The Further Education and Training Awards Council (FETAC) was set up as a statutory body on 11 June 2001 by the Minister for Education and Science. Under the Qualifications (Education & Training) Act, 1999, FETAC now has responsibility for making awards previously made by NCVA. Module Descriptor Front Office Skills Level 6 L32625 www.fetac.ie 1
Level 6 Module Descriptor Summary of Contents Introduction Module Title Module Code Level Credit Value Purpose Preferred Entry Level Special Requirements General Aims Units Specific Learning Outcomes Portfolio of Assessment Grading Individual Candidate Marking Sheets Module Results Summary Sheet Appendices Glossary of Assessment Techniques Assessment Principles Describes how the module functions as part of the national vocational certificate framework. Indicates the module content. This title appears on the learner s certificate. It can be used to download the module from the website www.fetac.ie. An individual code is assigned to each module; a letter at the beginning denotes a vocational or general studies area under which the module is grouped and the first digit denotes its level within the national vocational certificate framework. Indicates where the module is placed in the national vocational certificate framework, from Level 3 to Level 6. Denotes the amount of credit that a learner accumulates on achievement of the module. Describes in summary what the learner will achieve on successfully completing the module and in what learning and vocational contexts the module has been developed. Where relevant, it lists what certification will be awarded by other certification agencies. Recommends the level of previous achievement or experience of the learner. Usually none but in some cases detail is provided here of specific learner or course provider requirements. There may also be reference to the minimum safety or skill requirements that learners must achieve prior to assessment. Describe in 3-5 statements the broad skills and knowledge learners will have achieved on successful completion of the module. Structure the learning outcomes; there may be no units. Describe in specific terms the knowledge and skills that learners will have achieved on successful completion of the module. Provides details on how the learning outcomes are to be assessed. Provides details of the grading system used. List the assessment criteria for each assessment technique and the marking system. Records the marks for each candidate in each assessment technique and in total. It is an important record for centres of their candidate s achievements. Can include approval forms for national governing bodies. Explains the types of assessment techniques used to assess standards. Describes the assessment principles that underpin FETAC approach to assessment. 2
Introduction A module is a statement of the standards to be achieved to gain a FETAC award. Candidates are assessed to establish whether they have achieved the required standards. Credit is awarded for each module successfully completed. The standards in a module are expressed principally in terms of specific learning outcomes, i.e. what the learner will be able to do on successful completion of the module. The other elements of the module - the purpose, general aims, assessment details and assessment criteria - combine with the learning outcomes to state the standards in a holistic way. While FETAC is responsible for setting the standards for certification in partnership with course providers and industry, it is the course providers who are responsible for the design of the learning programmes. The duration, content and delivery of learning programmes should be appropriate to the learners needs and interests, and should enable the learners to reach the standard as described in the modules. Modules may be delivered alone or integrated with other modules. The development of learners core skills is a key objective of vocational education and training. The opportunity to develop these skills may arise through a single module or a range of modules. The core skills include: taking initiative taking responsibility for one s own learning and progress problem solving applying theoretical knowledge in practical contexts being numerate and literate having information and communication technology skills sourcing and organising information effectively listening effectively communicating orally and in writing working effectively in group situations understanding health and safety issues reflecting on and evaluating quality of own learning and achievement. Course providers are encouraged to design programmes which enable learners to develop core skills. 3
1 Module Title Front Office Skills 2 Module Code L32625 3 Level 6 4 Credit Value 1 credit 5 Purpose This module is a statement of the standards to be achieved to gain a credit in Front Office Skills. 6 Preferred Entry Level 7 Special Requirements The module is designed to enable the learner to operate effectively in the front office department of the hotel industry. Level 5 Certificate, Leaving Certificate or equivalent qualifications and/or relevant life and work experiences. None. 8 General Aims Learners who successfully complete this module will: 8.1 understand the role of and duties required by front office personnel in the hotel industry 8.2 understand and implement the procedures involved in the operation of an efficient front and back office area 8.3 acquire an understanding of bookkeeping concepts and terminology 8.4 develop the technical competence in office technology to use the various software packages relevant to the hotel industry 9 Units The specific learning outcomes are grouped into 3 units Unit 1 Unit 2 Unit 3 Book-keeping Technology and Front Office Systems General Office Skills 4
10 Specific Learning Outcomes Unit 1 Bookkeeping Learners should be able to: 10.1.1 create sales invoices, credit notes to record sales, returns/refunds including calculations for VAT 10.1.2 record information in Journals/Day Books to reflect sales, purchases, refunds/returns, VAT, receipts and payments 10.1.3 operate a petty cash system and record petty cash imprest and expenses in a petty cash book with analysis columns 10.1.4 understand the basic principles of the double-entry system of accounting to maintain Debtors, Creditors and General Ledger accounts 10.1.5 present guest accounts showing opening balances, charges, refunds, deposits, payments received and discounts allowed 10.1.6 accept payments and apply safeguards to receiving cash, cheques, credit cards, debit cards, travellers cheques, foreign currency and vouchers 10.1.7 use a calculator 10.1.8 perform end-of-day closing sales, batching off and reporting 10.1.9 reconcile daily receipts/lodgements 10.1.10 operate credit/debit card machines to extract payments, perform mail order transactions, perform a void and refund transaction and request authorisation codes 10.1.11 prepare end of day lodgements 10.1.12 calculate gross pay, tax due, PRSI and other deductions on a weekly and monthly basis operating a manual and/or computerised system 5
Unit 2 Technology and Front Office Systems Learners should be able to: 10.2.1 evaluate current software applications as they apply to the hotel, catering and tourism industry 10.2.2 demonstrate proficiency in the use of the main computer applications to include: Microsoft Word, Access and Excel 10.2.3 demonstrate proficiency in one front office computer system, eg. Fidelio 10.2.4 critically evaluate the various types of data transmission services currently available with particular relevance to the hotel industry 10.2.5 demonstrate the use of the various types of data networking communication systems, eg. Fax machine, e-mail, electronic data interchange and paging systems 10.2.6 access information stored in external databases 10.2.7 source specific information from the internet 10.2.8 demonstrate the procedure for the preparation and settlement of restaurant bills and the controls involved 10.2.9 demonstrate comprehensive range of specialised skills and tools Unit 3 General Office Skills Learners should be able to: 10.3.1 demonstrate proficiency in the use of Microsoft Office Suite to include the fundamentals of Microsoft Word, Excel, Powerpoint and Access 10.3.2 develop professional keyboarding skills and input data at a rate of 30 words per minute 10.3.3 apply the professional techniques necessary for effective written communications 10.3.4 produce and edit mailable business documents, letters, articles and reports 10.3.5 show proficiency in the creation, maintenance and disposition of records including alphabetic, geographic, subject, numeric and chronological indexing, retrieving and storage utilizing manual and computer methods 6
11 Portfolio of Assessment Please refer to the glossary of assessment techniques and the note on assessment principles at the end of this module descriptor. All assessment is carried out in accordance with FETAC regulations. Assessment is devised by the internal assessor, with external moderation by FETAC. Summary Assignment 30% Project 35% Collection of Work 35% 11.1 Assignment The internal assessor will devise a brief that requires the candidate to produce evidence that demonstrates an understanding and application of a range of specific learning outcomes. The brief for this assignment will require candidates to complete a minimum of 5 of the following tasks: Create invoice and credit note, including VAT Record Sales, purchases, returns, VAT receipts and payments in Day Books Record petty cash imprest and expenses in petty cash book Prepare a guest s statement of account Process a range of receipts and apply safeguards Perform end-of-day closing sales, batching off and reporting Reconcile end-of-day receipts Prepare a lodgement Operate a manual or computerised system to record gross pay, tax due, PRSI and other deductions and net pay due 11.2 Project The brief for the project will require candidates to demonstrate their ability to: analyse, evaluate, draw conclusions and make recommendations on issues relating to telecommunications and information technology software with specific relevance to Front Office systems. 7
11.3 Collection of Work The internal assessor will devise guidelines for candidates on gathering a collection of work that demonstrates evidence of a range of specific learning outcomes. The collection, of a minimum of 8 documents, will include: Letters Mail Merged Memorandum to include Table Report Menu & Wine List Notice Agenda and Minutes Powerpoint Presentation Database Spreadsheet 300 words 10 minute timed piece 12 Grading Pass 50-64% Merit 65-79% Distinction 80-100% 8
Individual Candidate Marking Sheet 1 Front Office Skills L32625 Assignment 30% Candidate Name: PPSN: Centre: Centre No.: Assessment Criteria Maximum Mark Candidate Mark Assignment Understanding of process clearly demonstrated in each of 5 tasks 10 Each task planned and executed effectively and efficiently 10 Equipment/resources applied appropriately 10 TOTAL MARKS This mark should be transferred to the Module Results Summary Sheet 30 Internal Assessor s Signature: Date: External Authenticator s Signature: Date: 9
Individual Candidate Marking Sheet 2 Front Office Skills L32625 Project 35% Candidate Name: PPSN: Centre: Centre No.: Assessment Criteria Comprehensive research undertaken In depth evaluation of findings Report appropriately compiled Maximum Mark 15 15 5 Candidate Mark TOTAL MARKS This mark should be transferred to the Module Results Summary Sheet 35 Internal Assessor s Signature: Date: External Authenticator s Signature: Date: 10
Individual Candidate Marking Sheet [no.] Front Office Skills L32625 Collection of Work 35% Candidate Name: PPSN: Centre: Centre No.: Assessment Criteria Maximum Mark Candidate Mark A minimum of 8 documents (2% per document) Appropriate style applied Appropriate layout applied Mailable documents produced 16 3 3 3 Speed: Minimum of 30 words per minute Procedure for calculating Speed Calculate the number of keystrokes typed Divide the keystrokes by 5 to obtain the words typed Divide the words typed by 10 to obtain the speed in wpm If the speed is greater than or equal to 30 wpm continue to mark for accuracy Accuracy: Minimum 97% Procedure for calculating Accuracy 97% accuracy equals 10 errors per 300 words Calculate the number of errors If the number of errors is less than or equal to the number of errors allowed then, award 10% for Speed Total Mark (10% or 0): 10 TOTAL MARKS This mark should be transferred to the Module Results Summary Sheet 35 Internal Assessor s Signature: Date: External Authenticator s Signature: Date: 11
FETAC Module Results Summary Sheet Module Title: Front Office Skills Module Code: L32623 Assessment Marking Sheets Candidate Surname Mark Sheet 1 Mark Sheet 2 Mark Sheet 3 Maximum Marks per Marking Sheet 30 35 35 Candidate Forename Total 100% Grade* Signed: Internal Assessor: Date: This sheet is for internal assessors to record the overall marks of individual candidates. It should be retained in the centre. The marks awarded should be transferred to the official FETAC Module Results Sheet issued to centres before the visit of the external Authenticator. Grade* D: 80-100% M: 65-79% P: 50-64% U: 0-49% W: candidates entered who did not present for assessment 12