Sie sind auf Seite 1von 12

CERTIFCATE COURSE IN BASIC TOURISM SKILLS

CURRICULUM/SYLLABUS
This program is aimed at training candidates for the job of a Customer service executive-Meet and Greet,
in the Tourism and Hospitality Sector/Industry and aims at building the following key competencies
amongst the learner

1. To demonstrate how to Plan and Prepare 6. To Work effectively with others


for meet & greet services
2. To Meet & greet customers and develop
and maintain positive relationships
3. To Transfer customers to required
destination
4. Deal with customer requirements and
a. resolve service problems
5. To Give a positive impression of oneself and
a. the organization

This course encompasses 6 out of 6 National Occupational Standards (NOS) of Customer Service Executive
(Meet and Greet) Qualification Pack issued by Tourism and Hospitality Skill Council.

S. Topic/Module Duration Key Learning Outcomes Corresponding


No (in Hours) NOS Code

1. Introduction to Introduction to the Sector and subsectors


Customer Service Introduction to the trade
Importance and role of a Customer Service
Executive
2. Plan and prepare Plan for meeting customers THC/ N 0101
for meet and greet Check assigned duties as per duty roster
services Check the travel and bookings details of the
customer along with relevant
Documentation as per travel and bookings
details
Assess requirement of resources viz. type of
vehicle, number of vehicles
Inform travel agency/driver on the time
schedule and meeting place
Identify organizational requirement and
protocol for meeting customers
Types of customers may be :
leisure traveler
business traveler
individual travelers
groups
senior citizen

Page | 1
customers with specific needs
Check for any special requests or
requirements on arrival
Check to ensure that communication with
the customer can be made in the
language known to the customer
Prepare for meeting customers
Check with travel agency/driver and ensure
that vehicle is arriving as per schedule
Check with hotel/place of accommodation
and reconfirm bookings
Carry all documents required for handing
over to customer viz. tickets, hotel
Booking confirmation , itinerary, maps, any
other special requirement of the
customer
Information provided to customers may
include:
travel details
local accommodation bookings
local itineraries
details of tourist guides
details of local options for shopping and
other interesting activities
travel and other documents like
train/coach tickets etc.
Carry placard with correct name of
customer and contact details
Ensure the mobile phone battery is charged
and the phone is in working
condition and has the number which was
passed on to the customer
Check arrival/departure schedule
Dress as per organizational requirements
and standards
Ensure to reach well in time to meet
customer and cater for any special
requests/requirements agreed with the
customer for the meet & greet
service
Check preparation
Complete checklists for preparation for
performing duties
Seek help/advise of seniors to address
issues where scope of services assured
to customer is not clear
Escalate problems and issues to appropriate
authorities well in time as per
organizations procedures

Page | 2
3. Meet & greet Meet and greet customers THC/ N 0102
customers and Meet and greet the customer in a
develop and professional manner at the pre-arranged
maintain positive time and location, in accordance with the
relationship with booking arrangements and as per
them the organizations procedures
Types of customer may be:
leisure traveler
business traveler
individual travelers
groups
senior citizen
customers with specific needs
Acknowledge customers and greet
promptly in accordance with company
policies
Create a good first impression in dealings
with customers
Use good verbal communications skills with
customers
Establish customers' needs and wants
quickly and sensitively
Confirm at the time of picking up
and/dropping the customer at the required
destination that the customer has the
appropriate documentation, in line
with the rules and legislations of the
country and the organizations procedures
Advise the customer of the travel itinerary,
accommodation details for inbound
customer and relevant contact details,
where appropriate
Ask the customer of any specific
requirement in line with organizations
procedures
Communicate clearly and concisely, and at
a pace appropriate to the individual, using
words suited to the individuals level of
understanding
Refer customers promptly to more
appropriate members of staff, where
necessary, and explain the reasons for
referral
Maintain necessary confidentiality about
the organization and customer
Apologize where delay in greeting and
acknowledging customer is
unavoidable
Establish rapport with customers

Page | 3
Use appropriate language and gestures to
suit the needs of customers
Use clear and suitably pitched
communication for customers
Address and greet customers respectfully,
by name, where appropriate and
make him/her feel at ease
Establish customers' needs and take
appropriate action
Establish mutual understanding of
customers' needs and potential means of
meeting them
Explain any delay in responding to
customers' needs so as to maintain
goodwill
Carry out undertakings made to customers
within the promised time
Record and update customer records
accurately and promptly
Deliver helpful and consistent customer
service
Build positive relationships with customers
Build good working relationships with
suppliers
Report escalations
Complete checklists for preparation for
performing duties
Report escalations for any unresolved issue
as per escalation matrix
4. Transfer customers Manage transfers of customers from and THC/ N 0103
to required to arrival and departure points
destination Inform the customers about the journey
details and transport arrangement
from the meeting point to the destination
Assist the customers to deal with baggage
transfer from the meeting point to
the boarding of the vehicles
Ensure travel terminal procedures and
security requirements are complied
with
Assist the customers in loading all the
baggage onto the transport arranged
for transfer to the destination as per the
organizations procedures
Escort the customer to the point of
dropping as per the booking schedule and
as per organizations procedures
Hand over the documents required to be

Page | 4
given to customer like tickets, travel
permits, entry permissions etc.
Deal fairly, efficiently and promptly with
questions and complaints, in line
with organizations procedures
Respond to any referred customer
emergencies, problems and requirements
promptly and in accordance with company
policies
Report any situation which cannot be
resolved as per escalation matrix
Liaise and communicate with travel
agents/staff at other places where
accommodation is arranged
Ensure that all customer baggage is
correctly unloaded at the dropping point
Record any reported non-compliance with
agreed standards of transfer
service are accurately and promptly point
out to the agencies
Present a professional image and treat
individuals with respect at all times
Assist customers to check-in and checkout
Of accommodation
Liaise with the concerned staff of the place
of accommodation of the customers
regarding the details of booking/checkout
on arrival
Assist customers to deal with
documentation required for checking-
in/out of
the place of accommodation
Assist the customers in
dealing/communicating with the staff at the
place of accommodation as per
organizations procedures
Ensure that the customers get
accommodation as per the booking
arrangements or a suitable/acceptable
alternative
Report non-compliance with
standards/procedures to the appropriate
persons, where necessary
5. Deal with Deal with queries THC/ N 0104
customer Listen carefully to customer queries and
requirements and dealing with them as per organizational
resolve service procedure
problems Customers queries and problems may relate to:

Page | 5
country information
travel information
accommodation information
health and safety information
company information
transport information
emergency contacts e.g. co-
coordinators contact, emergency
contact, doctors, chemist, police
up-to-date flight/transport times
check in/check out procedures
local laws and regulations
local restaurants, supermarkets, local
shops, local craft outlets
local cultural information
places of worship
information, health and safety guidance
Keep calm, empathize with customer, keep
customer informed to arrive at a
mutually acceptable solution
Follow up with customer and/or with staff
till query is resolved
Spot Customer problems
Spot customer service problems
Listen carefully to the customers about any
problem they have raised and ask
customers about the problem to check
understanding
Recognize repeated problems and alert the
appropriate authority
Share customer feedback with others to
identify potential problems before
they happen identify problems with
systems and procedures before they begin
to affect your customers
Resolve customer problems
Acknowledge the complaint, apologize for
inconvenience and take prompt
attention to diffuse situation
Identify and investigate the complaint
Identify the options for resolving a
customer service problem
Work with others to identify and confirm
the options to resolve a customer service
problem
Work out the advantages and
disadvantages of each option and pick the
best option for the customer and the
organization

Page | 6
Identify for the customer other ways that
problems may be resolved if one is
unable to help
Discuss and agree the options for and take
action to implement the option agreed with
your customer
Work with others and your customer to
make sure that any promises related
to solving the problem are kept
Keep the customer fully informed about
what is happening to resolve the
problem
Check with the customer to make sure the
problem has been resolved to their
satisfaction
Give clear reasons to the customer when
the problem has not been resolved
to their satisfaction Occupational
6. Give a positive Establish effective rapport with customers THC/ N 0901
impression of Meet organisation's standards of
oneself and the appearance and behaviour
organization Greet customers respectfully and in a
friendly manner
Communicate with customers in a way that
makes them feel valued and respected
Treat customers courteously and helpfully
at all times
Keep customers informed and reassured
Adapt behaviour to respond effectively to
different customer behaviour
Respond appropriately to customers
Respond promptly to a customer seeking
help
Choose the most appropriate way to
communicate with customers
Check with customers that their
expectations have been fully understood
Respond promptly and positively to
customers' queries and comments
Allow customers time to consider the
response and give further explanation when
appropriate
Communicate information to customers
Quickly find information that will help the
customer
Give customer information they need about
the services or products offered by the
organization

Page | 7
Recognize information that customers
might find complicated and
check whether they fully understand
Explain clearly to the customers any
reasons why their needs or expectations
cannot be met
Escalations of unresolved problems as per
protocol
Refer the problem to a competent
person/supervisor as per protocol if it
cannot be resolved by the helpdesk
Obtain help or advice from
supervisor/authorized person as per
protocol if the problem is outside his/her
area of competence or experience
Provide Interim feedback to customer, in case
of delays
Monitor the problem and keep the
customer informed about progress or any
delays in resolving the problem
Process Compliances
Comply with relevant legislation, standards,
policies and procedures

7. Work effectively Working with others THC/ N 0902


with others Communicate with other people clearly and
effectively
Etiquettes may include:
use appropriate titles and terms of
respect
use polite language
do not eat or chew while talking
Integrate ones work with other peoples
work effectively
Receive information and instructions
accurately from the supervisor and
fellow workers, getting clarification where
required
Pass on accurate information to authorized
persons who require it and within
agreed timescale and confirm its receipt
Pass on essential information to other
people on timely basis
Consult with and assist others to maximize
effectiveness and efficiency in
carrying out tasks
Work in a way that shows respect for other
people
Behaviors may include:

Page | 8
punctuality
completing tasks as per given time and
standards
not gossiping and idling time
eliminating waste
integrity
Carry out any commitments made to other
people
Identify any problems with team members
and other people and take the
initiative to solve these problems
Follow the organisations policies and
procedure
Display helpful behavior by assisting others
in performing tasks in a positive
manner
Display active listening skills while
interacting with others at work
Use appropriate tone, pitch and language to
convey politeness, assertiveness,
care and professionalism
Demonstrate responsible and disciplined
behaviors at the workplace
Escalate grievances and problems to
appropriate authority as per procedure
to resolve them and avoid conflict

Total Programme Duration: ____ Hours

(This syllabus/ curriculum has been approved by Tourism and Hospitality Skill Council).

NOTE:

1. Each NOS as per the above NOS code includes Performance Criteria, Knowledge and Skills pertaining to a
job role the course content must cover all these three aspects as sub topics under every NOS
(Chapter/Main Topics/ Modules etc.)
2. The minimum requirement of Infrastructure and equipment list to run this program is as per the
annexure attached.

Page | 9
ANNEXURE

1. Infrastructure and Equipment list

Standards for infrastructure facility which needs to be complied


S.
Category Minimum Requirements Multiples
No.
A. Infrastructure Aspects Per Skill Center
A1. Class Room
i) No. of Class Rooms 2 class rooms Per Training Center
ii) Class Room Size 300 sq ft Per class room
25 study chairs for students and
iii) Seating Arrangement Per Batch
one table and chair for trainer
Walls, floor and ceiling
iv) White washed & non-leaky Per class room
status
A2. Skill Lab
i) No. of Skill Labs 1 Lab Per Job Role/ QP
ii) Skill Lab Size
a. Housekeeping Lab 300 Sq. Ft.
Display and Storing Should be Displayed with proper
iii) Per Job Role/ QP
Arrangement of Equipment labeling
Walls, floor and ceiling
iv) White washed & non-leaky Per Skill Lab
status
A3. Library
i) No. of technical Books 25 technical books Per Job Role/ QP
ii) No. of Non-technical Books 50 non-technical books
iii) No. of journals and Dailies 40 in total
v) Seating Arrangement 20 chairs and table
Display and Storing Should be Displayed with proper
vi)
Arrangement of Books labeling
A4. Water & Sanitation Facility
i) Water Supply Legal water supply
ii) Drinking Water Facility 1 Water Cooler with water purifier
Separate Toilets for Boys &
iii) Separate Arrangement
Girls
A5. Fire Safety
i) Fire Extinguisher 02 per skill lab Multi-purpose
Disaster Management Plan
ii) Fire Safety certificate
and mock drill
A6. Common room/Pantry Preferably 1
A7. Ventilation
i) Lighting and Ventilation Well-ventilated
ii) Air conditioning Preferable

Page | 10
A8. Electricity Supply Structure Legal electricity supply
A9. Power Back up standby UPS or Generator
A10. Bus/Transport Facility
Connectivity to Public
i) Preferable
Transport
ii) Own Transport Facility Preferable
B. Documents Per Skill Center
B1. Legally constructed Building Plan
To be used as educational
B2. Permission
institution
B3. If Rented Rent/Lease Deed (3+3 Years)
Registration Papers for land and
B4. If Owned building showing legal possession
of society/trust

B5. If on contractual basis MoU with concerned organization

If Skill Labs are out of MoU or Contract with concerned


B6. Per Job Role
premise organization
Agreements of On Job MoU with Concerned
B7. Per Job Role
Training Organization
C. Training Aids Per Skill Center
Black-board/ White-board/
C1. 01 board
Smart Board
Per class room &
C2. Chalk/Marker Sufficient Skill lab
C3. Duster 01
Computer/Laptop facility
C4. with Internet min. speed of 05
01 Mbps Per Skill Center
C5. Projector facility 01
C6. Speaker facility 01
Per class room &
C7. Charts/Posters Properly Displayed
Skill lab
Printer/ Photocopy/
C9. 1 Per Skill Center
Scanner Facility

Page | 11
2. Equipments Front Office Lab to Accommodate at least 25 person

S. No Items Quantity
1. White Board/ Black Board 01
2. Trainers Table and Chair 01 each
3. Students Chair with writing board or Desk 25
4. Front office Counter 01
5. Desktop/Laptop with internet min speed of 03
01 Mbps with Appropriate Software
6. Telephones 02

Page | 12

Das könnte Ihnen auch gefallen