HOSPITALITY: RECEPTION AND ACCOMMODATION OPERATIONS Higher

Transcription

1 HOSPITALITY: RECEPTION AND ACCOMMODATION OPERATIONS Higher Third edition published November 1999

2 NOTE OF CHANGES TO ARRANGEMENTS THIRD EDITION PUBLISHED ON CD-ROM NOVEMBER 1999 COURSE TITLE: Hospitality: Reception and Accommodation Operations (Higher) COURSE NUMBER: C National Course Specification Course Details: Core skills statements expanded National Unit Specification All Units: Core skills statements expanded Hospitality: Reception and Accommodation Operations: Higher Course 1

3 National Course Specification HOSPITALITY: RECEPTION AND ACCOMMODATION OPERATIONS (HIGHER) COURSE NUMBER C COURSE STRUCTURE This course has three mandatory units of 120 hours duration in total, plus 40 hours flexible time. It would be preferable for the units to be studied concurrently. D Hospitality Reception and Marketing (H) ND 1 credit (40 hours) D04S 12 Accommodation and Facilities Operations (H) ND 1 credit (40 hours) D Implementing Customer Care (H) BA 1 credit (40 hours) In common with all courses, this course includes 40 hours over and above the 120 hours for the component units. This is for induction, extending the range of learning and teaching approaches, support, consolidation, integration of learning and preparation for external assessment. This time is an important element of the course and advice on its use is included in the course details. RECOMMENDED ENTRY While entry is at the discretion of the centre, candidates would find it advantageous to have attained: a course or units in Reception and Accommodation Operations at Intermediate 2 an appropriate course or units in Hospitality at Intermediate 2 other appropriate Hospitality-related units or equivalent industrial experience Administrative Information Publication date: November 1999 Source: Scottish Qualifications Authority Version: 03 Scottish Qualifications Authority 1999 This publication may be reproduced in whole or in part for educational purposes provided that no profit is derived from reproduction and that, if reproduced in part, the source is acknowledged. Additional copies of this course specification (including unit specifications) can be purchased from the Scottish Qualifications Authority for Note: Unit specifications can be purchased individually for 2.50 (minimum order 5). 2

4 National Course Specification (cont) COURSE Hospitality: Reception and Accommodation Operations (Higher) CORE SKILLS This course gives automatic certification of the following: Complete core skills for the course None Core skills components for the course Critical Thinking Int 2 Reviewing and Evaluating H For information about automatic certification of core skills for any individual unit in this course, please refer to the general information section at the beginning of the unit. Additional information about core skills is published in Automatic Certification of Core Skills in National Qualifications (SQA, 1999). Hospitality: Reception and Accommodation Operations: Higher Course 3

5 National Course Specification: course details COURSE Hospitality: Reception and Accommodation Operations (Higher) RATIONALE The course in Reception and Accommodation Operations contributes to the development of key skills required to operate within the hospitality industry. Its study will enable the candidate to: develop their interpersonal skills enhance their practical skills in front office and accommodation use relevant equipment efficiently enhance their ability to work independently interpret and implement written and oral instructions enhance their numeracy, planning and problem-solving skills develop their organisational skills The course aims to develop the techniques, skills and knowledge required to operate in the front office and accommodation servicing in a variety of establishments, including: the skills required in monitoring and implementing the delivery of customer care throughout the organisation the principles and practices involved in front office operations an introduction to the sales and marketing aspects of front office operations the skills and knowledge required for the organisation of the cleaning service the underpinning knowledge associated with front office, accommodation servicing and customer care. The study of the course encourages the integration of the elements associated with the operation of front office, accommodation servicing and customer care in a variety of hospitality environments. The following points highlight the benefit of achieving a course award over and above those of achieving the outcomes of the component units. The diversity of techniques, equipment, processes and materials involved in the development of front office, accommodation servicing and customer care skills makes constant reinforcement and integration essential. The additional teaching time and the external assessment will greatly enhance the candidate s ability to retain and assimilate this information. The course award will indicate that a candidate has the ability to integrate skills, knowledge and understanding and apply these to more complex or unfamiliar situations. The course encourages a structured approach to learning, culminating in the development of the practical, manipulative, administrative and interpersonal skills required for working within reception and accommodation operations. The course will assist with the development of numeracy, planning and problem-solving skills. The external assessment will give the award greater coherence and credibility to both candidates and end-users. Hospitality: Reception and Accommodation Operations: Higher Course 4

6 National Course Specification: course details (cont) COURSE Hospitality: Reception and Accommodation Operations (Higher) The following should be emphasised throughout the delivery of the course: communication and interpersonal skills organisational skills safety and security personal hygiene and presentation. COURSE CONTENT Hospitality Reception and Marketing (H) The role of front office Candidates should be aware of the role of reception in the operation of marketing of hospitality organisations to enable them to service both customer and organisational needs. Candidates should be aware of the diversity of front office roles within a range of hospitality operations. Examples of various organisation structures and the duties of the staff contained within them should be illustrated and explained. Guest procedures Candidates should be aware of the systems and procedures relating to advance reservations, guest arrival, in-house and departure. It is essential that both manual and computerised systems should be studied. Practical activities in relation to advance reservations, guest arrival, in-house and departure procedures should be undertaken. Safety and security procedures The importance of the guests and establishment s security should be emphasised, and candidates should be made aware of the procedures used to maintain a safe and secure environment. Where appropriate, current legislation should be mentioned. Sales and marketing Candidates should be aware of the function and relevance of marketing in relation to the front office operation of a hospitality organisation. The importance of market segments and the elements of the marketing mix should be considered. Candidates should be aware of the range of hospitality products and services sold by front office, the external sources of reservation, and different tariff structures used in the pricing of accommodation. Candidates should be aware of the different methods used to encourage in-house sales. Accommodation and Facilities Operations (H) Candidates should be aware of the qualities required by accommodation servicing personnel to enable them to service accommodation to meet both the organisation and customer needs, and legislative requirements. Hospitality: Reception and Accommodation Operations: Higher Course 5

7 National Course Specification: course details (cont) COURSE Hospitality: Reception and Accommodation Operations (Higher) Candidates should be aware of the importance of accommodation and facilities servicing in the efficient and smooth running of establishments. The importance of well-serviced accommodation in meeting user needs and legislative controls should be stressed. The roles of accommodation servicing staff in a variety of hospitality organisations should be outlined. Cleaning processes and standards The various categories of soilage should be identified, with an explanation of their composition. Examples of where different types of soilage may be encountered should also be given. Candidates should be able to explain how soilage is transmitted and deposited. The different standards of cleanliness should be outlined and explained. Examples of where the different standards of cleanliness would be employed should be given. The importance of identifying correct standards in relation to safe working practices, legislative controls and user expectations should also be discussed. Candidates should be able to identify and classify the ranges of cleaning agents available for the maintenance of surfaces. As cleaning agents are potentially hazardous, care must be taken in their use. The handling and use of cleaning agents is governed by manufacturer s instructions and labelling, and by legislative controls. Candidates should handle cleaning agents as per manufacturer s instructions and also within the provisions of current legislation. Candidates should be able to identify and select the range of mechanical and manual cleaning equipment available in relation to the surface to be cleaned and soilage to be removed. Cleaning equipment should be handled and used in a safe manner. Candidates should be able to identify different types of surface finish and the correct cleaning procedures and equipment employed in their preservation. Practical activities in the correct and safe use of cleaning procedures and equipment on a variety of surfaces should be carried out. Cleaning schedules Cleaning schedules should include both cleaning frequencies and the standards to be achieved. This may be incorporated within practical work activity. The importance of using cleaning checklists and reports in the maintenance of standards for a given area should be outlined. Candidates should be able to explain their use and, where possible, complete checklists and reports for a given area. Linen and laundry services Candidates should be able to identify the range of linen items required within the hospitality industry. The role of linen room staff, procedures employed for the correct and secure storage of linen, and the range of laundering services available should all be covered. Hospitality: Reception and Accommodation Operations: Higher Course 6

8 National Course Specification: course details (cont) COURSE Hospitality: Reception and Accommodation Operations (Higher) Implementing Customer Care (H) Candidates should be aware of the importance of customer care within the hospitality industry. The importance of meeting customer needs and expectations, and the provision of appropriate products and services should be stressed. Customer profiles Candidates should be aware of the variety of products and services offered by hospitality operations, and the diverse needs and expectations of users of these products and services. Candidates should be able to produce customer profiles for two given hospitality operations. Meeting customer needs and expectations Candidates should be able to identify the facilities and services offered by a wide variety of hospitality operations and explain how these facilities and services are delivered to the customers. The importance of customer feedback, and its application in the provision of improved customer services, should be explained. ASSESSMENT To gain the award of the course, the candidate must pass all the unit assessments as well as the external assessment. External assessment will provide the basis for grading attainment in the course award. When units are taken as component parts of a course, candidates will have the opportunity to achieve at levels beyond that required to attain each of the unit outcomes. This attainment may, where appropriate, be recorded and used to contribute towards course estimates, and to provide evidence for appeals. Additional details are provided, where appropriate, with the exemplar assessment materials. Further information on the key principles of assessment is provided in the paper, Assessment, published in May DETAILS OF THE INSTRUMENTS FOR EXTERNAL ASSESSMENT External assessment will be in two parts. Part 1 will take the form of an assignment based on the study of a hospitality operation. This will represent 60% of the external assessment and will be marked out of 60. Part 2 will take the form of a written examination of 2 hours duration. This will represent 40% of the external assessment and will be marked out of 60. The process of carrying out the assignment would be assessed internally against an agreed marking schedule and subject to the quality assurance procedures of the awarding body. The assignment report would be submitted for external assessment. The report would be prepared to a standard format and compiled from the candidate s notes and reference sources under controlled conditions. Hospitality: Reception and Accommodation Operations: Higher Course 7

9 National Course Specification: course details (cont) COURSE Hospitality: Reception and Accommodation Operations (Higher) GRADE DESCRIPTIONS The descriptions below are of expected performances at Grade C and at Grade A. They are intended to assist candidates, teachers, lecturers and users of the certificate and to help establish standards when question papers are being set. The grade of the award will be based on the total score obtained in the examination. Each unit of the course contains details of outcomes and the related performance criteria for each outcome. Course assessment will be external and will sample across the outcomes of the component units. The grade descriptions for course assessment will relate to performance criteria for internal assessment but will also place additional demands on candidates by testing their ability to: integrate knowledge and skills acquired across the component units; retain knowledge and skill levels over a longer period of time; apply knowledge and skills in more challenging ways. Grade C Candidates can: select and apply knowledge and understanding of facts, terminology, concepts and principles, to provide explanations and arguments communicate, using basic methods of presentation, accurate information or data implement a planned strategy using techniques and procedures for the use of resources make a critical appraisal of the process and solutions for a given practical assignment against defined requirements, providing basic, accurate explanations, drawing conclusions and making recommendation. Grade A Candidates can: select and apply knowledge and understanding of facts, terminology, concepts and principles, to provide detailed, accurate explanations and arguments communicate, through detailed presentation, accurate information or data implement a planned strategy using techniques and procedures which consistently show effective use of resources make a critical appraisal of the process and solutions of a given practical assignment against defined requirements, providing detailed and accurate explanations, conclusions and recommendations Hospitality: Reception and Accommodation Operations: Higher Course 8

10 National Course Specification: course details (cont) COURSE Hospitality: Reception and Accommodation Operations (Higher) APPROACHES TO LEARNING AND TEACHING The learning and teaching approach should allow outcomes to be achieved in a candidate-centred, participative and practical manner. Theoretical aspects should be covered before any practical activities. The practical exercises should be teacher/lecturer-led in that all equipment, techniques and processes should be explained, demonstrated and thoroughly understood before the commencement of the exercise. Practical work may be carried out individually or in groups. Activities undertaken should allow the candidate to integrate theoretical knowledge with practical exercises. Candidates will require to undertake activities in relation to advance reservations, guest arrival, inhouse and departure. The function and relevance of marketing to front office operations is explained. Theoretical aspects of the course may be delivered through discussions, question and answer sessions, pictorial and diagrammatical illustrations, audio visuals, textbooks, visits, or any other appropriate teaching material. Candidates will be required to undertake activities in relation to the maintenance of the built environment, compilation of cleaning schedules and the application of legislation. Candidates will be required to undertake activities in relation to customer profiles and the identification of products and services to meet customer needs and expectations. Practical activities may take the form of role-play, group work, oral investigations. Experience in industry would be advantageous. Where appropriate, arrangements should be made to ensure that there will be no artificial barriers to learning and assessment. The nature of a candidate s special needs should be taken into account when planning learning experiences and selecting assessment instruments. Alternative arrangements can be made as necessary. Hospitality: Reception and Accommodation Operations: Higher Course 9

11 National Course Specification: course details (cont) COURSE Hospitality: Reception and Accommodation Operations (Higher) SPECIAL NEEDS This course specification is intended to ensure that there are no artificial barriers to learning or assessment. Special needs of individual candidates should be taken into account when planning learning experiences, selecting assessment instruments or considering alternative outcomes for units. For information on these, please refer to the SQA document Guidance on Special Assessment and Certification Arrangements for Candidates with Special Needs/Candidates whose First Language is not English (SQA, 1998). SUBJECT GUIDES A Subject Guide to accompany the Arrangements documents has been produced by the Higher Still Development Unit (HSDU) in partnership with the Scottish Consultative Council on the Curriculum (SCCC) and Scottish Further Education Unit (SFEU). The Guide provides further advice and information about: support materials for each course learning and teaching approaches in addition to the information provided in the Arrangements document assessment ensuring appropriate access for candidates with special educational needs The Subject Guide is intended to support the information contained in the Arrangements document. The SQA Arrangements documents contain the standards against which candidates are assessed. Hospitality: Reception and Accommodation Operations: Higher Course 10

12 National Unit Specification: general information NUMBER D COURSE Hospitality Reception and Marketing (Higher) Hospitality: Reception and Accommodation Operations (Higher) This is a component unit of Higher Hospitality: Reception and Accommodation Operations. SUMMARY On successful completion of this unit, the candidate should understand the reception and marketing roles of a range of front offices and demonstrate knowledge and skills related to the effective operation, marketing and selling of front office functions. OUTCOMES 1 Explain the role of front office in a variety of hospitality organisations. 2 Operate the systems and procedures relating to advance reservations, guest arrival, in-house and departure in a variety of hospitality organisations. 3 Explain the role of marketing in front office operations. 4 Explain the role of sales in front office operations. Administrative Information Superclass: ND Publication date: November 1999 Source: Scottish Qualifications Authority Version: 03 Scottish Qualifications Authority 1999 This publication may be reproduced in whole or in part for educational purposes provided that no profit is derived from reproduction and that, if reproduced in part, the source is acknowledged. Additional copies of this unit specification can be purchased from the Scottish Qualifications Authority. The cost for each unit specification is 2.50 (minimum order 5). 11

13 National Unit Specification: general information (cont) Hospitality Reception and Marketing (Higher) RECOMMENDED ENTRY While entry is at the discretion of the centre, candidates would find it advantageous to have attained: a course or units in Reception and Accommodation Operations at Intermediate 2 a course or units in Hospitality at Intermediate 2 other appropriate Hospitality-related units or equivalent industrial experience CREDIT VALUE 1 credit at Higher CORE SKILLS There is no automatic certification of core skills or core skills components in this unit. Additional information about core skills is published in Automatic Certification of Core Skills in National Qualifications (SQA, 1999). Hospitality: Reception and Accommodation Operations: Unit Specification Hospitality Reception and Marketing (H) 12

14 National Unit Specification: statement of standards Hospitality Reception and Marketing (Higher) Acceptable performance in this unit will be the satisfactory achievement of the standards set out in this part of unit specification. All sections of the statement of standards are mandatory and cannot be altered without reference to the Scottish Qualifications Authority. OUTCOME 1 Explain the role of front office in a variety of hospitality organisations. Performance criteria (a) The role of front office is described accurately. (b) The functions of front office are described accurately. (c) The differing structures of front office departments are clearly explained. (d) The allocation of the duties of reception staff within a front office department is justified. Note on range for the outcome Performance criteria (a) to (d): provision of external and internal customer services. Evidence requirements Evidence should be provided of the candidate s ability to identify the role of front office and front office staff in at least two hospitality organisations. OUTCOME 2 Operate the systems and procedures relating to advance reservations, guest arrival, in-house and departure in a variety of hospitality organisations. Performance criteria (a) Advance reservations documentation is completed accurately. (b) The procedures for guest arrival are interpreted and applied accurately. (c) The procedures for guest departure are interpreted and applied accurately. (d) The procedures for in-house safety and security are interpreted and applied accurately. Note on range for the outcome Performance criteria (a) to (c): manual, simple computerised systems. Evidence requirements Evidence should be provided that the candidate can interpret and carry out procedures in relation to advance reservations, guest arrival, in-house safety and security, and departure, on two occasions. Hospitality: Reception and Accommodation Operations: Unit Specification Hospitality Reception and Marketing (H) 13

15 National Unit Specification: statement of standards (cont) Hospitality Reception and Marketing (Higher) OUTCOME 3 Explain the role of marketing in front office operations. Performance criteria (a) The function of marketing is defined accurately. (b) The relevance of marketing is clearly explained. (c) Market segments are correctly identified. (d) The marketing mix is clearly explained. (e) The contribution of marketing within front of house operations is evaluated. Evidence requirements Evidence should be provided that the candidate can explain and evaluate the role and relevance of marketing to front office operations, identify different market segments, and explain the marketing mix. OUTCOME 4 Explain the role of sales in front office operations. Performance criteria (a) The range of hospitality products sold by front office is identified. (b) External sources of bookings are identified. (c) The variety of pricing structures used to increase accommodation revenue is explained. (d) In-house selling opportunities are identified. (e) The contribution of sales within front of house operations is evaluated. Evidence requirements Evidence should be provided that the candidate can explain and evaluate the range of hospitality products and services sold by the front office, identify external sources of bookings and in-house selling opportunities, and explain the different pricing strategies used to increase accommodation revenue. Hospitality: Reception and Accommodation Operations: Unit Specification Hospitality Reception and Marketing (H) 14

16 National Unit Specification: support notes Hospitality Reception and Marketing (Higher) This part of the unit specification is offered as guidance. The support notes are not mandatory. While the time allocated to this unit is at the discretion of the centre, the notional design length is 40 hours. GUIDANCE ON CONTENT AND CONTEXT FOR THIS The role of front office Candidates should be aware of the role of reception in the operation of marketing of hospitality organisations, to enable them to service both customer and organisational needs. Candidates should be aware of the diversity of front office roles within a range of hospitality operations. Examples of various organisation structures and the duties of the staff contained within them should be illustrated and explained. Guest procedures Candidates should be aware of the systems and procedures relating to advance reservations, guest arrival, in-house and departure. It is essential that both manual and computerised systems should be applied. Practical activities in relation to advance reservations, guest arrival, in-house and departure procedures should be undertaken. Safety and security procedures The importance of the guests and establishment s security should be emphasised, and candidates should be made aware of the procedures used to maintain a safe and secure environment. Where appropriate, current legislation should be mentioned. Sales and marketing Candidates should be aware of the function and relevance of marketing in relation to the front office operation of a hospitality organisation. The importance of market segments and the elements of the marketing mix should be considered. Candidates should be aware of the range of hospitality products sold by front office, the external sources of reservation, and different tariff structures used in the pricing of accommodation. Candidates should be aware of the different methods used to encourage in-house sales. GUIDANCE ON LEARNING AND TEACHING APPROACHES FOR THIS The learning and teaching approaches for this unit should allow the candidate to achieve the outcomes in a candidate-centred, participative and practical manner. For further information refer to the course specification. Hospitality: Reception and Accommodation Operations: Unit Specification Hospitality Reception and Marketing (H) 15

17 National Unit Specification: support notes (cont) Hospitality Reception and Marketing (Higher) GUIDANCE ON APPROACHES TO ASSESSMENT FOR THIS Outcomes 1, 3 and 4 Where possible, an integrated approach should be used in assessment: oral or written responses to questions multiple-choice questions case studies investigative report oral presentation Investigative reports would be submitted in written format; oral presentations could be assessed directly using an observation checklist with associated marking schedule. Evidence of a sample of presentations might be retained using a video to assist in quality assurance procedures. Outcome 2 This outcome should be assessed as candidates operate systems and procedures. The assessment should allow the candidate to undertake tasks in relation to the advance letting of accommodation, check-in, in-house, security and departure. This may be based on practical activities undertaken as part of classroom work. Evidence of attainment will include records of reservations and observation checklists with associated marking schedules on which to record ability to carry out procedures. SPECIAL NEEDS This unit specification is intended to ensure that there are no artificial barriers to learning or assessment. Special needs of individual candidates should be taken into account when planning learning experiences, selecting assessment instruments or considering alternative outcomes for units. For information on these, please refer to the SQA document Guidance on Special Assessment and Certification Arrangements for Candidates with Special Needs/Candidates whose First Language is not English (SQA, 1998). Hospitality: Reception and Accommodation Operations: Unit Specification Hospitality Reception and Marketing (H) 16

18 National Unit Specification: general information NUMBER D04S 12 COURSE Accommodation and Facilities Operations (Higher) Hospitality: Reception and Accommodation Operations (Higher) This is a component unit of Higher Hospitality: Reception and Accommodation Operations. SUMMARY On successful completion of this unit, the candidate should understand the purpose and scope of accommodation and facilities servicing departments in various sectors of the hospitality industry, the reasons for maintaining a safe and clean environment, cleaning agents and equipment, the processes involved in the maintenance of the internal environment, and the factors involved in the compilation of cleaning schedules. OUTCOMES 1 Define the purpose and scope of accommodation and facilities servicing departments in a variety of hospitality organisations. 2 Analyse the cleaning process(es) to maintain the appropriate standard of cleanliness. 3 Identify the correct cleaning procedure and equipment appropriate for the preservation of various surfaces. 4 Devise an effective cleaning schedule for a given area. 5 Examine the operation of linen and laundry services. Administrative Information Superclass: ND Publication date: November 1999 Source: Scottish Qualifications Authority Version: 03 Scottish Qualifications Authority 1999 This publication may be reproduced in whole or in part for educational purposes provided that no profit is derived from reproduction and that, if reproduced in part, the source is acknowledged. Additional copies of this unit specification can be purchased from the Scottish Qualifications Authority. The cost for each unit specification is 2.50 (minimum order 5). 17

19 National Unit Specification: general information (cont) Accommodation and Facilities Operations (Higher) RECOMMENDED ENTRY While entry is at the discretion of the centre, candidates would find it advantageous to have attained: a course or units in Reception and Accommodation Operations at Intermediate 2 a course or units in Hospitality at Intermediate 2 other appropriate Hospitality-related units or equivalent industrial experience CREDIT VALUE 1 credit at Higher. CORE SKILLS This unit gives automatic certification of the following: Complete core skills for the unit None Core skills components for the unit Critical Thinking Int 2 Additional information about core skills is published in Automatic Certification of Core Skills in National Qualifications (SQA, 1999). Hospitality: Reception and Accommodation Operations: Unit Specification Accommodation and Facilities 18 Operations (H)

20 National Unit Specification: statement of standards Accommodation and Facilities Operations (Higher) Acceptable performance in this unit will be the satisfactory achievement of the standards set out in this part of unit specification. All sections of the statement of standards are mandatory and cannot be altered without reference to the Scottish Qualifications Authority. OUTCOME 1 Define the purpose and scope of accommodation and facilities servicing departments in a variety of hospitality organisations. Performance criteria (a) The role of accommodation and facilities servicing departments is evaluated. (b) The role of accommodation and facilities servicing department personnel is defined accurately. (c) The general principles and reasons for accommodation servicing are explained. Evidence requirements Evidence should be provided that the candidate can evaluate the reasons for accommodation servicing, including health and safety, provision of socially acceptable environment, preservation of fabric and furnishings. Evidence should be that the candidate can evaluate the role of accommodation and facilities servicing departments and the departmental staff in at least two hospitality organisations. OUTCOME 2 Analyse the cleaning process(es) to maintain the appropriate standard of cleanliness. Performance criteria (a) Soilage is categorised accurately and its transmission and deposit are explained. (b) Recognised standards of cleanliness are defined and applied to the usage of the area. (c) The description and classification of cleaning agents is appropriate to the usage of the area. (d) The identification of cleaning equipment is accurate and appropriate. Evidence requirements Evidence should be provided that the candidate can categorise soilage and its transmission. Categories should include: dust, dirt, water/fat-based dirt, stains and tarnish. Evidence should be provided that the candidate can describe and classify cleaning agents. Classification should include: water, detergents, abrasives, solvents, bleaches, acids, emulsifiers, seals and polishes. Evidence should be provided that the candidate can define and apply recognised standards of cleanliness. Recognised standards should include: BS5295, BSI Standards, Hygenically Clean and Prestige. Hospitality: Reception and Accommodation Operations: Unit Specification Accommodation and Facilities 19 Operations (H)

21 National Unit Specification: statement of standards (cont) Accommodation and Facilities Operations (Higher) OUTCOME 3 Identify the correct cleaning procedure and equipment appropriate for the preservation of various surfaces. Performance criteria (a) The range of surface finishes is identified and classified accurately. (b) The selection of the cleaning process is appropriate in terms of the nature of the soilage and surface to be cleaned. (c) Cleaning tasks are identified using the correct cleaning procedure and equipment. Evidence requirements Evidence should be provided that the candidate can select the correct cleaning process for the preservation of surfaces for at least two surfaces. Selection should be made from the following. Surface finishes: Classification of surface finishes: Cleaning procedures: stone, wood, carpet, sheet and tile group, glass, paint, wallpaper, ceramic, metal, laminated plastic and upholstery. hard, semi-hard, soft, porous, semi-porous, non-porous. sweeping, damp and wet mopping, scrubbing, buffing, spray cleaning, vacuuming and stain removal. OUTCOME 4 Devise an effective cleaning schedule for a given area. Performance criteria (a) The factors which affect the compilation of cleaning schedules are identified. (b) A simple cleaning schedule is devised for a given area incorporating cleaning frequencies and standards to be achieved. (c) The use of cleaning checklists and reports is justified. Evidence requirements Evidence should be provided of the candidate s ability to draw up and complete a simple cleaning schedule. Evidence should refer to some of the following: factors affecting cleaning schedules, standards required, type of operation, finance, health and safety, layout, age and condition. Evidence should be provided of the candidate s ability to justify the use of cleaning checklists and reports, including quality control and maintenance requirements. Hospitality: Reception and Accommodation Operations: Unit Specification Accommodation and Facilities 20 Operations (H)

22 National Unit Specification: statement of standards (cont) Accommodation and Facilities Operations (Higher) OUTCOME 5 Examine the operation of linen and laundry services. Performance criteria (a) The items referred to as linen are classified. (b) The role of linen room staff is explained. (c) The methods employed for linen storage and exchange are evaluated. (d) The range of linen and laundry services available is examined. Evidence requirements Evidence should be provided that the candidate can classify the range of linen products, under the headings of bed linen, table linen, towels and cloths. Evidence should be provided that the candidate can explain the role of linen room staff. Explanation may address: stock and inventory control, issue, checking, marking, despatch of clean and dirty linen, safety and security. Evidence should be provided that the candidate can examine and evaluate the procedures employed for the storage, exchange and laundering of linen. The following may be addressed: access, environmental conditions, storage conditions, fire, safety and security, clean for dirty, set amount, requisition, topping up, commercial laundry, linen hire, on premises laundry, dry cleaning. Hospitality: Reception and Accommodation Operations: Unit Specification Accommodation and Facilities 21 Operations (H)

23 National Unit Specification: support notes Accommodation and Facilities Operations (Higher) This part of the unit specification is offered as guidance. The support notes are not mandatory. While the time allocated to this unit is at the discretion of the centre, the notional design length is 40 hours. This unit is designed to develop candidates experience of the role of accommodation and facilities servicing departments and the processes with which they are involved. The unit aims to extend knowledge of the role of accommodation and facilities servicing departments, the cleaning processes required to maintain standards, and the factors involved in the compilation of simple cleaning schedules. GUIDANCE ON CONTENT AND CONTEXT FOR THIS Candidates should be aware of the role of accommodation and facilities departments in the servicing of accommodation and the responsibilities of accommodation servicing personnel. Candidates should be aware of the different cleaning processes involved in the removal of soilage, the cleaning agents and equipment employed in soilage removal, and the cleaning standards and frequencies employed to meet organisational standards and needs. The purpose and scope of the accommodation and facilities servicing department Candidates should be aware of the principles and reasons for maintaining a clean environment. The importance of clean and well-serviced accommodation in meeting user needs should be stressed. The role of the accommodation and facilities servicing department and personnel in the provision of accommodation servicing in a variety of hospitality units should be outlined. Cleaning processes and standards The various categories of soilage should be identified, with an explanation of their composition. Examples of where different types of soilage may be encountered should also be given. Candidates should be able to explain how soilage is transmitted and deposited. The different standards of cleanliness should be outlined and explained. Examples of where the different standards of cleanliness would be employed should be given. The importance of identifying correct standards in relation to safe working practices, legislative controls and user expectations should also be discussed. Candidates should be able to identify and classify the ranges of cleaning agents available for the maintenance of surfaces. As cleaning agents are potentially hazardous, care must be taken in their use. The handling and use of cleaning agents is governed by manufacturer s instructions and labelling, and by legislative controls. Candidates should handle cleaning agents as per manufacturer s instructions and also within the provisions of current legislation. Candidates should be able to identify and select the range of mechanical and manual cleaning equipment available in relation to the surface to be cleaned and soilage to be removed. Cleaning equipment should be handled and used in a safe manner. Hospitality: Reception and Accommodation Operations: Unit Specification Accommodation and Facilities 22 Operations (H)

24 National Unit Specification: support notes (cont) Accommodation and Facilities Operations (Higher) Candidates should be able to identify different types of surface finish and the correct cleaning procedures and equipment employed in their preservation. Practical activities in the correct and safe use of cleaning procedures and equipment on a variety of surfaces should be carried out. Cleaning schedules Cleaning schedules should include both cleaning frequencies and the standards to be achieved. This may by incorporated within practical work activity. The importance of using cleaning checklists and reports in the maintenance of standards for a given area should be outlined. Candidates should be able to explain their use and, where possible, complete checklists and reports for a given area. Linen and laundry services Candidates should be able to identify the range of linen items required within the hospitality industry. The role of linen room staff, procedures employed for the correct and secure storage of linen, and the range of laundering services available should all be covered. GUIDANCE ON LEARNING AND TEACHING APPROACHES FOR THIS The learning and teaching approaches for the unit should allow the candidate to achieve the outcomes in a candidate-centred, participative and practical manner. For further information refer to the course specification. GUIDANCE ON APPROACHES TO ASSESSMENT FOR THIS Examples of instruments of assessment which could be used to assess Outcomes 1, 2, 3, 4 and 5 are: case studies written reports extended responses to written questions assignment SPECIAL NEEDS This unit specification is intended to ensure that there are no artificial barriers to learning or assessment. Special needs of individual candidates should be taken into account when planning learning experiences, selecting assessment instruments or considering alternative outcomes for units. For information on these, please refer to the SQA document Guidance on Special Assessment and Certification Arrangements for Candidates with Special Needs/Candidates whose First Language is not English (SQA, 1998). Hospitality: Reception and Accommodation Operations: Unit Specification Accommodation and Facilities 23 Operations (H)

25 National Unit Specification: general information NUMBER D COURSE Implementing Customer Care (Higher) Hospitality: Reception and Accommodation Operations (Higher) This is a component unit of Higher Hospitality: Reception and Accommodation Operations. SUMMARY On successful completion of this unit, the candidate should demonstrate understanding of the importance of interpersonal skills, and demonstrate the application of these to customer enquiries, requests and complaints. OUTCOMES 1 Devise customer profiles for a variety of hospitality organisations. 2 Identify and review the facilities and services required to meet customer needs and expectations in a variety of hospitality organisations. 3 Apply interpersonal skills to establish and maintain positive interaction with the customer. RECOMMENDED ENTRY While entry is at the discretion of the centre, candidates would normally be expected to have attained: a course or units in Reception and Accommodation Operations at Intermediate 2 a course or units in Hospitality at Intermediate 2 other appropriate Hospitality-related units or equivalent industrial experience Administrative Information Superclass: BA Publication date: November 1999 Source: Scottish Qualifications Authority Version: 03 Scottish Qualifications Authority 1999 This publication may be reproduced in whole or in part for educational purposes provided that no profit is derived from reproduction and that, if reproduced in part, the source is acknowledged. Additional copies of this unit specification can be purchased from the Scottish Qualifications Authority. The cost for each unit specification is 2.50 (minimum order 5). 24

26 National Unit Specification: general information (cont) Implementing Customer Care (Higher) CREDIT VALUE 1 credit at Higher. CORE SKILLS This unit gives automatic certification of the following: Complete core skills for the unit None Core skills components for the unit Critical Thinking Int 2 Additional information about core skills is published in Automatic Certification of Core Skills in National Qualifications (SQA, 1999). Hospitality: Reception and Accommodation Operations: Unit Specification Implementing Customer Care (H) 25

27 National Unit Specification: statement of standards Implementing Customer Care (Higher) Acceptable performance in this unit will be the satisfactory achievement of the standards set out in this part of unit specification. All sections of the statement of standards are mandatory and cannot be altered without reference to the Scottish Qualifications Authority. OUTCOME 1 Devise customer profiles for a variety of hospitality organisations. Performance criteria (a) The users of the products and services in a variety of hospitality organisations are classified. (b) Customer needs and expectations in a variety of hospitality organisations are identified. (c) A customer profile checklist is compiled. Evidence requirements Evidence should be provided of the candidate s ability to classify the products and services of two hospitality organisations. Evidence should be provided of the candidate s ability to draw up customer profiles matching identified customer needs and expectations within two hospitality organisations, taking into account: types of customer, demographics and disposable outcome. OUTCOME 2 Identify and review the facilities and services required to meet customer needs and expectations in a variety of hospitality organisations. Performance criteria (a) The products and services offered by a variety of hospitality organisations are classified. (b) The ways in which identified products and services are delivered are explained. (c) The range of methods used to acquire customer feedback for the products and services offered is explained. (d) The role of customer feedback in the review of customer services and products is evaluated. Evidence requirements The candidate should be able to identify and classify products and services offered by two hospitality organisations, and explain how these products and services are delivered to meet customer needs and expectations. Evidence should be provided of the candidate s ability to explain the methods used to acquire customer feedback and how this is used in the improvement of customer facilities and services. Methods considered should include: questionnaires, compliment and complaint letters, direct questioning and mystery visitor. Hospitality: Reception and Accommodation Operations: Unit Specification Implementing Customer Care (H) 26

28 National Unit Specification: statement of standards (cont) Implementing Customer Care (Higher) OUTCOME 3 Apply interpersonal skills to establish and maintain positive interaction with the customer. Performance criteria (a) The interpersonal skills required are identified. (b) The importance of interpersonal skills and effective communication is explained. (c) Appropriate interpersonal skills in dealing promptly and effectively with customer enquiries and requests are demonstrated. (d) Appropriate interpersonal skills in dealing promptly and effectively with customer complaints are demonstrated. Evidence requirements Evidence should be provided of the candidate s ability to identify and explain the importance of effective interpersonal and communication skills, including: body language, listening skills, communication and appearance. Evidence should be provided of the candidate s ability to demonstrate interpersonal skills in dealing with customer enquiries and complaints on 2 occasions. Hospitality: Reception and Accommodation Operations: Unit Specification Implementing Customer Care (H) 27

29 National Unit Specification: support notes Implementing Customer Care (Higher) This part of the unit specification is offered as guidance. The support notes are not mandatory. While the time allocated to this unit is at the discretion of the centre, the notional design length is 40 hours. GUIDANCE ON CONTENT AND CONTEXT FOR THIS Candidates should be aware of the importance of customer care within the hospitality industry. The importance of meeting customer needs and expectations and the provision of appropriate products and services should be stressed. Customer profiles Candidates should be aware of the variety of products and services offered by hospitality operation, and the diverse needs and expectations of users of these products and services. Candidates should be able to produce customer profiles for two given hospitality operation. Meeting customer needs and expectations Candidates should be able to identify the facilities and services offered by a wide variety of hospitality operations and explain how these facilities and services are delivered to the customers. Candidates should be able to: identify and explain the importance of interpersonal skills and effective communication demonstrate appropriate interpersonal skills in dealing with customer enquiries and complaints The importance of customer feedback, and its application in the provision of improved customer services, should be explained. GUIDANCE ON LEARNING AND TEACHING APPROACHES FOR THIS The learning and teaching approaches for the unit should allow the candidate to achieve the outcomes in a candidate centred, participative manner. For further information refer to the course specification. GUIDANCE ON APPROACHES TO ASSESSMENT FOR THIS Outcomes 1 and 2 It is recommended that an integrated approach be used to assess Outcomes 1 and 2. Examples of instruments of assessment include: case studies investigative report oral or short written responses to questions candidate presentation of a report on implementing customer care in a given establishment Hospitality: Reception and Accommodation Operations: Unit Specification Implementing Customer Care (H) 28