FRONT OFFICE SERVICES NC IV – TESDA COURSE MODULE

TESDA TRAINING REGULATIONS FOR FRONT OFFICE SERVICES NC IV COURSE

The TESDA Course in Front Office Services NC IV consists of competencies that a person must achieve to perform a broad range of guest service tasks including evaluation and planning, managing of accounts, provide leadership and guidance to others with some responsibility for group outcomes.

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 Assistant Manager
• Night Auditor
• Guest Relations Manager

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 III qualification gained through training or experience or certification

TESDA FRONT OFFICE SERVICES NC IV COURSE

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

Basic Competencies – 47 Hours
Common Competencies – 190 Hours
Core Competencies – 215 Hours

Total Duration: 452 Hours + 64 Hours Supervised Industry Learning (SIL)

This course is designed to enhance the knowledge, skill and attitudes of FRONT OFFICE SERVICES NC IV in accordance with industry standards. This covers competencies that a person must achieve in planning and establishing systems and procedures, leading and managing people, managing and resolving conflict situations and managing guests’ financial records. These competencies are required to individuals who will work at any tourism and hospitality enterprises.

COMPETENCIES REQUIRED IN FRONT OFFICE SERVICES NC IV

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 (215 Hours)
TRS122305	Plan and establish systems and procedures
TRS122306	Lead and manage people
TRS122307	Manage and resolve conflict situations
TRS122308	Manage guests financial records
UNIT CODE	COMMON COMPETENCIES (190  Hours)
TRS141208	Maintain hospitality industry knowledge
TRS141209	Perform child protection duties relevant to the tourism industry
TRS141210	Develop and supervise operational approaches
TRS141211	Manage quality customer service
TRS141212	Manage finances within a budget
TRS141213	Plan and implement a series of training events
TRS141214	Use the assessment system for training outcomes
UNIT CODE	BASIC COMPETENCIES (47 Hours)
500311401	Utilize specialized communication skills
500311402	Develop and lead teams
500311403	Perform higher-order thinking processes and apply techniques in the workplace
500311404	Contribute to the practice of social justice in the workplace
500311405	Manage innovative work instructions
500311406	Manage and evaluate usage of information
500311407	Lead in improvement of Occupational Safety and Health (OSH) programs, policies and procedures
500311408	Lead towards improvement of environment work programs, policies and procedures
500311409	Sustain entrepreneurial skills

This section gives the details and contents of the units of competency required in FRONT OFFICE SERVICES NC IV. 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 IV.

UNIT OF COMPETENCY : PLAN AND ESTABLISH SYSTEMS AND PROCEDURES
UNIT CODE : TRS122305

This unit covers the knowledge, skills and attitudes required to plan and establish procedures to meet guest expectations.

1. Plan and develop systems and procedures
   • Need for enterprise systems, procedures and requirements are determined and clarified by monitoring the workplace and consulting with colleagues and customers on an ongoing basis
   • Systems and procedures are developed or revised using appropriate consultative processes
   • Immediate operational needs, enterprise goals, capabilities and resources are considered, when developing or revising systems and procedures
   • Any relevant legal and ethical constraints are identified
2. Establish systems and procedures
   • Advance notice of new systems and procedures are provided to colleagues
   • Systems and procedures are introduced to the workplace in a manner that causes minimum disruption to customers and colleagues
   • Training and support is provided to colleagues as required
3. Review systems and procedures Efficiency and effectiveness of systems and procedures are monitored
   • Suggestions for improvements to systems and procedures are acquired from colleagues at all levels
   • Adjustments to systems and procedures are made when necessary

UNIT OF COMPETENCY : LEAD AND MANAGE PEOPLE
UNIT CODE : TRS122306

This unit covers the knowledge, skills and attitudes required to lead and manage people including in teams and support and encourage their commitment to the organization. It requires the ability to lead by example and manage performance through effective leadership.

1. Standards of performance and behavior
   • Individual performance is projected as a positive role model to the team
   • Support and commitment to enterprise goals are shown in day-to-day work performance
   • Staff are treated with integrity, respect and empathy
2. Develop team commitment and cooperation
   • Plans and objectives are developed and communicated in consultation with the team
   • Plans and objectives are made consistent with enterprise goals
   • Expectations, roles and responsibilities are communicated in a way that encourages individuals/teams to take responsibility for their work
   • Teams and individuals are encouraged to develop innovative approaches to work
   • Team members are recognized and rewarded
   • Open and supportive communication styles are modeled and encouraged within the team
   • Information is sought and shared from the wider environment with the team
   • Team interests are represented appropriately in the wider environment
3. Manage team performance
   • Skills of team members and opportunities for individual development are assessed.
   • Team performance are monitored to ensure progress towards achievement of goals
   • Tasks and responsibilities are delegated appropriately
   • Mentoring and coaching support are provided to team members
   • Team achievements are recognized and rewarded

UNIT OF COMPETENCY : MANAGE AND RESOLVE CONFLICT SITUATIONS
UNIT CODE : TRS122307

This unit covers the knowledge, skills and attitudes required to resolve complex or escalated complaints and disputes with internal and external customers and colleagues. It requires the ability to use effective conflict resolution techniques and communication skills to manage conflict and develop solutions. It does not cover formal negotiation, counseling or mediation.

1. Respond to complaints
   • Complaints are handled sensitively, courteously and discreetly in accordance with enterprise procedures
   • Responsibility is taken for resolving complaints
2. Identify and manage conflict situations
   • Potential for conflict is identified quickly and appropriate action is taken to prevent escalation
   • Threats to personal safety of customers or colleagues are identified quickly and appropriate assistance is organized
   • Problem areas are identified and prompt action taken to identify possible responses
3. Resolve conflict situations
   • Responsibility for finding a solution to the conflict situations are taken within scope of individual responsibility and job role
   • Conflict is managed by applying effective communication skills and anger management techniques
   • Conflict resolution skills are used to manage the conflict situation and develop solutions

UNIT OF COMPETENCY : MANAGE GUESTS FINANCIAL RECORDS
UNIT CODE : TRS122308

This unit covers the knowledge, skills and attitudes required to create, manage and present in-house guest accounts in a front office context.

1. Determine the context of guest financial records
   • Financial documentation and personnel responsible for guest financial records are identified
   • Goods and services that require record maintenance are identified
   • Accounting process for the establishment is identified
   • Types of transaction processed is identified as part of managing guest financial records
   • Deposit and advance payment requirements for the organization is identified
   • Room rates that apply to the property are identified
   • Guest record keeping system is checked in compliance with Data Privacy Act.
   • Limitations and restrictions that apply to guest financial transactions with the property are identified
   • Procedures for dealing with problem account situations are identified
   • Payment options for guests are identified
2. Establish guest financial record
   • Guest account is opened in accordance with organizational requirements Payment from guests are obtained and recorded on arrival, where appropriate
   • Revenue centers is notified regarding status of individual accounts/guests
   • Guest account is updated on arrival of guest
   • Guest history is checked
3. Manage guest financial record
   • Charges and payments made are updated to guest account
   • House limits are monitored on guest accounts
   • Supporting documentation is filed for charges and products and services rendered
   • Guest accounts are reconciled
   • Revenue centers are notified regarding changes to guest status, as required
   • Refunds are made where appropriate
   • Night audit functions are managed
   • Account for payment is prepared
4. Finalize guest financial record
   • Account is presented and charges are explained to guest for payment
   • Payment is accepted and recorded
   • Finalized guest account is processed
   • Late charges are dealt

COMMON COMPETENCIES

UNIT OF COMPETENCY : MAINTAIN HOSPITALITY INDUSTRY KNOWLEDGE
UNIT CODE : TRS1412018

This unit deals with the skills and knowledge required to maintain hospitality industry knowledge in a range of settings within the hotel and travel industries workplace context.

1. Seek information on the hospitality industry
   • Sources of information on the hotel and travel industries are identified and accessed
   • Information on the hotel and travel industries to assist effective work performance within the industries are obtained
   • Specific information on relevant sector(s) of work are accessed and updated
   • Knowledge of the hotel and travel industries in the correct context to enhance quality of work performance are used
   • Information on other industries to enhance quality of work performance are obtained
2. Source and apply information on legal and ethical issues for the hospitality industry
   • Information on legal issues and ethical issues to assist effective work performance are obtained
   • Information on legal ethical issues are reviewed and selected
   • Day-to-day hospitality industry activities are conducted in accordance with legal obligations and ethical industry practices
3. Update hospitality industry knowledge
   • A range of opportunities to update general knowledge of the hotel and travel industries are identified and used
   • Current issues of concern to the industries are monitored
   • Knowledge with customers and colleagues as appropriate and incorporate this into day-to-day work activities are shared and updated

UNIT OF COMPETENCY : PERFORM CHILD PROTECTION DUTIES RELEVANT TO THE TOURISM INDUSTRY
UNIT CODE : TRS141209

This unit deals with skills and knowledge required to understand the issue of child sexual exploitation by tourists and apply simple protective measures which are applicable for staff working in the hotel and travel industries.

1. Identify the issue of sexual exploitation of children by tourists
   • The problem of child sexual exploitation of children by tourists (otherwise known as child-sex tourism) is defined
   • The impact of child sexual exploitation on children, communities and the hotel and travel industries is described
   • Suspicious behaviors that may be exhibited by child sex tourists are identified
2. Describe national, regional and international actions to prevent the sexual exploitation of children by tourists
   • The United Nations Convention on the Rights (UNCRC) of the Child and the main UN Articles relating to the rights of all children to be safe from sexual exploitation are located and familiarized
   • The national, regional and international initiatives to prevent the sexual exploitation of children by tourists are examined
   • Reporting mechanisms if suspicious behavior is observed are identified
3. Describe actions that can be taken in the workplace to protect children from sexual exploitation by tourists
   • A list of actions that can be taken by staff working in each labor division of the hotel and travel industries are prepared to prevent the sexual exploitation of children by tourists
   • The best action that can be taken by a staff for particular situations in preventing the sexual exploitation of children by tourists are selected
   • Participating in national and regional campaigns to promote greater public awareness and action to prevent child sexual exploitation in tourism destinations

UNIT OF COMPETENCY : DEVELOP AND SUPERVISE OPERATIONAL APPROACHES
UNIT CODE : TRS141210

This unit deals with the skills and knowledge required to develop and supervise operational approaches in a range of settings within the hotel industries.

1. Communicate work roles activities
   • Operational plans and objectives to team members are identified, developed and communicated
   • Skills of team members to tasks and duties and develop job responsibilities in line with enterprise guidelines are matched
   • Requirements of jobs and tasks clearly to team members are communicated establish appropriate targets and task objectives are developed
   • Work activities to ensure completion of tasks are prioritized in accordance with work requirements
   • Training and learning opportunities into work activities are identified and incorporated
   • Clear supervisory and reporting responsibilities in line with organizational requirements are maintained
2. Maintain effective working relations
   • Problems with team members are recognized and addressed
   • Assistance of team members when difficulties arise to achieve allocated tasks are sought
   • Requirements of work activities using a participative approach are communicated
   • Disagreements and conflicts constructively using appropriate conflict management strategies are managed
3. Provide feedback
   • Clear and constructive feedback to individuals to support achievement of outcomes are provided
   • Team and individual performances to ensure team members are able to achieve goals are monitored
   • Opportunity for individual development is identified
   • Clear supervisory and reporting responsibilities in line with organizational requirements are maintained

UNIT OF COMPETENCY : MANAGE QUALITY CUSTOMER SERVICE
UNIT CODE : TRS141211

This unit covers the knowledge, skills and attitudes required to manage customer service quality in the workplace within a tourism or hospitality context. It focuses on the need to develop active approaches to service quality issues with some strategic focus.

1. Develop approaches to enhance customer service quality
   • Information on customer needs, expectations and satisfaction levels is obtained using both informal and formal research.
   • Opportunities are provided for both customers and colleagues to provide feedback on products and services.
   • Changes in internal and external environments are reviewed and findings are integrated into planning for quality service.
   • Opportunities are provided for colleagues to participate in the customer service planning process.
   • Standards and plans are developed to address key quality service issues.
2. Manage the delivery of quality service
   • Customer service standards and expectations are clearly communicated to colleagues.
   • Access to information on service standards and delivery is provided to colleagues
   • Coaching is used to assist colleagues to deal with customer service issues and to take responsibility for service outcomes.
   • Customer service in the workplace is monitored to ensure standards are met in accordance with enterprise policies and procedures.
3. Monitor and adjust customer service
   • Feedback is sought from customers on an ongoing basis and this is used to improve performance where applicable.
   • Customer service problems are identified and adjustments to standards, systems and procedures are made to ensure continued service quality.
   • New approaches are communicated to all those involved in service delivery within appropriate timeframes.

UNIT OF COMPETENCY : MANAGE FINANCES WITHIN A BUDGET
UNIT CODE : TRS141212

This unit covers the knowledge, skills and attitudes required to take responsibility for budget management where others may have developed the budget.

1. Allocate budget resources
   • Funds are allocated according to agreed priorities.
   • Changes in income and expenditure priorities are discussed with colleagues prior to implementation
   • All relevant personnel are consulted and informed in relation to resource decisions
   • Awareness of the importance of budget control is promoted
   • Detailed records of resource allocation are maintained in accordance with enterprise control systems
2. Monitor financial activities against budget
   • Actual income and expenditures are checked against budget and at regular intervals
   • Financial commitments are included in all documentation to ensure accurate monitoring Deviations are identified and reported according to company policy and significance of deviation
   • Options for more effective management of deviations are investigated
   • Colleagues are advised of budget status in relation to targets within agreed timeframes
3. Identify and evaluate options for improved budget performance
   • Existing costs and resources are assessed and areas for improvement are identified
   • Desired outcomes are discussed with relevant colleagues
   • Research is conducted to investigate new approaches
   • Benefits and disadvantages of new approaches are defined and clearly communicated
   • Impacts on customer service levels and colleagues are considered when developing new approaches
   • Recommendations are presented clearly and logically to the
     appropriate person/department
4. Complete financial reports
   • All required financial reports are completed within designated timelines Clear and concise information are produced to enable informed decision making
   • Reports are promptly forwarded to the appropriate person/department.

UNIT OF COMPETENCY : PLAN AND IMPLEMENT A SERIES OF TRAINING EVENTS
UNIT CODE : TRS141213

This unit covers the knowledge, skills and behavior required to plan training events in response to identified workplace need and administer the implementation to optimize training effectiveness. This unit reflects a management function and not a trainer function and is likely to be applicable to an organization that has multiple workplaces/sites.

1. Plan a series of training events
   • Training needs are identified and verified
   • Training needs are identified and prioritized.
   • Resources available to support training events to address identified training need are determined
   • Training events that will address identified workplace training need are identified.
   • Availability of learners to attend and participate in identified training events are determined.
   • Stakeholders in planning activities are involved.
   • A schedule for implementing identified training events is developed.
   • An operational plan to support the implementation of identified training events is developed.
   • The implementation plan for training events with stakeholders is shared.
   • Identified learners to engage with established training events are encouraged
2. Implement a series of training events
   • Identified support for learners to attend identified training events is provided
   • Resources for supervisors to maintain required service levels during identified training events are provided
   • Learners of attendance requirements as required by the organization are advised
   • Feedback from learners on individual training events is captured
   • Planned schedule of training events on the basis of feedback and other issues arising is modified
   • Training events to monitor and evaluate their implementation are attended
   • Contact with training event organizers/providers is maintained
3. Review planning and implementation of a series of training events
   • The impact of attendance at training event is evaluated
   • The value-for-money provided by engagement with training events is assessed.
   • Ways in which more cost-effective use of training events could be effected are identified A report on the use of training events within the organization is prepared

UNIT OF COMPETENCY : USE THE ASSESSMENT SYSTEM FOR TRAINING OUTCOMES
UNIT CODE : TRS141214

This unit covers the knowledge, skills and behavior required to manage an assessment system for employees within a work context

1. Communicate the assessment system
   • The purpose of the assessment system is defined
   • Assessment system features and procedures to relevant stakeholders is documented and circulated
   • Procedures for keeping relevant stakeholders informed about key features of the assessment system are established
2. Provide support for enterprise assessors
   • Assessors meet required competency standards is verified
   • Required training for assessors is identified
   • Moderation of assessments is provided.
   • Feedback to assessors on their performance is provided
   • Networking amongst assessors is facilitated
3. Manage the assessment record keeping system
   • The internal records required to support the assessment system is identified and developed
   • The requirements for completing the assessment records are described
   • The assessment records are filed.
   • The assessment record keeping system is reviewed and updated.
4. Maintain quality assurance procedures
   • Quality assurance procedures for the assessment system are defined
   • Internal audits of the assessment system are undertaken
   • The results of quality assurance audits to improve the assessment system are used
   • The applicability of the existing quality assurance procedures to the dynamic nature of the assessment system is reviewed
5. Report on the contribution made by the assessment system to enterprise training and performance
   • The outcomes that the assessment system has produced are identified
   • The assessment system is reviewed
   • Recommendations for change to the assessment system are made
   • A report is produced and circulated
   • The existing assessment system on the basis of responses to the report is revised

BASIC COMPETENCIES

UNIT OF COMPETENCY : UTILIZE SPECIALIZED COMMUNICATION SKILLS
UNIT CODE : 500311401

This unit covers the knowledge, skills and attitudes required to use specialized communication skills to meet specific needs of internal and internal clients, conduct interviews, facilitate discussion with groups, and contribute to the development of communication strategies.

1. Meet common and specific communication needs of clients and colleagues
   • Specific communication needs of clients and colleagues are identified and met
   • Different approaches are used to meet communication needs of clients and colleagues
   • Conflict is addressed promptly in a manner which does not compromise the organization
2. Contribute to the development of communication strategies
   • Strategies for internal and external dissemination of information are developed, promoted, implemented and reviewed as required
   • Channels of communication are established and reviewed regularly
   • Coaching in effective communication is provided
   • Work related network and relationship are maintained
   • Negotiation and conflict resolution strategies are used where required
   • Communication with clients and colleagues is performed appropriate to individual needs and organizational objectives
3. Deliver a technical presentation
   • Presentation is delivered clearly, sequential and delivered within allotted time
   • Utilize appropriate media to enhance presentation
   • Differences in views/opinions are respected
   • Questions during fora are responded in a manner consistent with organizational standard
4. Represent the organization
   • When participating in internal or external forums, presentation is relevant, appropriately researched and presented in a manner to promote the organization
   • Presentation is clear and sequential and delivered within a predetermined time
   • Utilize appropriate media to enhance presentation
   • Differences in views are respected
   • Written communication is consistent with organizational standards
   • Inquiries are responded in a manner consistent with organizational standard
   • Consolidate ideas and suggestions
   • Generalize and summarize all ideas and suggestions
5. Facilitate group discussion
   • Mechanisms which enhance effective group interaction is defined and implemented
   • Strategies which encourage all group members to participate are used routinely
   • Objectives and agenda for meetings and discussions are routinely set and followed
   • Relevant information is provided to group to facilitate outcomes
   • Evaluation of group communication strategies is undertaken to promote participation of all parties
   • Specific communication needs of individuals are identified and addressed
6. Conduct interview
   • A range of appropriate communication strategies are employed in interview situations
   • Records of interviews are made and maintained in accordance with organizational procedures
   • Effective questioning, listening and nonverbal communication techniques are used to ensure that required message is communicated

UNIT OF COMPETENCY: DEVELOP AND LEAD TEAMS
UNIT CODE : 500311402

This unit covers the skills, knowledge and attitudes required to determine individual and team development needs and facilitate the development of the workgroup.

1. Foster Individual growth
   • Learning and development needs of team members are systematically identified in line with organizational requirements
   • Development plan to meet individual needs is collaboratively developed and implemented
   • Individuals are encouraged to self – evaluate performance and identify areas for improvement
   • Feedback on performance of team members is collected from relevant sources and compared with established team learning process
2. Foster individual and team growth
   • Learning and development program goals and objectives are identified to match the specific knowledge and skills requirements of competency standards
   • Learning delivery methods are appropriate to the learning goals, the learning style of participants and availability of equipment and resources
   • Workplace learning opportunities and coaching/ mentoring assistance are provided to facilitate individual and team achievement of competencies
   • Resources and timelines required for learning activities are identified and approved in accordance with organizational requirements
3. Monitor and evaluate workplace learning
   • Feedback from individuals or teams is used to identify and implement improvements in future learning arrangements
   • Outcomes and performance of individuals/teams are assessed and recorded to determine the effectiveness of development programs and the extent of additional support
   • Modifications to learning plans are negotiated to improve the efficiency and effectiveness of learning
   • Records and reports of competency are maintained within organizational requirement
4. Develop team commitment and cooperation
   • Open communication processes to obtain and share information is used by team
   • Decisions are reached by the team in accordance with its agreed roles and responsibilities
   • Mutual concern and camaraderie are developed in the team
   • Career planning for each member are monitored
5. Facilitate accomplishment of team goals
   • Team members actively participated in team activities and communication processes
   • Teams members developed individual and joint responsibility for their actions
   • Collaborative efforts are sustained to attain organizational goals

UNIT OF COMPETENCY : PERFORM HIGHER-ORDER THINKING PROCESSES AND APPLY TECHNIQUES IN THE WORKPLACE
UNIT CODE : 500311403

This unit of covers the knowledge, skills and attitudes required to use fundamental critical thinking skills in the workplace.

1. Evaluate effectiveness and efficiency of the workplace systems, processes and procedures.
   • Effectiveness and efficiency of workplace standards and procedures are examined.
   • Usage of inquiry and dialogue to communicate evaluation measures and results are implemented.
   • Evaluation reports are prepared and communicated to team members.
2. Foster the habit of critical inquiry and curiosity in the workplace.
   • Issues and situations are reflected on and wondered about.
   • Issues and problems in the workplace particularly in the policies, procedures and protocols are discussed and evaluated between and among teams.
   • Evaluation of efficiency and effectiveness of workplace policies, procedures and protocols are documented, communicated and agreed upon between and among teams.
   • Growth mindset and positive relationship and communication is applied in the context of curiosity and critical inquiry in the workplace.
3. Develop practical action plans for improving workplace conditions.
   • Evaluation of efficiency and effectiveness of workplace policies, procedures and protocols are documented, communicated to stakeholders.
   • Practical action plans in improving workplace conditions are formulated, presented and negotiated with stakeholders.
   • Proposed changes and directions are inquired, processed and negotiated between and among teams, and stakeholders as well of the organization.
   • Commitment to continuous improvement and change is highlighted.
   • Passion and dedication for changing and adapting to the demands of the 21st century workplace are considered.

UNIT OF COMPETENCY : CONTRIBUTE TO THE PRACTICE OF SOCIAL JUSTICE IN THE WORKPLACE
UNIT CODE : 500311404

This unit covers ways and means to assume active roles in resolving local and global challenges and to become proactive contributors to a more peaceful and sustainable world.

1. Update self on local, national and global trends/issues in the workplace
   • Media are regularly scanned/ monitored for trends and issues relevant to human rights, gender equality, promotion of culture of peace and nonviolence, global citizenship and appreciation of cultural diversity.
   • Knowledge and understanding of local, national and global issues and their interconnectedness and interdependency are acquired.
   • Notable issues and trends are critically examined and discussed with peers, colleagues, or family members.
2. Relate local and global trends to workplace context
   • Local events are reflected on for implications in one’s own situation and in the external global environment.
   • Sense of belonging to a common humanity, sharing values and responsibilities are developed.
   • Attitudes of empathy, solidarity and respect for differences and diversity are strengthened.
3. Engage and take actions on workplace issues and concerns
   • Effective and responsible actions at local, national and global levels are identified.
   • Motivation and willingness to take necessary actions are developed.
   • Attitude of “thinking globally and acting locally” is practiced.

UNIT OF COMPETENCY : MANAGE INNOVATIVE WORK INSTRUCTIONS
UNIT CODE : 500311405

This unit covers the knowledge, skills and attitudes required to sustain and develop a workplace environment in which improvement, innovation and learning are promoted and reinforced.

1. Review and analyze existing workplace practices
   • Current instructions and strategies to perform tasks in the workplace are reviewed
   • Climate for innovation at the organizational level is defined
   • Innovation drivers in the workplace are identified
2. Examine opportunities for continuous improvement and innovation of practices in the workplace
   • Effectiveness of innovative practices in the workplace is determined
   • Innovative behaviors of leaders or managers in the organization are assessed
   • Driving principles of innovation are discussed
3. Implement innovative ways in the conduct of usual workplace practices
   • Innovative behaviors in the workplace are performed
   • Innovative climate in the workplace is maintained
   • Adoption or modification of new ideas relevant to the organizational needs is achieved

UNIT OF COMPETENCY : MANAGE AND EVALUATE USAGE OF INFORMATION
UNIT CODE : 500311406

This unit of competency covers the knowledge, skills and attitudes required to support

1. Review information needs and sources
   • The information needs of individuals/teams are determined and the sources are identified.
   • Information held by the organization is reviewed to determine suitability and accessibility.
   • Plans are prepared to obtain information that is not available or accessible within the organization.
2. Collect and analyze information
   • Collection of information is interpreted timely and relevant to the needs of individuals/teams.
   •  Information is collected in formal suitable for analysis, interpretation and dissemination.
   • Information is analyzed to identify relevant trends and developments in terms of the needs for which is acquired.
3. Use management information systems
   • Management information systems are used to store and retrieve data for decision making.
   • Technology available in the work area/organization is used to manage information.
   • Recommendations for improving the information system are submitted to designated persons/ groups.
4. Report and disseminate analyzed information
   • The results of information gathering, analysis and synthesis are reported within specified time frames and to the standard defined by the organization.
   • The results of information gathering, analysis and synthesis are reported so they can be inputs to policy development and organization decision making.
   • Information which is gathered is disseminated to appropriate personnel within the specified timeframe

UNIT OF COMPETENCY : LEAD IN IMPROVEMENT OF OCCUPATIONAL SAFETY AND HEALTH (OSH) PROGRAMS, POLICIES AND PROCEDURES
UNIT CODE : 500311407

This unit covers the knowledge, skills and attitudes required to assess Occupational Safety and Health (OSH) practices and programs, recommend OSH program improvement initiatives, and implement recommended improvements on Occupational Safety and Health (OSH) Programs, Procedures and Policies

1. Assess Occupational Safety and Health (OSH) practices and programs
   • OSH practices and programs are reviewed based on workplace policies and procedures
   • Appropriate personnel or OSH reference guides are consulted for proper guidance based on workplace policies and procedures
   • Current practices and programs are evaluated based on acceptable level of OSH work standards
2. Recommend OSH program improvement initiatives
   • OSH work improvement initiatives are identified that are relevant with the workplace scenario
   • OSH program improvement plans are organized based on workplace policies and procedures
   • OSH program improvement plans are presented based on workplace policies and procedures
3. Implement recommended improvements on Occupational Safety and Health (OSH) Programs, Procedures and Policies
   • Approved improvements on OSH work improvement initiatives are communicated based on workplace policies and procedures
   • Concern personnel are guided in accordance with workplace policies and procedures
   • Implementation of the approved OSH initiatives are monitored in accordance with workplace policies and procedures
   • Implementation of approved OSH initiatives are evaluated based on workplace policies and procedures

UNIT OF COMPETENCY : LEAD TOWARDS IMPROVEMENT OF ENVIRONMENTAL WORK PROGRAMS, POLICIES AND PROCEDURES
UNIT CODE : 500311408

This unit covers the knowledge, skills and attitudes required in assessing environmental work practices and standards, recommending environmental work improvement initiatives and implementing recommended environmental improvements

1. Assess environmental work practices and programs
   • Environmental practices and programs are reviewed based on workplace policies
   • Appropriate personnel or environmental reference guides are consulted for proper guidance based on workplace policies*
   • Current practices and programs are evaluated based on acceptable level of environmental work standards*
2. Recommend environmental program improvements initiatives
   • Environment practices opportunities are Identified that are relevant with the workplace scenario
   • Environmental program improvement plans are organized based on workplace policies and procedures*
   • Environmental program improvement plans are presented based on workplace policies and procedures*
3. Implement recommended improvements on environmental programs, policies and procedures
   • Approved improvements on environmental work program initiatives are promoted based on workplace policies and procedures
   • Implementation of the approved environmental initiatives are monitored in accordance with workplace policies and procedures
   • Implementation of approved environmental initiatives are evaluated based on workplace policies and procedures

UNIT OF COMPETENCY : SUSTAIN ENTREPRENEURIAL SKILLS
UNIT CODE : 500311409

This unit covers the outcomes required to update and continue one’s professional development along entrepreneurship, including applying such growth in skills toward expanding the enterprise and developing its work force.

1. Enhance one’s business skills
   • Entrepreneurial skills development needs are identified and responded to promptly.
   • Market trends are monitored, anticipated and taken advantage of where feasible.
   • New technologies, products and processes are included/utilized where advantageous to the enterprise.
   • Constant dialog/linkages with other entrepreneurs/peers and stakeholders are maintained
   • Circulation and participation in business for a, meetings, conventions and exhibits are maintained.
2. Manage entrepreneurial practices
   • Ideas and comments for improvements are sought from workers and clients.
   • Staff/workers are encouraged and supported in their skills development and enhancement.
   • A culture of continuous improvement is fostered within the enterprise.
   • Innovations on the existing lines of products and services are encouraged
3. Expand markets and clientele
   • Enterprise is built up and sustained through judicious control of cash flows.
   • Profitability of enterprise is ensured though appropriate internal controls.
   • Unnecessary or lower priority expenses and purchases are avoided.
   • New markets and clients are identified based on current market trends

GLOSSARY OF TERMS

• 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
• Property Standards – based according to the hotel, hotel school, training institution or similar/related commercial establishment
• System – An arrangement or combination of interrelated and interdependent things or parts that form a whole
• Mentoring – The practice of assigning a junior member of staff to the care of a more experienced person who assists him in his career
• Colleague – A fellow worker or member of a staff, department, profession
• Procedure – Series of ordered steps that are used to get a job done or to solve a problem
• Process – The action or activity turning a resource into a product or service
• Team – Two or more interacting and interdependent individuals coming together to achieve particular objectives
• Coaching – The ability to improve the performance of others
• Guest Accounts/Folios – Current accurate record of what the guest owes the establishment
• Room/Rack Rate – The standard rate charged for a particular room type
• Property Management System (PMS) – System that co-ordinates the activities and transactions within an accommodation venue
• 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.