Competency
2. Required Knowledge
and Attitude
2.1
2.2
2.3
2.4
2.5
Communication process
Team structure
Team roles
Group planning and decision making
Specific diversity issues
3. Required Skills
3.1
4. Resource Implications
5. Methods of
Assessment
6. Context for
Assessment
6.1
6.2
UNIT OF COMPETENCY
UNIT CODE
500311107
UNIT DESCRIPTOR
ELEMENT
1.
Integrate
personal objectives
with organizational
goals
1.1
1.2
1.3
2.
2.1
2.2
2.3
3.
Maintain
professional growth
and development
3.1
3.2
3.3
RANGE OF VARIABLES
VARIABLE
RANGE
1. Evaluation
2. Resources
2.1
2.2
2.3
Human
Financial
Technology
2.3.1Hardware
2.3.2Software
3.1
3.2
4. Recognitions
4.1
4.2
4.3
4.4
4.5
4.6
Recommendations
Citations
Certificate of Appreciations
Commendations
Awards
Tangible and Intangible Rewards
5. Licenses and/or
certifications
5.1
5.2
5.3
5.4
National Certificates
Certificate of Competency
Support Level Licenses
Professional Licenses
EVIDENCE GUIDE
1. Critical aspects of
Competency
2. Required Knowledge
2.1
2.2
2.3
2.4
2.5
3. Required Skills
3.1
3.2
3.3
4. Resource Implications
5. Methods of
Assessment
6. Context for
Assessment
10
UNIT OF COMPETENCY
UNIT CODE
500311108
UNIT DESCRIPTOR
ELEMENT
1.
1.1
1.2
1.3
2.
Evaluate hazards
and risks
3.
4.
Maintain OHS
awareness
11
PERFORMANCE CRITERIA
ELEMENT
5. Perform basic first-aid
procedures
5.1
5.2
5.3
12
RANGE OF VARIABLES
VARIABLE
RANGE
1.
Safety regulations
2.
Hazards/Risks
3.
4.
Contingency
measures
PPE
5. Emergency-related
drills and training
5.1
5.2
5.3
5.4
5.5
5.6
5.7
6.
OHS personal
records
Fire drill
Earthquake drill
Basic life support/CPR
First aid
Spillage control
Decontamination of chemical and toxic
Disaster preparedness/management
13
EVIDENCE GUIDE
1. Critical aspects of
Competency
2. Required Knowledge
3. Required Skills
4. Resource Implications
5. Methods of
Assessment
6. Context for
Assessment
14
TESDA-SOP-QSO-01-F08
COMMON COMPETENCIES
UNIT OF COMPETENCY :
UNIT CODE
TRS311201
UNIT DESCRIPTOR
ELEMENT
1. Seek information on
the industry
2. Update industry
knowledge
3.1
3.2
3.3
4.1
4.2
15
TESDA-SOP-QSO-01-F08
RANGE OF VARIABLES
VARIABLE
RANGE
1. Information sources
May include:
1.1 media
1.2 reference books
1.3 libraries
1.4 unions
1.5 industry associations
1.6 industry journals
1.7 internet
1.8 personal observation and experience
2. Information to assist
effective work
performance
May include:
May include:
3.1 Discussions with colleagues, management and
customers
3.2 Reading internal enterprise material about
products and services
3.3 Familiarity with customer comments including
complaints
3.4 Reading and researching product data and
information
2.1
16
TESDA-SOP-QSO-01-F08
VARIABLE
RANGE
3.5
4. Promotional initiatives
17
TESDA-SOP-QSO-01-F08
EVIDENCE GUIDE
1. Critical aspects of
Competency
2. Required Skills
3. Required Knowledge
4. Resource Implications
5. Methods of
Assessment
6. Context of Assessment
6.1
6.2
18
TESDA-SOP-QSO-01-F08
UNIT OF COMPETENCY
UNIT CODE
TRS311202
UNIT DESCRIPTOR
ELEMENT
1. Follow hygiene
procedures
PERFORMANCE CRITERIA
Italicized terms are elaborated in the Range of Variables
19
TESDA-SOP-QSO-01-F08
RANGE OF VARIABLES
VARIABLE
RANGE
1. Hygiene procedures
May include :
1.1 Safe and hygienic handling of food and beverage
1.2 Regular hand washing
1.3 Correct food storage
1.4 Appropriate and clean clothing
1.5 Avoidance of cross-contamination
1.6 Safe handling disposal of linen and laundry
1.7 Appropriate handling and disposal of garbage
1.8 Cleaning and sanitizing procedures
1.9 Personal hygiene
2. Hygiene risk
May include:
2.1 Bacterial and other contamination arising from poor
handling of food
2.2 Inappropriate storage of foods
2.3 Storage at incorrect temperatures
2.4 Foods left uncovered
2.5 Poor personal hygiene practices
2.6 Poor work practices
2.6.1 cleaning
2.6.2 housekeeping
2.6.3 food handling
2.6.4 vermin
2.6.5 airborne dust
2.7 Cross-contamination through cleaning inappropriate
cleaning practices
2.8 Inappropriate handling of potentially infectious linen
2.9 Contaminated wastes such as blood and body
secretions
2.10 Disposal of garbage and contaminated or potentially
contaminated wastes
3. Minimizing or removing
risk
May include:
3.1 Auditing staff skills and providing training
3.2 Ensuring policies and procedures are followed strictly
3.3 Audits or incidents with follow up actions
20
TESDA-SOP-QSO-01-F08
EVIDENCE GUIDE
1. Critical aspects of
Competency
2. Required Knowledge
3. Required Skills
4. Resource Implications
5. Methods of
Assessment
6. Context of Assessment
6.1
6.2
21
TESDA-SOP-QSO-01-F08
UNIT OF COMPETENCY
UNIT CODE
TRS311203
UNIT DESCRIPTOR
ELEMENT
1. Plan and prepare for
task to be undertaken
1.1
1.2
1.3
2.1
2.2
2.3
2.4
3. Access information
using computer
3.1
3.2
3.3
3.4
4. Produce/output data
4.1
using computer system
4.2
4.3
5. Maintain computer
equipment and
systems
5.1
5.2
5.3
5.4
22
TESDA-SOP-QSO-01-F08
RANGE OF VARIABLES
VARIABLE
RANGE
1. Hardware and
peripheral devices
May include:
1.1 Personal computers
1.2 Networked systems
1.3 Communication equipment
1.4 Printers
1.5 Scanners
1.6 Keyboard
1.7 Mouse
2. Software
May
2.1
2.2
2.3
2.4
3. OH & S guidelines
May include:
3.1 OHS guidelines
3.2 Enterprise procedures
4. Storage media
May include:
4.1 diskettes
4.2 CDs
4.3 zip disks
4.4 hard disk drives, local and remote
5. Ergonomic guidelines
May include:
5.1 Types of equipment used
5.2 Appropriate furniture
5.3 Seating posture
5.4 Lifting posture
5.5 Visual display unit screen brightness
6. Desktop icons
May include:
6.1 directories/folders
6.2 files
6.3 network devices
6.4 recycle bin
7. Maintenance
May include:
7.1 Creating more space in the hard disk
7.2 Reviewing programs
7.3 Deleting unwanted files
7.4 Backing up files
7.5 Checking hard drive for errors
7.6 Using up to date anti-virus programs
7.7 Cleaning dust from internal and external surfaces
include:
Word processing packages
Data base packages
Internet
Spreadsheets
23
TESDA-SOP-QSO-01-F08
EVIDENCE GUIDE
1. Critical aspect of
competency
2. Required knowledge
2.1
2.2
2.3
2.4
2.5
2.6
2.7
2.8
2.9
3. Required skills
3.1
3.2
4. Resource implications
5. Methods of
Assessment
6. Context for
Assessment
6.1
24
TESDA-SOP-QSO-01-F08
UNIT OF COMPETENCY
UNIT CODE
TRS311204
UNIT DESCRIPTOR
ELEMENT
PERFORMANCE CRITERIA
Italicized terms are elaborated in the Range of Variables
1. Follow workplace
procedures for health,
safety and security
practices
2. Perform child
protection duties
relevant to the tourism
industry
25
TESDA-SOP-QSO-01-F08
ELEMENT
5. Maintain safe personal
presentation standards
6. Maintain a safe and secure
workplace
PERFORMANCE CRITERIA
Italicized items are elaborated on the Range of
Variables
5.1 Safe personal standards are identified and
followed in line with enterprise requirements
6.1 Workplace health, safety and security
responsibilities are identified
6.2 Framework to maintain workplace health, safety
and security are maintained
6.3 Procedures for identifying and assessing health,
safety and security hazards and risks are
implemented
6.4 Injuries, illnesses and incidents are investigated
6.5 Organization's health, safety and security
effectiveness are evaluated
26
TESDA-SOP-QSO-01-F08
RANGE OF VARIABLES
VARIABLE
RANGE
May include :
1.1 use of personal protective clothing and equipment
1.2 safe posture including sitting, standing, bending
1.3 manual handling including lifting, transferring
1.4 safe work techniques including knives and equipment,
handling hot surfaces, computers and electronic
equipment
1.5 safe handling of chemicals, poisons and dangerous
materials
1.6 ergonomically sound furniture and work stations
1.7 emergency fire and accident
1.8 hazard identification and control
1.9 security of documents, cash, equipment, people
1.10 key control systems
2. Breaches of procedure
May include :
2.1 loss of keys
2.2 strange or suspicious persons
2.3 broken or malfunctioning equipment
2.4 loss of property, goods or materials
2.5 damaged property or fittings
2.6 lack of suitable signage when required
2.7 lack of training on health and safety issues
2.8 unsafe work practices
3. Emergency
May include :
3.1 personal injuries
3.2 fire
3.3 electrocution
3.4 natural calamity i.e. earthquake/flood
3.5 criminal acts i.e. robbery
27
TESDA-SOP-QSO-01-F08
EVIDENCE GUIDE
1. Critical aspects of
Competency
2. Required Knowledge
3. Required Skills
4. Resource Implications
5. Methods of
Assessment
6. Context of
Assessment
28
TESDA-SOP-QSO-01-F08
UNIT OF COMPETENCY
UNIT CODE
TRS311205
UNIT DESCRIPTOR
ELEMENT
PERFORMANCE CRITERIA
Italicized terms are elaborated in the Range of Variables
1. Greet customer
2. Identify customer
needs
3. Deliver service to
customer
4. Handle queries through 4.1 Common business tools and technology are used
use of common
efficiently to determine customer requirements
business tools and
4.2 Queries/ information are recorded in line with enterprise
technology
procedure
4.3 Queries are acted upon promptly and correctly in line
with enterprise procedure
29
TESDA-SOP-QSO-01-F08
ELEMENT
5. Handle complaints/conflict
situations, evaluation and
recommendations
PERFORMANCE CRITERIA
Italicized items are elaborated in the Range of Variables
30
TESDA-SOP-QSO-01-F08
RANGE OF VARIABLES
VARIABLE
1. Customer
2. Non-verbal
communication
RANGE
May include:
1.1 internal
1.2 external
May include:
2.1 body language
2.2 dress and accessories
2.3 gestures and mannerisms
2.4 voice tonality and volume
2.5 use of space
2.6 culturally specific communication customs and
practices
May include:
3.1 modes of greeting, farewell and conversation
3.2 body language/ use of body gestures
3.3 formality of language
4. Interpersonal skills
May include:
4.1 interactive communication
4.2 public relation
4.3 good working attitude
4.4 sincerity
4.5 pleasant disposition
4.6 effective communication skills
5. Customer and
colleagues needs
May include:
5.1 those with a disability
5.2 those with special cultural or language needs
5.3 unaccompanied children
5.4 parents with young children
5.5 pregnant women
5.6 single women
May include:
6.1 modes of greeting and farewell
6.2 addressing the person by name
6.3 time-lapse before a response
6.4 style manual requirements
6.5 standard letters and format
6. Enterprise procedure
May include:
7.1
telephone
7.2
fax machine
7.3
computer equipment
7.4
internet, email
31
TESDA-SOP-QSO-01-F08
VARIABLE
8. Complaint
9. Threats to personal
safety
RANGE
May include:
8.1
level of service
8.2
product standards
8.3
processes
8.4
information given
8.5
charges and fees
May include:
9.1
violent customers
9.2
drug and alcohol affected customers
9.3
customers fighting amongst themselves
32
TESDA-SOP-QSO-01-F08
EVIDENCE GUIDE
1. Critical aspects of
Competency
2. Required Knowledge
2.1 Communication
2.1.1 Interactive communication with others
2.1.2 Interpersonal skills/ social graces with
sincerity
2.2 Safety Practices
2.2.1 Safe work practices
2.2.2 Personal hygiene
2.3 Attitude
2.3.1 Attentive, patient and cordial
2.3.2 Eye-to-eye contact
2.3.3 Maintain teamwork and cooperation
2.4 Theory
2.4.1 Selling/upselling techniques
2.4.2 Interview techniques
2.4.3 Conflict resolution
2.4.4 Communication process
2.4.5 Communication barriers
3. Required Skills
3.1
3.2
3.3
3.4
3.5
3.6
3.7
4. Resource Implications
5. Methods of
Assessment
6. Context of Assessment
6.1
6.2
33
TESDA-SOP-QSO-01-F08
CORE COMPETENCIES
UNIT OF COMPETENCY
UNIT CODE
TRS5123105
UNIT DESCRIPTOR
ELEMENT
PERFORMANCE CRITERIA
Italicized terms are elaborated in the Range of Variables
1. Receive reservation
request
2. Record details of
reservation
3. Update reservations
4. Advise others on
reservation details
34
TESDA-SOP-QSO-01-F08
RANGE OF VARIABLES
VARIABLES
1. Reservation
RANGE
May include:
1.1 Reservations may be received and processed by a
range of tourism sectors such as:
Tour operators
Travel agencies
Transportation
Accommodation
Food and beverage
Events
Tourism attractions
1.2 Reservation systems may be:
Manual
Computerized
1.3 Reservations may be made by:
Telephone
Facsimile
Snail Mail/ Postal
E-mail
Face-to-face
Global Distribution System
Internet
1.4 Reservations may be for:
Individuals
Groups
Corporate
Government Agencies
VIPs
Conference delegates
1.5 Completed reservation includes:
35
TESDA-SOP-QSO-01-F08
VARIABLE
2. Customers details
RANGE
May include:
2.1 Customer maybe:
Individuals
Groups
Corporate
Government Agencies
VIPs
Conference delegates
2.2 Customer records may be:
Computer files (Soft and hard copies)
Manual files
2.3 Customer profiles, if available, may include:
2.3.1 Full name and title/company name
2.3.2 Address
2.3.3 Phone, fax, email and other contact details
2.3.4 Special requirements/request
Timing details
Special needs
Payment arrangements
Details of other services to be used
Form of Settlement
36
TESDA-SOP-QSO-01-F08
EVIDENCE GUIDE
1. Critical aspects of
Competency
2. Required Knowledge
3. Required Skills
4. Resource Implications
5. Methods of
Assessment
6. Context of
Assessment
37
TESDA-SOP-QSO-01-F08
UNIT OF COMPETENCY
UNIT CODE
TRS5123106
UNIT DESCRIPTOR
ELEMENT
1. Computerize
reservation system is
operated based on
property standards.
1.1
3.1
1.2
3.2
38
TESDA-SOP-QSO-01-F08
RANGE OF VARIABLES
VARIABLE
RANGE
1. Information
May include:
1.1 Costs of any tourism service
1.2 Airfares
1.3 Airport taxes
1.4 Availability of products or services
1.5 Size of vehicles
1.6 Touring inclusions
1.7 Product information
1.8 Product rules
1.9 Payment requirements
1.10 Health requirements
1.11 Customs and immigration requirements
1.12 General industry information
2. Updates and
amendments to
reservations
May include:
2.1 Adding additional customers
2.2 Splitting an existing reservation
2.3 Canceling the booking
2.4 Changing the itinerary by adding or deleting products or
services
2.5 Changing customer names
2.6 Changing arrival/departure dates
2.7 Cross referencing multiple bookings
2.8 Entering invoicing details
2.9 Entering payment details
2.10 Entering ticketing or voucher details
3. Industry colleagues
May include:
3.1 Any product or service provider with whom the
reservation is being made e.g. airline, rental car
company, travel agent, tour operator
3.2 Other establishment departments which need access
to reservations information
39
TESDA-SOP-QSO-01-F08
EVIDENCE GUIDE
1. Critical aspects of
Competency
2. Required Knowledge
3. Required Skills
4. Resource Implications
5. Methods of
Assessment
6. Context of Assessment
40
TESDA-SOP-QSO-01-F08
UNIT OF COMPETENCY
UNIT CODE
TRS5123107
UNIT DESCRIPTOR
ELEMENT
1. Prepare reception area
for guest arrival
1.1
1.2
1.3
1.4
1.5
1.6
3. Computerize
reservation system is
operated
3.1
4.1
5. Organize guest
departure
5.1
5.2
6.1
3.2
4.2
6.2
6.3
41
TESDA-SOP-QSO-01-F08
RANGE OF VARIABLES
VARIABLE
RANGE
1. Arrival details
May include:
1.1 Individuals
1.2 Groups
2. Reservation details
May include:
2.1 Name/company
2.2 Contact details
2.3 Arrival and departure times
2.4 Length of stay
2.5 Type of accommodation required/bed configuration
2.6 Payment details
2.7 Special requests
2.8 Rates/discounts
3. Accounting procedures
during arrival and
departure
May include:
3.1 Credit card payments
3.2 Pre-payments (full payment)
3.3 Deposits (partial payment)
3.4 Vouchers and discount rates
3.5 Group rates
3.6 Refunds
3.7 Checking of final guest accounts
3.8 Payments for additional services such as phone calls,
meals, mini-bar
3.9 Issuing of receipts
3.10 Send-bill arrangements
May include:
4.1 Room Change Request
4.2 Extension of stay
4.2 Upgrades
4.3 Special request
4.4 Guest charges
4.5 Financial transactions
4.6 Guest queries
5. Assistance with
departure
May include:
5.1 Organizing transport
5.2 Making forward bookings
5.3 Luggage assistance
42
TESDA-SOP-QSO-01-F08
EVIDENCE GUIDE
1. Critical aspects of
Competency
2. Required Knowledge
3. Required Skills
4. Resource Implications
5. Methods of
Assessment
43
TESDA-SOP-QSO-01-F08
UNIT OF COMPETENCY
UNIT CODE
TRS5123108
UNIT DESCRIPTOR
ELEMENT
1. Process internal
financial transactions
1.1
1.2
1.3
1.4
2. Complete routine
records and reports
44
TESDA-SOP-QSO-01-F08
RANGE OF VARIABLES
VARIABLE
RANGE
1. Transactions
May include:
1.1 Food and beverage
1.2 Mini-bar
1.3 Laundry and other services
1.4 Inter-departmental vouchers
2. Financial
Discrepancies
May include:
2.1 Incorrect posting
2.2 Errors in guest folios
2.3 Computer errors
2.4 System glitches
2.5 Interface errors between systems
2.6 Errors in source documentation
May include:
3.1 Room rates
3.2 Occupancy
3.3 Arrivals and departures
3.4 Sales performance
3.5 Breakdown by department
3.6 Commission earnings
3.7 Supplier activity
3.8 Sales returns
3.9 Commercial account activity
3.10 Foreign currency activities
4. Financial systems
May include:
4.1 Petty cash
4.2 Floats
4.3 Debtor control
4.4 Cashiering
4.5 Banking procedures
45
TESDA-SOP-QSO-01-F08
EVIDENCE GUIDE
1. Critical aspects of
Competency
2. Required Knowledge
2.1
2.2
3. Required Skills
3.1
3.2
3.3
4. Resource Implications
5. Methods of
Assessment
6. Context for
Assessment
6.1
46
TESDA-SOP-QSO-01-F08
UNIT OF COMPETENCY
UNIT CODE
TRS512305
UNIT DESCRIPTOR
ELEMENT
1. Provide information on
club services and
process memberships
1.1
1.2
1.3
1.4
2. Monitor entry to club
47
TESDA-SOP-QSO-01-F08
RANGE OF VARIABLES
VARIABLE
RANGE
May include:
1.1 Restaurants and cafes
1.2 Gaming facilities
1.3 Shows and attractions
1.4 Prize nights and special events
1.5 Games and sporting facilities
1.6 Gymnasiums and health facilities
1.7 Member clubs and associations
1.8 Computer rooms and internet facilities
1.9 Community courses and training programs
1.10 Member benefits
May include:
2.1 Club particular requirements and legislative
requirements of the locality
May include:
3.1 Set down by particular clubs and according to
legislation of the locality
48
TESDA-SOP-QSO-01-F08
EVIDENCE GUIDE
1. Critical aspects of
Competency
2. Required Knowledge
3. Required Skills
4. Resource Implications
5. Methods of
Assessment
6. Context of Assessment
6.1
49
TESDA-SOP-QSO-01-F08
UNIT OF COMPETENCY
UNIT CODE
TRS5123109
UNIT DESCRIPTOR
ELEMENT
4. Manage intoxicated
persons
4.1
4.2
4.3
4.4
50
TESDA-SOP-QSO-01-F08
RANGE OF VARIABLES
VARIABLE
1. Established procedures
and safety
requirements for
luggage
RANGE
May include:
1.1 Luggage marking and tagging systems
1.2 Carrying capacities of luggage trolleys
1.3 Designated routes for moving luggage through public
areas
1.4 Restrictions on areas into which luggage can be taken
1.5 Order in which luggage is to be moved
1.6 Safety standards for lifting heavy items.
1.7 Safe manual handling of luggage which includes
loading and unloading luggage from vehicles and
handling fragile items.
1.8 Procedures for taking luggage from rooms
1.9 Placement of luggage within rooms
1.10 Group luggage procedures
1.11 Handling protocols for dealing with group arrivals and
departments.
2. Establishment/room
features guests should
be advised
May include:
2.1 Dining options within the establishment
2.2 Sporting facilities
2.3 Business Center
2.4 Floor facilities
2.5 Operating procedures for room equipment such as
phone, internet or TV
2.6 General services such as laundry, valet
2.7 Meal arrangements
3. Concierge services
May include :
3.1 Mail
3.2 Messages
3.3 Organization of transport
3.4 Luggage pick up
3.5 Paging of guests
3.6 Preparation of guest information directories, normally
done at the reception area
51
TESDA-SOP-QSO-01-F08
EVIDENCE GUIDE
1. Critical aspects of
Competency
2. Required Knowledge
2.1
2.2
2.3
2.4
2.5
Communication skills
Occupational health and safety procedures for luggage
Knowledge of a range of typical bell desk services
Procedures and systems for the movement of
luggage
Features of luggage storage systems
3. Required Skills
3.1
4. Resource Implications
5. Methods of
Assessment
6. Context for
Assessment
6.1
52
TESDA-SOP-QSO-01-F08
UNIT OF COMPETENCY
UNIT CODE
TRS5123110
UNIT DESCRIPTOR
ELEMENT
1. Prepare guest folio
1.1
1.2
1.3
2.1
2.2
2.3
2.4
2.5
3.1
3.2
3.3
3.4
4. Reconcile financial
transactions at the end
of the shift.
4.1
4.2
4.3
4.4
4.5
4.6
53
TESDA-SOP-QSO-01-F08
RANGE OF VARIABLES
VARIABLE
1. Transactions
2. Non-cash documents
RANGE
May include:
1.1 Credit card
1.2 Checks
1.3 Cash payout
1.4 Posting charges
1.5 Account settlement
1.6 Auditing accounts
1.7 Accounts receivable
1.8 Accounts payable
1.9 Debit cards
1.10 Deposits
1.11 Advance payments
1.12 Vouchers
1.13 Company Charges
1.14 Refunds
1.15 Traveler check
1.16 Foreign Currency
1.17 Other financial Transactions
May include:
2.1 Vouchers
2.2 Posting charges
2.3 Other financial transactions
54
TESDA-SOP-QSO-01-F08
EVIDENCE GUIDE
1. Critical aspects of
Competency
2. Required Knowledge
2.1
2.2
2.3
3. Required Skills
3.1
3.2
Communication
2.1.1 Interpersonal skills
2.1.2 Communication
Knowledge of revenue recognition.
Understanding a computerized cashiering system.
Ability to provide courteous and friendly service to
guests
Ability to perform financial transactions and recording
the transaction in guest account.
4. Resource Implications
5. Methods of
Assessment
6. Context of Assessment
6.1
55
NC Level: NC II
18 Hours (Basic)
24 Hours (Common)
400 Hours (Core)
Course Description:
This course is designed to enhance the knowledge, skills and attitude of Front
Office personnel in accordance with industry standards. It covers the basic, common and
core competencies on receiving and processing reservations, operating a computerized
reservation system, providing reception and accommodation services, conducting night
audit, providing club reception services and providing porter services.
BASIC COMPETENCIES
Unit of
Competency
1. Participate in
workplace
communication
Learning Outcomes
1.1 Obtain and convey
workplace information
1.2 Speak English at a basic
operational level
1.3 Complete relevant work
related documents
1.4 Participate in workplace
meeting and discussion
Assessment
Approach
Group
Demonstration
discussion
Observation
Interaction
Interviews/
Practice session
Questioning
Methodology
2. Work in a team
environment
Discussion
Interaction
Simulation
Games
Demonstration
Observation
Interviews/
Questioning
3. Practice career
professionalism
Discussion
Interaction
Role Play
Demonstration
Observation
Interviews/
Questioning
56
Unit of
Competency
4. Practice
occupational
health and
safety
Learning Outcomes
4.1 Evaluate hazard and risks
4.2 Control hazards and risks
4.3 Maintain occupational
health and safety
awareness
4.4 Perform basic first-aid
procedures
Methodology
LectureDiscussion
Plant tour
Symposium
Assessment
Approach
Observation
Interview
COMMON COMPETENCIES
Unit of
Competency
1. Develop and
update
industry
knowledge
2. Observe
workplace
hygiene
procedures
3. Perform
computer
operations
4. Perform
workplace and
safety
practices
Learning Outcomes
Methodology
Lecture
Group
Discussion
Individual/Group
Assignment
Lecture
Group
Discussion
Tutorial or selfpace
Demonstration
Field visit
Video
presentation
Lecture
Demonstration
Role-play
Case study
Assessment
Approach
Interviews/
Questioning
Individual/Group
Project or
Report
Demonstration
Written
Examination
Interviews/
Questioning
Interviews/
Questioning
Practical
Demonstration
Observation
Practice session
Lecture
Demonstration
Role-play
Simulation
Demonstration
Interviews/
Questioning
Written
Examination
57
Unit of
Competency
5. Provide
effective
customer
service
Learning Outcomes
Methodology
Lecture
Demonstration
Role-play
Simulation
Assessment
Approach
Demonstration
Interviews/
Questioning
Observation
CORE COMPETENCIES
Unit of
Competency
Learning Outcomes
Methodology
Assessment
Approach
1. Receive and
process
reservations
Lecture
Discussion
Supervised
Industry
Training (SIT)
Written exam
Interviews
Questioning
Simulation
Demonstration
Observation
Third party
Role-play
2. Operate a
computerized
reservations
system
Lecture
Discussion
Supervised
Industry
Training (SIT)
Written exam
Interviews
Questioning
Simulation
Demonstration
Observation
Third party
Role-play
3. Provide
accommodation
reception
services
Lecture
Discussion
Supervised
Industry
Training (SIT)
Written exam
Interviews
Questioning
Simulation
Demonstration
Observation
Third party
Role-play
58
Unit of
Competency
Learning Outcomes
Methodology
Assessment
Approach
4. Conduct night
audit
Lecture
Discussion
Supervised
Industry
Training (SIT)
Written exam
Interviews
Questioning
Simulation
Demonstration
Observation
Third party
Role-play
5. Provide club
reception
services
Lecture
Discussion
Supervised
Industry
Training (SIT)
Written exam
Interviews
Questioning
Simulation
Demonstration
Observation
Third party
Role-play
6. Provide
concierge and
bell services
Lecture
Discussion
Supervised
Industry
Training (SIT)
Written exam
Interviews
Questioning
Simulation
Demonstration
Observation
Third party
Role-play
7. Provide
cashiering
services
Lecture
Discussion
Supervised
Industry
Training (SIT)
Written exam
Interviews
Questioning
Simulation
Demonstration
Observation
Third party
Role-play
59
3.3
Trainees or students wishing to gain entry into this course should possess the
following requirements:
can communicate in English both in the oral and written form; and
can perform basic mathematical computation.
This list does not include specific institutional requirements such as educational
attainment, appropriate work experience, and others that may be required of the trainees
by the school or training center delivering the TVET program.
60
3.4
Recommended list of tools, equipment and materials for the training of a minimum
of 25 trainees for Front Office Services NC II are as follows:
TOOLS
QTY
1 pc.
2 units
Credit Card
Voucher holder
Bell boys cart
EQUIPMENT
QTY
2 units
1 pc.
1 pc.
1 pc.
1 pc.
1 pc.
1 pc.
1 pc.
1 pc.
1 pc.
2 pcs.
1 pc.
1 pc.
5 pcs.
1 pc.
4 pcs.
MATERIALS
Computer (with
reservation system)
and printer
Cash register
Fake Bills detector
Hypercom
Credit card
imprinter
Key card marker
Key Card verifier
Key rack
Cash box drawer
Guest folio rack
Telephone
Typewriter
Fax machine
Calculator
Safety deposit box/
drop
vault
Lapel microphone
QTY
1
Log book
2 pcs.
Room key
2 pcs.
1 pc.
Ving card
White board/cork
board
Empty envelopes
Luggage tag
5 pcs.
5 pcs.
Training Resources/
Materials:
25 pcs. Registration form
Cancellation
5 pcs.
booking form
5 pcs. No-show forms
25 pcs. General folio
25 pcs. Credit card voucher
*NOTE:
25 pcs.
Different forms
5 pcs.
Notice slip
Implementation of the training program can be made possible through a MOA between the
Training school and Industry for the use of the facilities. This is in response to school limitations
on the high cost of equipment.
61
3.5
TRAINING FACILITIES
Based on a class intake of 20 students/trainees
Space Requirement
Lecture
Learning Resource Center
Size in Meters
Area in Sq.
Meters
8 x 7 m.
56 sq. m.
56 sq. m.
3 x 5 m.
15 sq. m.
15 sq. m.
Facilities/Equipment/
Circulation Area
21 sq. m.
Total workshop area:
3.6
92 sq. m.
3.7
INSTITUTIONAL ASSESSMENT
Institutional assessment is undertaken by trainees to determine their
achievement of units of competency. A certificate of achievement is issued for each
unit of competency.
62
4.2
4.3
Assessment shall focus on the core units of competency. The basic and common
units shall be integrated or assessed concurrently with the core units.
4.4
4.5
63
64
DEFINITION OF TERMS
CONCIERGE
RESERVATION
BACK-OF-THE-HOUSE
non-guest
contact
Accounting/Finance
PROPERTY STANDARDS -
departments
such
as
65
ACKNOWLEDGEMENTS
The Technical Education and Skills Development Authority (TESDA) wishes to
extend thanks and appreciation to the many representatives of business, industry,
academe and government agencies who donated their time and expertise to the
development and validation of these Training Regulations.
REVIEW PANEL
SANTOS BUENVENIDA
ANABELLE O. MORENO
Professor
Tourism Department
Far Eastern University
Manila
ASEAN Master Trainer
Chair
Tourism Industry Board Foundation, Inc. (TIBFI)
University of the Philippines Asian Institute of
Tourism (UP-AIT)
UP Diliman, Quezon City
Past President, Association of Human Resources
Managers for Hotels and Restaurants (AHRM)
ASEAN Master Trainer
MARTIN S. AGUILAR
Rooms Division Manager
Azalea Residences
Baguio City
ASEAN Master Assessor
FELIX B. CASIN
Assistant Professor
Lyceum of the Philippines University (LPU)
Cavite
ASEAN Master Assessor
ANGELO G. ASUNCION
JIMMY D. BELLEZA
DANIEL L. EDRALIN
Board Director
Tourism Industry Board Foundation, Inc. (TIBFI)
National Union of Workers in Hotels and
Restaurant and Allied Industries (NEWHRAIN-APL)
66