Maintain quality customer/guest service Provide accommodation reception services Read and write English at a basic operational level Receive and place in-coming phone calls Respond to instructions given in English conversations and develop good relations with guests Use common business tools and technology Use oral English to convey a complex exchange of ideas a short message in English. Critical Aspects of Assessment Evidence of the following is essential: understanding of the standard way enterprises expect a telephone to be answered in the workplace Demonstrated ability to use appropriate telephone etiquette Demonstrated ability to ask for caller’s details Demonstrated ability to identify the of a caller Demonstrated ability to confirm bookings, requests and/or orders Demonstrated ability to place orders over the phone Demonstrated ability to handle difficult customers over the phone Demonstrated ability to make complaints over the Demonstrated ability to use diction and polite expressions.
Maintain quality customer/guest service Provide accommodation reception services Read and write English at a basic operational level Receive and place in-coming phone calls Respond to instructions given in English conversations and develop good relations with guests Use common business tools and technology Use oral English to convey a complex exchange of ideas a short message in English. Critical Aspects of Assessment Evidence of the following is essential: understanding of the standard way enterprises expect a telephone to be answered in the workplace Demonstrated ability to use appropriate telephone etiquette Demonstrated ability to ask for caller’s details Demonstrated ability to identify the of a caller Demonstrated ability to confirm bookings, requests and/or orders Demonstrated ability to place orders over the phone Demonstrated ability to handle difficult customers over the phone Demonstrated ability to make complaints over the Demonstrated ability to use diction and polite expressions.
TG_Communicate_in_English_on_the_tel_refined.docx