Competency Standard UNIT TITLE: START CONVERSATIONS AND DEVELOP GOOD RELATIONS WITH GUESTS NOMINAL HOURS: 60 D1.LAN.CL10.03 UNIT NUMBER: UNIT DESCRIPTOR: This unit deals with the skills and knowledge required to start conversations and develop good relations with guests. ELEMENTS AND PERFORMANCE CRITERIA UNIT VARIABLE AND ASSESSMENT GUIDE Unit Variables Element 1: Meet and greet guests The Unit Variables provide advice to interpret the scope and context of this unit of Welcome guests appropriately competence, allowing for differences between enterprises and workplaces. It relates to the Introduce self and others unit as a whole and facilitates holistic assessment. Ask questions to involve guests This unit applies to supervisors in all industry sectors within the labour divisions of the hotel and travel industries and may include: Element 2: Respond to guests’ questions or requests Front Office Housekeeping Answer questions clearly and honestly Food and Beverage Service Request repetition or clarification of questions or requests Food Production Offer to fulfil guest’s request in a timely Travel Agencies manner Tour Operation Provide explanation and apologise if unable to answer questions or fulfil requests Meet and greet guests may include: Offer to seek help from other sources if Meeting guests with a friendly face and smile unable to fulfil guest’s request/s or answer Using a friendly voice, to “Welcome …” questions Introducing and giving a brief background of yourself, name is and I’ve been “My … working here for …”
Competency Standard UNIT TITLE: START CONVERSATIONS AND DEVELOP GOOD RELATIONS WITH GUESTS NOMINAL HOURS: 60 UNIT NUMBER: D1.LAN.CL10.03 UNIT DESCRIPTOR: This unit deals with the skills and knowledge required to start conversations and develop good relations with guests. ELEMENTS AND PERFORMANCE CRITERIA UNIT VARIABLE AND ASSESSMENT GUIDE Element 1: Meet and greet guests Welcome guests appropriately Introduce self and others Ask questions to involve guests Element 2: Respond to guests’ questions or requests Answer questions clearly and honestly Request repetition or clarification of questions or requests Offer to fulfil guest’s request in a timely manner Provide explanation and apologise if unable to answer questions or fulfil requests Offer to seek help from other sources if unable to fulfil guest’s request/s or answer questions 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 supervisors in all industry sectors 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 Meet and greet guests may include: Meeting guests with a friendly face and smile Using a friendly voice, “Welcome to …” Introducing and giving a brief background of yourself, “My name is … and I’ve been working here for …”
AM_Start_convos_&_dev_gd_relations_refined.docx