Provide information about in-house services...Provide information about in-house services Work Projects Written Questions Oral Questions Element 4: Update information about in-house

Provide information about in-house services

D1.HFO.CL2.11

Trainee Manual


D1.HFO.CL2.11

Trainee Manual

Project Base

William Angliss Institute of TAFE 555 La Trobe Street Melbourne 3000 Victoria Telephone: (03) 9606 2111 Facsimile: (03) 9670 1330

Acknowledgements

Project Director: Wayne Crosbie Chief Writer: Alan Hickman Subject Writers: Evelyn Collins, Linda Wilson Project Manager/Editor: Alan Maguire DTP/Production: Daniel Chee, Mai Vu, Jirayu Thangcharoensamut,

Kaly Quach

The Association of Southeast Asian Nations (ASEAN) was established on 8 August 1967. The Member States of the Association are Brunei Darussalam, Cambodia, Indonesia, Lao PDR, Malaysia, Myanmar, Philippines, Singapore, Thailand and Viet Nam.

The ASEAN Secretariat is based in Jakarta, Indonesia.

General Information on ASEAN appears online at the ASEAN Website: www.asean.org.

All text is produced by William Angliss Institute of TAFE for the ASEAN Project on “Toolbox Development for Front Office, Food and Beverage Services and Food Production Divisions”.

This publication is supported by the Australian Government’s aid program through the ASEAN-Australia Development Cooperation Program Phase II (AADCP II).

Copyright: Association of Southeast Asian Nations (ASEAN) 2013.

All rights reserved.

Disclaimer

Every effort has been made to ensure that this publication is free from errors or omissions. However, you should conduct your own enquiries and seek professional advice before relying on any fact, statement or matter contained in this book. The ASEAN Secretariat and William Angliss Institute of TAFE are not responsible for any injury, loss or damage as a result of material included or omitted from this course. Information in this module is current at the time of publication. Time of publication is indicated in the date stamp at the bottom of each page.

Some images appearing in this resource have been purchased from stock photography suppliers Shutterstock and iStockphoto and other third party copyright owners and as such are non-transferable and non-exclusive. Clip arts, font images and illustrations used are from the Microsoft Office Clip Art and Media Library. Some images have been provided by and are the property of William Angliss Institute.

Additional images have been sourced from Flickr and SXC and are used under Creative Commons licence: http://creativecommons.org/licenses/by/2.0/deed.en

File name: TM_Provide_info_about_in-house_services_refined.docx

© ASEAN 2013 Trainee Manual


Table of contents

Introduction to trainee manual ........................................................................................... 1

Unit descriptor................................................................................................................... 3

Assessment matrix ........................................................................................................... 5

Glossary ........................................................................................................................... 7

Element 1: Obtain information about in-house services .................................................... 9

Element 2: Share generic information about in-house services ....................................... 15

Element 3: Respond to specific requests for information about in-house services .......... 21

Element 4: Update information about in-house services ................................................. 29

Presentation of written work ............................................................................................ 35

Recommended reading ................................................................................................... 37

Trainee evaluation sheet ................................................................................................. 39

Trainee self-assessment checklist .................................................................................. 41

© ASEAN 2013 Trainee Manual Provide information about in-house services

Introduction to trainee manual


Provide information about in-house services 1


To the Trainee

Congratulations on joining this course. This Trainee Manual is one part of a ‘toolbox’ which is a resource provided to trainees, trainers and assessors to help you become competent in various areas of your work.

The ‘toolbox’ consists of three elements:

• A Trainee Manual for you to read and study at home or in class

• A Trainer Guide with Power Point slides to help your Trainer explain the content of the training material and provide class activities to help with practice

• An Assessment Manual which provides your Assessor with oral and written questions and other assessment tasks to establish whether or not you have achieved competency.

The first thing you may notice is that this training program and the information you find in the Trainee Manual seems different to the textbooks you have used previously. This is because the method of instruction and examination is different. The method used is called Competency based training (CBT) and Competency based assessment (CBA). CBT and CBA is the training and assessment system chosen by ASEAN (Association of South-East Asian Nations) to train people to work in the tourism and hospitality industry throughout all the ASEAN member states.

What is the CBT and CBA system and why has it been adopted by ASEAN?

CBT is a way of training that concentrates on what a worker can do or is required to do at work. The aim is of the training is to enable trainees to perform tasks and duties at a standard expected by employers. CBT seeks to develop the skills, knowledge and attitudes (or recognise the ones the trainee already possesses) to achieve the required competency standard. ASEAN has adopted the CBT/CBA training system as it is able to produce the type of worker that industry is looking for and this therefore increases trainees chances of obtaining employment.

CBA involves collecting evidence and making a judgement of the extent to which a worker can perform his/her duties at the required competency standard. Where a trainee can already demonstrate a degree of competency, either due to prior training or work experience, a process of ‘Recognition of Prior Learning’ (RPL) is available to trainees to recognise this. Please speak to your trainer about RPL if you think this applies to you.

What is a competency standard?

Competency standards are descriptions of the skills and knowledge required to perform a task or activity at the level of a required standard.

242 competency standards for the tourism and hospitality industries throughout the ASEAN region have been developed to cover all the knowledge, skills and attitudes required to work in the following occupational areas:

• Housekeeping

• Food Production

• Food and Beverage Service


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• Front Office

• Travel Agencies

• Tour Operations.

All of these competency standards are available for you to look at. In fact you will find a summary of each one at the beginning of each Trainee Manual under the heading ‘Unit Descriptor’. The unit descriptor describes the content of the unit you will be studying in the Trainee Manual and provides a table of contents which are divided up into ‘Elements’ and ‘Performance Criteria”. An element is a description of one aspect of what has to be achieved in the workplace. The ‘Performance Criteria’ below each element details the level of performance that needs to be demonstrated to be declared competent.

There are other components of the competency standard:

• Unit Title: statement about what is to be done in the workplace

• Unit Number: unique number identifying the particular competency

• Nominal hours: number of classroom or practical hours usually needed to complete the competency. We call them ‘nominal’ hours because they can vary e.g. sometimes it will take an individual less time to complete a unit of competency because he/she has prior knowledge or work experience in that area.

The final heading you will see before you start reading the Trainee Manual is the ‘Assessment Matrix’. Competency based assessment requires trainees to be assessed in at least 2 – 3 different ways, one of which must be practical. This section outlines three ways assessment can be carried out and includes work projects, written questions and oral questions. The matrix is designed to show you which performance criteria will be assessed and how they will be assessed. Your trainer and/or assessor may also use other assessment methods including ‘Observation Checklist’ and ‘Third Party Statement’. An observation checklist is a way of recording how you perform at work and a third party statement is a statement by a supervisor or employer about the degree of competence they believe you have achieved. This can be based on observing your workplace performance, inspecting your work or gaining feedback from fellow workers.

Your trainer and/or assessor may use other methods to assess you such as:

• Journals

• Oral presentations

• Role plays

• Log books

• Group projects

• Practical demonstrations.

Remember your trainer is there to help you succeed and become competent. Please feel

free to ask him or her for more explanation of what you have just read and of what is

expected from you and best wishes for your future studies and future career in tourism

and hospitality.

Unit descriptor



Unit descriptor


This unit deals with the skills and knowledge required to Provide information about in-house services in a range of settings within the hotel and travel industries workplace context.

Unit Code:

D1.HFO.CL2.11

Nominal Hours:

20 hours

Element 1: Obtain information about in-house services

Performance Criteria

1.1 Identify sources of information regarding in-house services

1.2 Identify information about in-house services

1.3 Prepare a database of information in relation to in-house services

Element 2: Share generic information about in-house services


2.1 Provide verbal information to guests and others

2.2 Provide printed information to guests

2.3 Provide electronic information to guests

Element 3: Respond to specific requests for information about in-house services


3.1 Assess the request for information

3.2 Prepare a response to the specific request

3.3 Provide the required information

3.4 Provide hard copy details of the response

Element 4: Update information about in-house services


4.1 Identify and use opportunities to update in-house information

4.2 Revise printed information to guests

Unit descriptor

4


4.3 Update the in-house information database

4.4 Share updated knowledge with colleagues

Assessment matrix



Assessment matrix

Showing mapping of Performance Criteria against Work Projects, Written Questions and Oral Questions

The Assessment Matrix indicates three of the most common assessment activities your Assessor may use to assess your understanding of the content of this manual and your performance – Work Projects, Written Questions and Oral Questions. It also indicates where you can find the subject content related to these assessment activities in the Trainee Manual (i.e. under which element or performance criteria). As explained in the Introduction, however, the assessors are free to choose which assessment activities are most suitable to best capture evidence of competency as they deem appropriate for individual students.

Work Projects

Written Questions

Oral Questions



1.1 31 1

1.2 Identify information about in-house services 1.2 3 2


1.3 4, 3



2.1 1, 7, 8, 22 4

2.2 Provide printed information to guests 2.2 2, 9, 10, 12 5

2.3 Provide electronic information to guests 2.3

2, 6, 12, 13, 14

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3.1 Assess the request for information 3.1 15, 16, 17 7

3.2 Prepare a response to the specific request 3.2 19, 20 8

3.3 Provide the required information 3.3 & 3.4 18, 21, 23 9

3.4 Provide hard copy details of the response 3.3 & 3.4 24, 25 10

Assessment matrix

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Work Projects

Written Questions

Oral Questions



4.,1 26, 27 11


4,2,4.3 & 4.4

28 12


4,2,4.3 & 4.4

29 13


4,2,4.3 & 4.4

30 14

Glossary



Glossary

Term Explanation

Advertising Any space or airtime in the mass media for the promotion of a product.

Attractions Sights and activities at a destination that will attract tourists.

Channel Means by which we communicate. May be oral, written or non-verbal.

Code of practice A practical and flexible guide for meeting standards in the workplace.

Concierge A European term describing the person in charge of the Bell or Porter staff who deals with guests’ needs and special requests.

Porter The staff who welcome guests, manage guest luggage and provide general information for guests and handle special requests.

In-house services These are all the services offered by the Hotel or Resort within their business such as restaurants, bars, leisure and entertainment. Also include the services provided in a guest room, internet, TV, movies etc.

Guest services The section of the venue which handles tour bookings, problem solving and information for guests.

Chauffeur The member of the uniformed staff who drives the venue’s cars or buses. A person hired with a car or limousine to drive a guest.

VIP Very Important Persons. Guests who are regulars, high ranking Government or industry officials, foreign dignitaries or titled guests, famous celebrities or royalty.

Department Section within a hotel indicating the range of services or activities undertaken, for example the Food & Beverage department.

Package A hotel room with additional services and features at one cost.

Amenities Extra items placed in the guest room for the guests’ use e.g. stationery, shoe shine kit, sewing kit, shampoo and conditioner.

Intranet A computer network that uses Internet Protocol technology to share information, operational systems, or computing services within an organization.

Glossary

8


Term Explanation

Internet The Internet is a global system of interconnected computer networks that use the standard Internet protocol suite (often called TCP/IP, although not all applications use TCP) to serve billions of users worldwide.

Electronic information Communication that is delivered or accessed electronically, either by computer, telephone, television or other devices.

Text messaging, Also called texting. The exchange of brief written text messages between two or more mobile phones or fixed or portable devices over a phone network.

Short Message Service (SMS) A text messaging service; component of phone, web, or mobile communication systems.

Guest supplies Essential items placed in the room such as soap, towels, tea and coffee.

The Global Positioning System

(GPS)

A space-based satellite navigation system that provides location and time information in all weather, where there is an unobstructed line of sight to four or more GPS satellites.

Product Knowledge Knowledge of all the products and services offered by a venue.






Introduction

Guests can require a range of information about the venue and the staff in all areas need to be able to supply a variety of information. This may include information about the Hotel or Resort and its services and in-house businesses, information about local attractions and destinations and information about regional destinations and attractions. Hotels and Resorts also seek feedback about services and information given.

Sources of information

Guest information can be electronic or hard copy. In-house information is supplied in the room in a guest compendium, on an in-house intranet system or an in-house website.

Hotels and resorts will offer guest services desk which will have brochures and promotional material from tourist sites and information about local services such as transport.

Information will be provided by Government tourist authorities and visitor information. This will include specific information for special needs customers such as wheelchair access or language transactions.

Staff of all levels, peers, senior and experienced colleagues, supervisors, managers and owners will gather information from first-hand experience. A resort that offers spa treatments may offer staff special vouchers or tours of the facility.

In house services will include menus. Room service menus are provided in rooms. Guests may like to preview menus from other food and beverage areas. Guest services may also provide a range of function or banquet menus for special occasions. Other departments will supply information about the services they supply.


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Introduction

The procedure of welcoming a guest, whether it is by a Porter, the Front Office Staff or a Butler involves making the person feel at home by letting them know how things work in the property, particularly if the guest is a new guest. Guests need to be secure in the knowledge that they will receive mail, be woken up at the time requested, have their questions answered and receive their messages. A guest needs to know where or when they can exercise, swim or dine and what the policies and procedures are.

In-house services

All staff that interact with guests will be required to answer questions or provide information. Product knowledge of the establishment will be an essential part of staff training. Sometimes staff may have to refer the guest enquiry to a specific department or the Concierge or Front desk staff. All staff may be required to provide information about the local area, any attractions or events, the property and the property’s facilities and procedures.

In-house services will include information about Housekeeping services such as pillow menus and the range of bed clothes or amenities available. Housekeeping will also provide information about any procedures such as trash or rubbish recycling and sustainability initiatives such as water saving or power saving (towel replacement is frequently a guest choice), the availability of laundry services and dry cleaning for guests’ clothes, any mending or pressing services. Some establishments offer full Butler services, including shoe cleaning and other personal services such as personal trainers or chauffeurs. Information will need to be provided about in-room dinning and room service options.

Menus and hours of operation for Room service

Guests need to know about in-house phone numbers, where to find the ‘do not disturb; signs and if there are any instructions to operate TVs or access the internet. Guests may also need information about the time and operational hours of restaurants and bars, including any dress code such as 'no swimwear in the restaurant'. Other services may be available from businesses associated with the Hotel or resort such as florists, tour operators or tailors, information regarding payment options and timeframes for delivery. For guests who require transport there will be a range of options and for self-drive some legal requirements such as a valid driver’s licence.





Introduction

Information can be stored as hard copy (printed) or as an electronic data base. In-house information, including all the services and features of the hotel, may be incorporated in a Hotel Intranet which guests can access via their in-room TV or on their laptops or tablet PCs or even on their telephones.

Database of information

Paper-based systems will include printed material both in the guest room or available at a guest services desk. Hotels and Resorts maintain a guests services desk which keeps a directory of all in-house information, including emergency procedures information, and usually includes information about a range of professionals associated or contracted to the Hotel or Resort for guest care e.g. Doctors, Dentists, physiotherapists or tattooists. Information will also include the contacts for Embassies or Consulates in case a guest needs the services of their own or another country’s diplomatic service. Usually maintained alphabetically, the directory gives the staff the information needed quickly and efficiently. It isn’t always convenient to ask a colleague the answer to a question or rely on memory.

The directory contains information relating to places, dress codes, costs, directions and service providers and a list of contacts and telephone numbers for those services difficult to contact or items difficult to obtain. The data may also be cross-referenced with locations or transport routes or linked to cultural or religious beliefs. The hotel or resort will also have information about access for elderly or disabled guests and any services available for guests with small children or babies.

Electronic databases are increasingly used. Some are linked to internet search engines and may also include interest specific information about emergency procedures or tourist information. Innovation in the touch screen phone now means a guest can access information, maps and directions electronically. Hotels may have special ‘apps’ to supply information such as how to access a hotel rooms lighting, temperature and TV operations.


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Work Projects

It is a requirement of this Unit that you complete Work Projects as advised by your Trainer. You must submit documentation, suitable evidence or other relevant proof of completion of the project to your Trainer by the agreed date.

1.1 Research 3 hotel websites and locate information on guest services.

1.2 Using the information in 1.1 explain what information would be important to the following guests:

• A corporate guest who is attending a conference

• A disabled guest who uses a wheelchair

• A family travelling with an 8month old baby.

1.3 Create a database template to record the typical services of a hotel and cross-reference items. Create a list of local professionals a guest may need, for example Doctors, Dentist or Opticians.




Summary

Obtain information about in-house services

• Guests can require a range of information about the venue and staff in all areas need to be able to supply a variety of information, including information about the Hotel or Resort and its services and in house businesses, information about local attractions and destinations and information about regional destinations and attractions. Hotels and Resorts also seek feedback about services and information given

• Part of welcoming a guest, whether it is by a Porter or Front Office Staff or a Butler, involves making the person feel at home by letting them know how things work in the property, particularly if the guest has not stayed with you before. Guests need to be secure in the knowledge that they will receive mail, be woken up at the time requested, have their questions answered and receive their messages. A guest needs to know where or when they can exercise, swim or dine and what the procedures are

• Information can be stored as hard copy or as an electronic database. Paper-based systems will include printed material both in the guest room or available at a guest services desk. Hotels and Resorts maintain a guests services desk which maintains a directory of all in house information. In-house information, including all the services and features of the hotel, may be incorporated in a Hotel Intranet which guests can access via their in-room TV, on their laptops or tablet PCs and even on their Phones.


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Introduction

Staff interaction with guests is commonly verbal; either face to face or over the telephone. The main duties of the Concierge, Porters and Front Office staff include informing guests of in-house services on arrival. Porters or Butlers may provide information to guests when accompanying or escorting them to rooms. This may include explaining where meeting rooms are or the location of the Pool or fitness area. This may create conversation, if appropriate, with the guest and create a more pleasant elevator ride and walk to the room.

Verbal information

Housekeeping or room services staff provide information about their services and answer guests’ questions about local attractions and Hotel operations when asked.

When staff take reservations and answer enquiries from guests they play an important role in providing information about a Hotel or Resort. Knowledge of room features, such as bed sizes and bathroom configurations and room aspects, is important product information for taking reservations. Staff will also provide verbal information to prospective guests and other clients, including function organisers, tour operators and hosts about other services such as restaurants, leisure and sporting activities, business services, security services and housekeeping services.

Hotels and resorts use the familiarisation tour to exhibit the features and services of the establishment. Tourist industry operators, travel agents and tour operators would be invited to spend a night or tour the establishment having the Hotel or Resorts features described and explained. This is designed to encourage these operators to promote and market the establishments. Familiarisation tours may also include media personnel who produce infomercials or segments for established TV programs such as breakfast television and destination documentaries.


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Introduction

Hotel rooms will have information about a range of in-house services provided in the in-room compendia which are usually printed and updated with brochures and other information.

Printed information

Housekeeping staff will check that this information is complete and in place when they clean and check a guest room. The Guest Services desk and the Front Office staff will also have standard information sheets or brochures available, especially for those in-house businesses such as Florists, Spa treatment and wellness centres, hairdressers, dive and swim instructors, Jewellers and other ancillary services operating on the property.

Other information provided may include; price lists, menus, booking or sign-up sheets for in-house events or activities, brochures and other promotional material, including posters, tent cards, flyers and material about upcoming events and attractions, including specials and packages.

Printed information will include instruction on how to operate in-house facilities and equipment such as the alarm clock, air conditioner, heater and fitness equipment. If the Hotel or resort has an automated mini bar which direct charges there will be instructions explaining how to activate the mini bar and what restrictions there are. Printed information will instruct the guest how to complete room service orders, laundry slips and mini bar slips (if the mini bar is the honour system requiring the guest to record their usage amounts).

Government agencies may provide printed material to guests that could include security alerts, weather alerts or safety warnings. In some areas evacuation or safety procedures may need to be issued e.g. areas that may be affected by a natural disaster such as a Hurricane or earthquake.


Introduction

Electronic information is communication that is delivered or accessed electronically, either by computer, telephone, television or other devices. Prospective guests are increasingly using the internet to evaluate and select their accommodation or holiday residence.

Electronic information

The use of a hotel’s website offers information and images of the establishment, details of room features and all the services the establishment has to offer. Websites can have links to a variety of local attractions, restaurants, sporting and leisure activities among others. Hotels and resorts also use social networking sites, for example Facebook or Twitter, to get feedback from guests and to promote a venue.




Hotels and Resorts increasingly use internet booking systems that are linked to their websites. Hotel websites can be linked to a number of other websites for reservations or information.

Guests may contact the hotel or resort for information via facsimile machine. These are often used for the transmission of important documents since in some countries electronic signatures are not recognized on contracts or business confirmations. The newer versions of fax machines are fax servers which link to computerized systems which can store incoming faxes electronically and then route them to users on paper or via an email (which may be secured).

Hotels and Resorts make information available over the internal television network. The system can display messages, supply information about in-house services and will enable ordering of room service or viewing of the guest’s account.

The use of electronic notice boards is popular for short information messages such as 'next movie at 9pm' or ' breakfast buffet now open' or directions to the city. These boards can be instantly changed and can be eye-catching and draw the guest’s attention. The electronic notice board can be used effectively at short notice and notify guests of changes in pre-planned activities. It can also be used to display information such as weather forecasts or foreign currency exchange rates.

Text messaging of information, where appropriate, is used for instant communication, especially for contact between staff replacing the system of paging. Guests may use text messaging or SMS to get reminder information or to confirm bookings.

Innovation in the touch screen phone now means a guest can access information, maps and directions electronically. Hotels may have special ‘apps’ to supply information such as how to access a hotel room’s lighting, temperature and TV operations.


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Work Projects


2.1 Record yourself giving directions to a specific location within your local community. Replay the recording and note any comments on delivery, logical sequence and clarity.

2.2. Gather a portfolio of 4 different types of printed material. Include an instruction sheet, a menu, a promotion for an event and one other.

2.3. Research 4 major hotel chains’ websites and record the different methods a guest can use to contact an individual Hotel or Resort.




Summary

Share generic information about in-house services

• Staff interaction with guests is commonly verbal; either face to face or over the telephone. When staff take reservations and answer enquiries from guests they play an important role in providing information about a Hotel or Resort. Knowledge of room features such as bed sizes and bathroom configurations and room aspects is important product information for taking reservations. Staff will also provide verbal information to prospective guests and other clients

• Hotel rooms will have information about a range of in-house services provided in the in-room compendia which are usually printed and updated with brochures and other information. Other information provided may include; price lists, menus, booking or sign-up sheets for in-house events or activities, brochures and other promotional material, including posters, tent cards, flyers and material about upcoming events and attractions, including specials and packages

• Electronic information is communication that is delivered or accessed electronically, either by computer, telephone, television or other devices. Prospective guests increasingly are using the internet to evaluate and select their accommodation or holiday residence. Other forms of electronic communication includes; use of facsimile, text or SMS, interactive TV systems, digital message boards and messaging systems.


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Introduction

Guests may ask for information from a range of staff. The front office reception and the concierge or guest services desk staff are trained and responsible to meet all the requests made by guests. Using appropriate interpersonal skills staff can identify required information, handling all enquiries for information in a polite, courteous and friendly manner.

Assess the request

The critical aspect to delivering this service is that the staff must undertake to find the answer to a question to which they do not know the answer, with the same good grace as they show when answering a question they do know the answer to. Staff should remember that they are not on their own when it comes to providing any service, information or advice. The establishment and all staff will strive to assist wherever possible. The staff at the front office reception and the concierge or guest services desk organise for things to get done through the efforts of others, as compared to actually doing those things themselves.

If a guest requests information or has a question, first staff should thank the guest for their enquiry and, by asking questions that will elicit more information about the information required, confirm the source, nature and priority of the request. In response staff should utilize the most effective form of presenting the information. It may be a web link or a printed instruction or quick text message. In dealing with some requests, the request may be redirected to the correct area especially for a request relating to a specialist area; For example, if the guest wished to go horse riding then staff would need to check with a stable staff member or horse master.

All requests need to be processed and record of the request made in accordance with host enterprise requirements, where applicable. There may be situations that require special equipment, or qualifications. Records of requests make it possible to track the progress or status of the request and add information for future planning.


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Introduction

When responding to a request from a guest staff will present the required information either electronically or in printed format. Where the information is not available from the in-house data storage it would have to be sourced elsewhere and may require research or contact with an external source.

Response to specific requests

The staff of the Front office reception, concierge and guest services desk may use personal knowledge and experience to frame an answer verbally or deliver printed information, especially if the request is of a private or confidential matter. With a request of a sensitive personal nature or a request about a commercial situation, hotel or resort staff may have to request authority or approval to release information to a third party.

Information is found in a variety of directories, guide books, pamphlets and tourist publications. Most establishments have a brochure rack which contains a wealth of information on local attractions, activities, restaurants etc.

Often a brochure rack, a local area newspaper, transport timetables, telephone book and locality directory will be invaluable. Some industry publications, such as ‘What To Do In (your local city)...’ can be subscribed to. Staff may have to research a variety of sources to present the best options in answer to a request by a guest.


Introduction

Whatever material is available, staff should not simply hand it over to the guest when asked for directions or information. Review the information with a guest and ensure all questions have been answered and staff have offered all the suggestions or alternatives that are available. Sometimes staff have ready a mental list of attractions that are popular and staff can confidently recommend.

Provide the required information

A guest may ask a range of questions about services and ask for information about in-house features or services and local tourist destinations, some of which may be supplied by third party providers. Hotel and resort staff should offer an honest recommendation of options available to a guest. However staff are encouraged to recommend the use of in-house services when making recommendations.




If the guest has asked a general question such as 'can you suggest points of interest within walking distance?' or' what are the dining options at lunchtime?' these questions may require some further clarifying questions to get a clear picture of the guest’s needs. If the guest has asked for information about dining options the guest service staff would need to clarify about food preferences, the type of service and the purpose of the meal, if it is a special occasion, the number of guests and if there is any budget limit. With more detailed information the guest services staff can provide the most accurate information or suggestion.

A guest may have requested information that presents a range of options and staff have to explain the options, including any recommendations as to the option which will be most suitable and best meet the guest’s brief.

By encouraging staff to experience the services offered through site visits or virtual tours. or maybe participating in sampling the dishes in the food and beverage area, some hotel managements may use a familiarization tour as part of a staff service reward scheme. By referring to personal experience and relating an anecdote they may encourage guests to decide which option to choose. An example could be if a guest asks about a golf course. If there are two courses available then staff may recommend one course to an experienced golfer, having played or visited the course, and could then explain some unique features which would offer a challenging round of golf.

Using selling techniques, by suggesting alternatives and describing features, staff have then created desire in the guest’s mind. Upselling is a selling technique starting at the lowest priced product or service in a range and progressively moving up the price and quality levels until the guest chooses the level (of price and quality) of product or service that meets their perceived value. Staff can look for 'service clues' and offer to make a booking on behalf of the guest having completed the discussion of available options.

There are benefits in recommending the features of the in-house service, travel and safety are not an issue and billing processes reduce the need for currency exchange.

When providing information about potential third party providers staff should always follow management procedure or protocols. The hotel or resort staff’s main responsibility is to ensure their guest is safe and happy and the third party provider delivers the service as agreed. The Hotel or Resort may have contracted with specific providers, for example limousine companies, exotic tours, scuba diving or paragliding, or historical experts and these are the ones that should be recommended.


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In communicating with the guest staff should speak in an appropriate way, including the use of appropriate tone, language, pace and volume, giving examples of activities, using an appropriate reference for comparison. Communication using appropriate non-verbal communication techniques should be used to support the verbal language which is essential, especially if speaking to international guests and there are language differences.

Finally, after providing all relevant information and finalising arrangements and bookings the hotel or resort staff need to disseminate information to other departments or provide information to external organisations that act as agents on behalf of the organisation to ensure the guest’s satisfaction.


Introduction

In some cases it is necessary to provide hard copy details of responses for guests. It is advisable for the hotel to have forms or templates designed for this situation. This will ensure that all the correct information is given to the guest.

Hard copy details of the response

At some point when registering a guest, the Receptionist should inform the guest of the room rate. Often, this is written on the same document which contains the room number and is given to the guest with the key. The guest may have booked a special deal comprising a number of services within the property, including a room for an all-inclusive rate. If meals are included, it is often necessary to give the guest a coupon, docket or voucher to present in the restaurant. This is a hard copy.

If the hotel or resort has guest request templates that the guest completes with their requests the same document can be completed with an answer and any extra documentation, such as maps, attached.

By writing details down or printing a copy for the guest on a piece of paper or supplying a standard information sheet or other appropriate pre-prepared document the guest has a reference and a record of the inquiry and the answer. If the guest has a laptop or internet linked telephone the information can be downloaded and still be visible.

When a guest asks a question at the front office desk or guest services desk the answer may be printed and then enhanced with directions or handwritten instructions. A map of the property with landmarks identified enables guests to confidently navigate around the property enjoying leisure activities and recreational activities. The use of internet linked devices can also be effective for the use of GPS software to give directions.




Other printed hard copy available to the guest is any relevant price list, for example, function menus and room hire, restaurant menus, the prices of spa treatments and laundry services etc. Guests will also receive a price list for services such as the florist or for room service extras, for example, fruit baskets or picnic lunches.

Having made inquiries or arrangements for guests, for example, to dine in a restaurant or join a tour, front office reception desk staff or guest services desk staff will write down the name and contact details of the relevant person in charge of the service. This information will make it easier for the guest and can establish dress codes and other protocols. A third party business can also verify the guest’s authenticity if they have a special agreement with the accommodation establishment. If available, similar information can be provided as hard copy of website information or website information downloaded to electronic devices.


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Work Projects


3.1 List the questions you would ask to clarify the following requests:

• A guest wants to go fishing

• A guest wants a new pillow

• A guest requests a restaurant booking

• A guest is looking to book a room next month.

3.2 Research information to meet the needs of the guest’s requests in question 3.1.

3.3 – 3.4 Choose two (2) of the answers in 3.2 and prepare a written information sheet for the guest explaining any alternative information.




Summary

Respond to specific requests for information about in-house services

• Using appropriate interpersonal skills staff can identify required information, handling all enquiries for information in a polite, courteous and friendly manner. The critical aspect to delivering this service is that the staff must undertake to find the answer to a question to which they do not know the answer, with the same good grace as they show when answering a question they do know the answer to. Staff should remember that they are not on their own when it comes to providing any service, information or advice

• When responding to a request from a guest staff will present the required information either electronically or in a printed format. Where the information is not available from the in-house data storage it would have to be sourced elsewhere and may require research or contact with an external source

• Whatever material is available, staff should not simply hand it over to the guest when asked for directions or information. Review the information with a guest and ensure all questions have been answered and staff have offered all the suggestions or alternatives that are available. This can be done by writing details down or printing a copy for the guest on a piece of paper or supplying a standard information sheet or other appropriate pre-prepared document. This gives the guest a reference and a record of the inquiry and the answer. If the guest has a laptop or internet linked telephone the information can be downloaded and still be visible.


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Introduction

To avoid incorrect information being supplied to guests all information about in-house services needs to be updated and improved. If information is current this may be an added marketing tool demonstrating current facilities and services. Social networking sites are often used to gather feedback from guests and to gauge the need for changes to information.

Update information

Updating of information has to conform to a scheduled timeframe, such as every three months, six monthly or annually. Global changes make it important that unscheduled updates can occur to keep up with current trends. Whenever there is a change to the products, services and facilities provided by the establishment, including the introduction of new services and the removal of old services an update should be implemented as soon as possible.

Other changes which may occur outside the timeframe for updating data are changes to prices or the conditions or hours that relate to the provision of in-house services. These changes may occur suddenly due to external influences, economic or weather extremes. For example if there were severe weather conditions such as excessive rain this could affect the price of fruit and vegetables and flow on to menu prices causing an increase in the price of specific dishes.

Information from external organisations and agents will need to be updated too, but frequently third party businesses will be proactive and supply the information for update themselves.

The use of electronic systems can ensure updates, especially from external businesses, are timely and prompt.


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Introduction

Updated information will create the need to generate new written materials that accurately reflect the revised offerings. Prompt production of these documents and updated information will ensure there is no confusion with guests and colleagues.

Revise printed information

As part of the procedure of updating information its important to remove out of date printed information from the premises. Most printed reports have a date and time recorded so you can differentiate between the old and new versions.

Any updating procedure will include revising the website content. This may need to be coordinated with an external web programmer. Sometimes internet updates are initiated by external software providers.


Introduction

Updating the in-house database will require cooperation from other departments and external businesses to provide information in a timely manner. Old information may need deleting, any outdated information needs to be physically removed, especially information normally presented in guest rooms in a compendium or desk.

Update the in-house information database

Business support staff may be used when entering new and/or revised data. The data entry may require a staff member with specific training or skills, especially if establishing new categories of information. Having completed the electronic update all internal users should be notified of the changes. Other electronic sites will include social network sites and these need monitoring to ensure all information is current information.

Promotional material, posters and tent cards will have to be altered and updated as information changes. Current computer software and quality printers can ensure new versions of promotional material are printed in house and are available for use in a short time frame. If these items need to be sent off site then the turnaround time needs to be factored into the timeframe for updating changes.





Introduction

In most areas of a hotel or resort staff changing shifts allows for a ‘handover' session. This is a communication meeting about what is happening in the venue, where information can be shared from one shift to the next. This gives staff a chance to update their information about changed in-house information.

Share updated knowledge

Some changes may require a memo or electronic notification to inform colleagues. For staff who access the computer system as part of their duties, an electronic reminder or memo can be used. This will appear as staff log on to the system. If the establishment has an intranet information may be posted on electronic bulletin boards or management may sponsor staff Facebook or Twitter sites.

Management or supervisors of a work area or department may find it more efficient to inform colleagues at staff meetings or daily briefings. This is efficient for staff who may work on a casual basis or who are rostered to work at night or at different locations to the main service area, an island or separate location. When new products, services and facilities are installed staff may have familiarisation tours to experience first-hand the new services. In some areas staff may be able to take a virtual tour to achieve a similar understanding of the new services.

Updated information may require the revising of the content of orientation and induction documents and staff induction sessions need to reflect these changes. Also there is a need to revise the content of formal in-house training to reflect changes, especially when new equipment or software has been installed. Updated information may cause changes to procedures, for example after natural disasters emergency procedures may need changing to accommodate new information. When staff are involved in new information or updated material they are often provided with hard copy information in relation to the changes to ensure accuracy.


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Work Projects


4.1 Research your local area and make a list of four (4) tourist businesses and the type of information which may require to be updated.

4.2 – 4.4 Imagine you are working in a Hotel in a major city in your district which has just installed individual pod coffee machines (e.g. Nespresso machines) or one only pizza ovens. Use the internet to research the machine or oven and draft a document to explain to the guest how to use the machine. Also draft instructions for your colleagues. Alternatively research a new innovation for a hotel room and complete the activity with this.




Summary

Update information about in-house services

• To avoid incorrect information being supplied to guests all information about in-house services needs to be updated and improved. If information is current this may be an added marketing tool demonstrating current facilities and services

• Updated information will create the need to generate new written materials that accurately reflect the revised offerings

• Updating the in-house database will require cooperation from other departments and external businesses to provide information in a timely manner. Old information may need deleting, any outdated information needs to be physically removed, especially information normally presented in guest rooms in a compendium

• In most areas of a hotel or resort staff changing shifts allows for a ‘handover' session, a communication meeting about what is happening in the venue. This gives staff a chance to update their information about changed in-house information. Management may use staff meetings or electronic messaging to notify staff about new information. This includes changes to staff procedures and retraining when required.


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Presentation of written work




1. Introduction

It is important for students to present carefully prepared written work. Written presentation in industry must be professional in appearance and accurate in content. If students develop good writing skills whilst studying, they are able to easily transfer those skills to the workplace.

2. Style

Students should write in a style that is simple and concise. Short sentences and paragraphs are easier to read and understand. It helps to write a plan and at least one draft of the written work so that the final product will be well organized. The points presented will then follow a logical sequence and be relevant. Students should frequently refer to the question asked, to keep ‘on track’. Teachers recognize and are critical of work that does not answer the question, or is ‘padded’ with irrelevant material. In summary, remember to:

• Plan ahead

• Be clear and concise

• Answer the question

• Proofread the final draft.

3. Presenting Written Work

Types of written work

Students may be asked to write:

• Short and long reports

• Essays

• Records of interviews

• Questionnaires

• Business letters

• Resumes.

Format

All written work should be presented on A4 paper, single-sided with a left-hand margin. If work is word-processed, one-and-a-half or double spacing should be used. Handwritten work must be legible and should also be well spaced to allow for ease of reading. New paragraphs should not be indented but should be separated by a space. Pages must be numbered. If headings are also to be numbered, students should use a logical and sequential system of numbering.


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Cover Sheet

All written work should be submitted with a cover sheet stapled to the front that contains:

• The student’s name and student number

• The name of the class/unit

• The due date of the work

• The title of the work

• The teacher’s name

• A signed declaration that the work does not involve plagiarism.

Keeping a Copy

Students must keep a copy of the written work in case it is lost. This rarely happens but it can be disastrous if a copy has not been kept.

Inclusive language

This means language that includes every section of the population. For instance, if a student were to write ‘A nurse is responsible for the patients in her care at all times’ it would be implying that all nurses are female and would be excluding male nurses.

Examples of appropriate language are shown on the right:

Mankind Humankind

Barman/maid Bar attendant

Host/hostess Host

Waiter/waitress Waiter or waiting staff

Recommended reading



Recommended reading

Ive Josephine; Achieving Excellence in Guest Service; Hospitality Press Pty. Ltd. 2000, ISBN 1 86250 484 9

Mill Robert Christie; Resorts: Management and Operation; I3rd Edition, SBN 978-1-1180-7182-3, September 2011, ©2012

Vallen,G.K. Vallen, J.J; Check in – Check Out: Managing Hotel Operations; 9th edition, ISBN 9780132706711, Published 10/07/2012, Published by Pearson Higher Ed USA

Kinni Theodore, the Disney Institute; Be Our Guest perfecting the art of customer service; 2001 Disney Enterprises, Inc. ISBN 0-7868-5394-8

Ford, Robertr C, Sturman Michael C, Heaton, P Cherrill; Managing Quality service in hospitality, how organisations achieve excellence in Guest services; 2012 Delmar, Cengage Learning, ISBN 78-1-4390-6032-2

Recommended reading

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Trainee evaluation sheet





The following statements are about the competency you have just completed.

Please tick the appropriate box Agree Don’t Know

Do Not Agree

Does Not Apply

There was too much in this competency to cover without rushing.

Most of the competency seemed relevant to me.

The competency was at the right level for me.

I got enough help from my trainer.

The amount of activities was sufficient.

The competency allowed me to use my own initiative.

My training was well-organized.

My trainer had time to answer my questions.

I understood how I was going to be assessed.

I was given enough time to practice.

My trainer feedback was useful.

Enough equipment was available and it worked well.

The activities were too hard for me.


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The best things about this unit were:

___________________________________________________________________

___________________________________________________________________

___________________________________________________________________

___________________________________________________________________

The worst things about this unit were:

___________________________________________________________________

___________________________________________________________________

___________________________________________________________________

___________________________________________________________________

The things you should change in this unit are:

___________________________________________________________________

___________________________________________________________________

___________________________________________________________________

___________________________________________________________________

Trainee self-assessment checklist




As an indicator to your Trainer/Assessor of your readiness for assessment in this unit please complete the following and hand to your Trainer/Assessor.


Yes No*


















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Yes No*



Statement by Trainee:

I believe I am ready to be assessed on the following as indicated above:

Signed: _____________________________

Date: ____________

Note:

For all boxes where a No* is ticked, please provide details of the extra steps or work you need to do to become ready for assessment.

Documents

Provide information about in-house services...Provide information about in-house services Work Projects Written Questions Oral Questions Element 4: Update information about in-house