FRONT OFFICE SERVICES NC III – TESDA COURSE MODULE

TESDA TRAINING REGULATIONS FOR FRONT OFFICE SERVICES NC III COURSE

The TESDA Course in FRONT OFFICE SERVICES NC III consists of competencies that a person must achieve to perform a range of skilled guest service tasks using discretion and judgment such as in the monitoring of workplace operations, coaching and mentoring job skills, maintaining financial records and providing safety of VIP’s.

This Qualification is packaged from the competency map of the Tourism Sector (Hotel and Restaurant).

A person who has achieved this qualification is competent to be:

• Front Office Team Leader
• Front Office Supervisor

TRAINEE ENTRY REQUIREMENTS

Trainees or students who would like to enroll in this course should possess the following requirements:

• Must have completed the 10-year basic education or an Alternative Learning System (ALS) Certificate of Completion with grade 10 equivalent holder
• Must possess good communications skills
• Must be computer literate
• Can perform basic mathematical computation
• Must be competent in Front Office Services NC II qualification gained through training or experience or certification

FRONT OFFICE SERVICES NC III – COURSE QUALIFICATION

Course Title: FRONT OFFICE SERVICES
Level: NC III
Nominal Training Duration :

Basic Competencies – 40 Hours
Common Competencies – 96 Hours
Core Competencies – 220 Hours
+ 64 Hours – Supervised Industry Learning (SIL)

Total Duration: 356 Hours

This course is designed to enhance the knowledge, skills and attitudes in accordance with industry standards. This covers competencies that a person must achieve in performing task such as monitoring of workplace operations, coaching and mentoring job skills, maintaining financial records and providing safety of VIP’s. These competencies are required to individuals who will work as Front Office Team Leaders, Supervisors and a pre-requisite for Front Office Services NC IV.

COMPETENCIES REQUIRED IN FRONT OFFICE SERVICES NC III

To obtain this course, all units prescribed for this qualification must be achieved.

This units of competency comprising this qualification include the following:

UNIT CODE	CORE COMPETENCIES (220 Hours)
TRS122301	Monitor routine workplace operations
TRS122302	Coach and mentor others in job skills
TRS122303	Monitor and control financial standards and guest records
TRS122304	Provide requirements for the security of guests
UNIT CODE	COMMON COMPETENCIES (96 Hours)
TRS141201	Receive and resolve customer complaints
TRS141202	Work cooperatively in a general administration environment
TRS141203	Maintain quality customer/guest service
TRS141204	Roster staff
TRS141205	Control and order stock
TRS141206	Prepare and deliver training sessions
TRS141207	Plan, conduct and evaluate staff performance assessment
UNIT CODE	BASIC COMPETENCIES (40 Hours)
400311319	Lead workplace communication
400311320	Lead small teams
400311321	Apply critical thinking and problem solving techniques in the workplace
400311322	Work in a diverse environment
400311323	Propose methods of applying learning and innovation in the organization
400311324	Use information systematically
400311325	Evaluate occupational safety and health work practices
400311326	Evaluate environmental work practices
400311327	Facilitate entrepreneurial skills for micro-small-medium enterprises (MSMES)

This section gives the details and contents of the units of competency required in FRONT OFFICE SERVICES NC III. These units of competency are categorized into basic, common and core competencies.

CORE COMPETENCIES

Core competency units comprising the qualification in FRONT OFFICE SERVICES NC III.

UNIT OF COMPETENCY : MONITOR ROUTINE WORKPLACE OPERATIONS
UNIT CODE : TRS122301

This unit covers the knowledge, skills and attitudes required to manage workplace operations in a range of settings within the hotel and travel industries workplace context.

1. Monitor and improve workplace operations
   • Efficiency and service levels are monitored on an ongoing basis through close contact with day to day operations
   • Operations in the workplace and quality assurance initiatives are ensured to support overall enterprise goals
   • Quality problems and issues are promptly identified and adjusted accordingly with relevant approvals
   • Procedures and systems are adjusted in consultation with colleagues to improve efficiency and effectiveness
   • Colleagues are consulted about ways to improve efficiency and service levels
2. Plan and organize workflow
   • Schedule work is prepared in a manner that enhances efficiency and customer service quality
   • Work is delegated to appropriate people in accordance with principles of delegation
   • Progress is assessed against agreed objectives and timelines
   • Colleagues is assisted in prioritization of workload through supportive feedback and coaching
3. Maintain workplace records
   • Workplace records are completed and submitted accurately within required timeframes
   • Records are delegated and monitored prior to submission
4. Solve problems and make decisions
   • Workplace problems are identified promptly and analyzed from an operational and customer service perspective
   • Corrective action is initiated to resolve the immediate problem where appropriate
   • Team members are encouraged to participate in solving problems they raise
   • Effectiveness of solutions in the workplace are monitored

UNIT OF COMPETENCY : COACH AND MENTOR OTHERS IN JOB SKILLS
UNIT CODE : TRS122302

This unit covers the knowledge, skills and attitudes required to coach others to improve job skills in a range of settings within the hotel industries workplace context.

1. Prepare for on job coaching
   • Need for coaching based on a range of factors are identified
   • Skill deficiencies that could be addressed by coaching are identified through discussion with the colleague to be coached
   • Suitable time and place are organized with colleague to conduct coaching in accordance with enterprise policy, where appropriate
2. Coach colleagues on the job
   • Overall purpose of coaching are explained to the colleagues
   • Specific skills to be coached are explained and demonstrated
   • Underpinning knowledge are communicated
   • Colleague’s understanding are checked
   • Colleagues are provided opportunities to practice the skill and ask questions
   • Feedback is provided in a constructive and supportive manner
3. Follow up coaching
   • Progress is monitored with new skills in the workplace and provide supportive assistance as required
   • Progress as required is reported to the appropriate person
   • Performance problems or difficulties with the coaching are identified, rectified and referred to the appropriate person for follow-up

UNIT OF COMPETENCY : MONITOR AND CONTROL FINANCIAL STANDARDS AND GUEST RECORDS
UNIT CODE : TRS122303

This unit covers the skills and knowledge required to input and record keep financial transactions in a range of settings within the hotel and travel industries.

1. Maintain Guest records
   • Transactions are checked in accordance with enterprise procedures
   • Prepared balances are checked in accordance with enterprise procedures
   • Discrepancies or errors are identified and reconciled with the concerned staff
2. Complete financial reports
   • Financial/statistical reports are finalized and verified on time
   • Financial/statistical reports are forwarded promptly to the appropriate person/department

UNIT OF COMPETENCY : PROVIDE REQUIREMENTS FOR THE SECURITY OF GUESTS
UNIT CODE : TRS122304

This unit deals with skills and knowledge required to ensure the safety of nominated VIPs on the premises including escorting them to, in and from the premises and ensuring their safety during their stay.

1. Prepare for visits by VIPs
   • Nature of the visit are identified by the VIP
   • Relevant people are liaised regarding the visit
   • Factors impacting on VIP safety are identified while at the premises
   • Safety plans are created for the VIP visit
   • Resources required are identified to support safety plans
   • Surveillance and communication equipment are acquired
   • Staff is selected to provide for VIP safety
   • Information is provided to staff in relation to VIP safety and plans
   • Media liaison facilities and procedures are established
   • Drills to trial safety plans are conducted
2. Implement plans for VIP safety
   • Pre-arrival preparations are applied
   • Final pre-arrival checks are conducted
   • VIPs are met and escorted to the establishment
   • Safety of VIPs during stay are maintained
   • Departure of VIPs are facilitated
3. Conduct evaluation of plans following departure of VIP
   • Staff who were involved with project is de-brief
   • Responses to breaches are analyzed.
   • Draft Safety plans are prepared for future VIP visits on the basis of feedback received and analysis undertaken

COMMON COMPETENCIES

UNIT OF COMPETENCY : RECEIVE AND RESOLVE CUSTOMER COMPLAINTS
UNIT CODE : TRS141201

This unit deals with the skills and knowledge required to receive and resolve customer complaints in a range of settings within the hospitality industry workplace context.

1. Identify and analyze the complaint
   • Verbal complaint, using active listening and empathy techniques is received and accurately recorded
   • The exact nature of the customer complaint are identified through appropriate communication techniques
   • Register or complaint file/s in accordance with the requirements of the enterprise information system are maintained
2. Respond to complaints
   • Complaints in accordance with organizational standards, policies and procedures are processed
   • Documentation in relation to complaints is obtained and reviewed
   • Register of complaints/disputes are updated
3. Determine and agree upon appropriate action to resolve complaint
   • Options to resolve the complaint within enterprise policy, procedures and guidelines are identified and reviewed
   • Action to resolve the complaint with the customer is agreed and confirmed.
   • A commitment to the customer to resolve the complaint is demonstrated
   • Customer is informed on the outcome of investigation of complaint investigation
4. Refer complaints
   • Complaints that require referral to other personnel or external bodies are identified
   • Complaint to appropriate personnel for follow up in accordance with individual level of responsibility are referred
   • All necessary documentation including investigation reports to appropriate personnel are forwarded
   • Complaints which cannot be resolved to an appropriate person are referred

UNIT OF COMPETENCY : WORK COOPERATIVELY IN A GENERAL ADMINISTRATION ENVIRONMENT
UNIT CODE : TRS141202

This unit deals with the skills and knowledge required to work cooperatively in a general administration environment in a range of settings within the labor divisions of the hospitality industry.

1. Develop effective team relationships
   • Relationships with team members and promote benefits of cooperative work consistent with organizational goals and objectives are developed and maintained
   • Responsibilities and assignments in a positive manner to promote effective relationships within the work group are undertaken
   • Courteous and appropriate communication with others in a manner, which reflects sensitivity to individual social and cultural differences in accordance with organizational requirements, are conducted
   • Communication techniques to relay information in a clear and concise manner are used
   • Language and tone appropriate to a particular audience, purpose and situation, taking into account the relevant factors involved are used
   • Issues that may lead to, or involve conflict with team members, or refer to appropriate persons are recognized and discussed
   • Routine workplace documentation is completed accurately and in a timely manner
2. Participate in team assignments
   • Individual responsibilities within the workgroup in accordance with organizational requirements are identified and met
   • Cultural differences within the team are recognized and accommodated
3. Contribute to team development
   • Both internal customer and external customer needs and expectations in accordance with organization standards, policies and procedures and within acceptable time frames are met
   • Encouragement and support to other team members to identify and organize professional development opportunities are given
   • Formal feedback and informal feedback on individual and team performance regularly from colleagues and supervisors to identify and implement improvements to products, services, processes or outcomes are sought
   • Personal work standards in a manner that supports the workgroup and organizational requirements are maintained
   • Positive contributions to the planning process to improve work practices are made
   • Non-discriminatory attitudes and language when interacting with customers, staff and management, consistently are used

UNIT OF COMPETENCY : MAINTAIN QUALITY CUSTOMER/GUEST SERVICE
UNIT CODE : TRS141203

This unit deals with the skills and knowledge required to maintain a quality customer/guest service within the hotel and travel industries.

1. Analyze signs, symbols and data
   • Technical plans are obtained according to job requirements
   • Signs, symbols and data are identified according to job specifications
   • Signs symbols and data are determined according to classification or as appropriate in drawing
2. Interpret technical drawings and plans
   • Necessary tools, materials and equipment are identified according to the plan
   • Supplies and materials are listed according to specifications
   • Components, assemblies or objects are recognized as required
   • Dimensions are identified as appropriate to the plan
   • Specification details are matched with existing/available resources and in line with job requirements
   • Work plan is drawn following the specifications
3. Apply freehand sketching
   • Where applicable, correct freehand sketching is produced in accordance with the job requirements

UNIT OF COMPETENCY : PERFORM MENSURATIONS AND CALCULATIONS
UNIT CODE : CON311203

This unit covers the knowledge, skills and attitudes on identifying and measuring objects based on the required performance standards.

1. Select measuring instruments
   • Object or component to be measured is identified, classified and interpreted according to the appropriate regular geometric shape
   • Measuring tools are selected/identified as per object to be measured or job requirements
   • Correct specifications are obtained from relevant sources
   • Appropriate measuring instruments are selected according to job requirements
   • Alternative measuring tools are used without sacrificing cost and quality of work
2. Carry out measurements and calculations
   • Accurate measurements are obtained according to job requirements
   • Alternative measuring tools are used without sacrificing cost and quality of work
   • Calculation needed to complete work tasks are performed using the four basic process of addition (+), subtraction (-), multiplication (x) and division (/)
   • Calculations involving fractions, percentages and mixed numbers are used to complete workplace tasks
   • Numerical computation is self-checked and corrected for accuracy
   • Instruments are read to the limit of accuracy of the tool
   • Systems of measurement identified and converted according to job requirements/ISO
   • Workpieces are measured according to job requirements

UNIT OF COMPETENCY : MAINTAIN TOOLS AND EQUIPMENT
UNIT CODE : CON311204

This unit covers the knowledge, skills and attitudes on checking condition, performing preventive maintenance and storing of construction painting tools and equipment.

1. Check condition of tools and equipment
   • Materials, tools and equipment are identified according to classification and job requirements
   • Non-functional tools and equipment are segregated and labeled according to classification
   • Safety of tools and equipment are observed in accordance with manufacturer’s instructions
   • Condition of PPE are checked in accordance with manufacturer’s instructions
2. Perform basic preventive maintenance
   • Appropriate lubricants are identified according to types of equipment
   • Tools and equipment are lubricated according to preventive maintenance schedule or manufacturer’s specifications
   • Measuring instruments are checked and calibrated in accordance with manufacturer’s instructions
   • Tools are cleaned and lubricated according to standard procedures
   • Defective instruments, equipment and accessories are inspected and replaced according to manufacturer’s specifications
   • Tools are inspected, repaired and replaced after use
   • Work place is cleaned and kept in safe state in line with Occupational Safety and Health Standards (OSHS)
3. Store tools and equipment
   • Inventory of tools, instruments and equipment are conducted and recorded as per company practices
   • Tools and equipment are stored safely in appropriate locations in accordance with manufacturer’s specifications or company procedures

BASIC COMPETENCIES

LEAD WORKPLACE COMMUNICATION (400311319) – This unit covers the knowledge, skills and attitudes required to lead in the effective dissemination and discussion of ideas, information, and issues in the workplace. This includes preparation of written communication materials.

1. Communicate information about workplace processes
2. Lead workplace discussions
3. Identify and communicate issues arising in the workplace

LEAD SMALL TEAMS (400311320) – This unit covers the knowledge, skills and attitudes to lead small teams including setting, maintaining and monitoring team and individual performance standards.

1. Provide team leadership
2. Assign responsibilities
3. Set performance expectations for team members
4. Supervise team performance

APPLY CRITICAL THINKING AND PROBLE – SOLVING TECHNIQUES IN THE WORKPACE (400311321) – This unit covers the knowledge, skills and attitudes required to solve problems in the workplace including the application of problem solving techniques and to determine and resolve the root cause/s of specific problems in the workplace.

1. Examine specific workplace challenges
2. Analyze the causes of specific workplace challenges
3. Formulate resolutions to specific workplace challenges
4. Implement action plans and communicate results

WORK IN A DIVERSE ENVIRONMENT (400311322) – This unit covers the outcomes required to work effectively in a workplace characterized by diversity in terms of religions, beliefs, races, ethnicities and other differences.

1. Develop an individual’s cultural awareness and sensitivity
2. Work effectively in an environment that acknowledges and values cultural diversity
3. Identify common issues in a multicultural and diverse environment

PROPOSE METHODS OF APPLYING LEARNING AND INNOVATION IN THE ORGANIZATION (400311323) – This unit covers the knowledge, skills and attitudes required to assess general obstacles in the application of learning and innovation in the organization and to propose practical methods of such in addressing organizational challenges.

1. Assess work procedures, processes and systems in terms of innovative practices
2. Generate practical action plans for improving work procedures, processes
3. Evaluate the effectiveness of the proposed action plans

USE INFORMATION SYSTEMATICALLY (400311324) – This unit covers the knowledge, skills and attitudes required to use technical information systems, apply information technology (IT) systems and edit, format & check information.

1. Use technical information
2. Apply information technology (IT)
3. Edit, format and check information

EVALUATE OCCUPATIONAL SAFETY AND HEALTH WORK PRACTICES (400311325) – This unit covers the knowledge, skills and attitudes required to interpret Occupational Safety and Health practices, set OSH work targets, and evaluate effectiveness of Occupational Safety and Health work instructions

1. Identify OSH compliance requirements
2. Prepare OSH requirements for compliance
3. Perform tasks in accordance with relevant OSH policies and procedures

EVALUATE ENVIRONMENTAL WORK PRACTICES (400311326) – This unit covers the knowledge, skills and attitude to interpret environmental Issues, establish targets to evaluate environmental practices and evaluate effectiveness of environmental practices

1. Interpret environmental practices, policies and procedures
2. Establish targets to evaluate environmental practices
3. Evaluate effectiveness of environmental practices

FACILITATE ENTREPRENEURIAL SKILLS FOR MICRO-SMALL-MEDIUM ENTERPRISES (MSMEs) (400311327) – This unit covers the outcomes required to build, operate and grow a micro/small-scale enterprise.

1. Develop and maintain microsmall-medium enterprise (MSMEs) skills in the organization
2. Establish and maintain clientbase/market
3. Apply budgeting and financial management skills

GLOSSARY OF TERMS

• Concierge – a front office section taking charge of guest inquiries, requests and complaints.
• Computer Literate – Is defined as the knowledge and ability to utilize computers and related technology efficiently, with a range of skills covering levels from elementary use to computer programming and advanced problem solving.
• Front Office Agent – a front office staff in-charge of accepting hotel reservations; registering and checking–out guest; handling guest inquiries, request and complaints and F.O. Cashiering.
• Reservation – the process of requesting for room accommodation in advance in a hotel or other commercial establishment.
  Electronic Key Card – a computer generated electronic card used as guest room key.
• Back-Of-The-House – non-guest contact departments such as Accounting/Finance
• Property Standards – based according to the hotel, hotel school, training institution or similar/related commercial establishment.