Competency Standard UNIT TITLE: COMMUNICATE ON THE TELEPHONE NOMINAL 10 D1.HRS.CL1.04 D1.HOT.CL1.07 D2.TCC.CL1.05 UNIT NUMBER: UNIT DESCRIPTOR: This unit deals with the skills and knowledge required to communicate on the telephone in a range of settings within the hotel and travel industries workplace context ELEMENTS AND PERFORMANCE CRITERIA UNIT VARIABLE AND ASSESSMENT GUIDE Element 1: Respond to incoming telephone calls Unit Variables Answer calls promptly, in an in 1.1 appropriate manner The Unit Variables provide advice to interpret the scope and context of this unit of accordance with enterprise standards competence, allowing for differences between enterprises and workplaces. It relates to the unit as a whole and facilitates holistic assessment 1.2 Offer friendly assistance to the caller, and accurately establish the purpose of the call This unit applies to communicating on the telephone within the labour divisions of the hotel and travel industries and may include: 1.3 Repeat call details to the caller to confirm understanding Front Office 1.4 Answer caller enquiries promptly, or transfer caller Housekeeping to the appropriate location/person Food and Beverage Service 1.5 Record caller requests accurately and pass on to Food Production the appropriate department/person for follow-up Travel Agencies 1.6 Relay messages accurately to the nominated person within designated timelines Tour Operation. 1.7 Report threatening or suspicious calls promptly to the appropriate person, in accordance with enterprise procedures 1.8 Use language, tone and volume appropriate to phone calls
Competency Standard UNIT TITLE: COMMUNICATE ON THE TELEPHONE NOMINAL 10 UNIT NUMBER: D1.HRS.CL1.04 D1.HOT.CL1.07 D2.TCC.CL1.05 UNIT DESCRIPTOR: This unit deals with the skills and knowledge required to communicate on the telephone in a range of settings within the hotel and travel industries workplace context ELEMENTS AND PERFORMANCE CRITERIA UNIT VARIABLE AND ASSESSMENT GUIDE Element 1: Respond to incoming telephone calls 1.1 Answer calls promptly, in an appropriate manner in accordance with enterprise standards 1.2 Offer friendly assistance to the caller, and accurately establish the purpose of the call 1.3 Repeat call details to the caller to confirm understanding 1.4 Answer caller enquiries promptly, or transfer caller to the appropriate location/person 1.5 Record caller requests accurately and pass on to the appropriate department/person for follow-up 1.6 Relay messages accurately to the nominated person within designated timelines 1.7 Report threatening or suspicious calls promptly to the appropriate person, in accordance with enterprise procedures 1.8 Use language, tone and volume appropriate to phone calls 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 communicating on the telephone within the labour divisions of the hotel and travel industries and may include: Front Office Housekeeping Food and Beverage Service Food Production Travel Agencies Tour Operation.
AM_Communicate_on_the_telephone_refined.docx