Competency Standard UNIT TITLE: FACILITATE OUTGOING PHONE CALLS NOMINAL HOURS: 20 UNIT NUMBER: D1.HFO.CL2.10 UNIT DESCRIPTOR: This unit deals with skills and knowledge required to assist staff or guests to place outgoing telephone calls ELEMENTS AND PERFORMANCE CRITERIA UNIT VARIABLE AND ASSESSMENT GUIDE Element 1: Identify elements and facilities of Unit Variables the host enterprise telephone system The Unit Variables provide advice to interpret the scope and context of this unit of Identify the types of outgoing calls that may competence, allowing for differences between enterprises and workplaces. It relates to the be made and their importance to the unit as a whole and facilitates holistic assessment business This unit applies to the assisting staff or guests to place outgoing telephone calls within the Identify the components of the telephone labour divisions of the hotel and travel industries and may include: system 1. Front Office Describe the functions and features Types of outgoing calls that may be made may be related to: available in the telephone system Contacting suppliers, support organisations, ordering stock and products Element 2: Demonstrate appropriate telephone communication skills Contacting emergency services Interpret the enterprise policies and Placing personal and private calls for staff, management, guests in regard to procedures for telephone use Marketing and sales activities outgoing calls Confirming reservations Differentiate between face-to-face and Making bookings communications Following-up a variety of situations Use appropriate telephone communication skills Responding to complaints Use appropriate telephone techniques Returning calls. Describe acceptable telephone etiquette
Competency Standard UNIT TITLE: FACILITATE OUTGOING PHONE CALLS NOMINAL HOURS: 20 UNIT NUMBER: D1.HFO.CL2.10 UNIT DESCRIPTOR: This unit deals with skills and knowledge required to assist staff or guests to place outgoing telephone calls ELEMENTS AND PERFORMANCE CRITERIA UNIT VARIABLE AND ASSESSMENT GUIDE Element 1: Identify elements and facilities of the host enterprise telephone system Identify the types of outgoing calls that may be made and their importance to the business Identify the components of the telephone system Describe the functions and features available in the telephone system Element 2: Demonstrate appropriate telephone communication skills Interpret the enterprise policies and procedures for telephone use in regard to outgoing calls Differentiate between face-to-face and communications Use appropriate telephone communication skills Use appropriate telephone techniques Describe acceptable telephone etiquette Unit Variables The Unit Variables provide advice to interpret the scope and context of this unit of competence, allowing for differences between enterprises and workplaces. It relates to the unit as a whole and facilitates holistic assessment This unit applies to the assisting staff or guests to place outgoing telephone calls within the labour divisions of the hotel and travel industries and may include: 1. Front Office Types of outgoing calls that may be made may be related to: Contacting suppliers, support organisations, ordering stock and products Contacting emergency services Placing personal and private calls for staff, management, guests Marketing and sales activities Confirming reservations Making bookings Following-up a variety of situations Responding to complaints Returning calls.