Training Package Training Package Title Unit Code Hospitality

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					Training Package Title: Unit Code

Hospitality (THH02)

HSC Requirements and Advice HSC Indicative Hours:

Provide porter services
Unit Descriptor:
This unit deals with the skills and knowledge required to provide services associated with bell desk or concierge in a commercial accommodation establishment. Within small accommodation establishments, reception or other staff may carry out these services.

THHBFO10B

10
HSC Requirements and Advice
Key Terms and Concepts            bell desk delivery of mail and messages interpersonal skills luggage handling personal presentation porter providing information registration safe lifting and bending security tip

Essential Knowledge and Skills to be Assessed
The following skills and knowledge must be assessed as part of this unit:  knowledge of a range of typical bell desk services  occupational health and safety procedures specifically for luggage, including safe lifting and bending  typical procedures and systems for the movement of luggage within commercial accommodation establishments  features of typical luggage storage systems within commercial accommodation establishments  relationships between the bell desk and other departments within commercial accommodation establishments  bell desk security procedures.

Critical Aspects of Assessment
Evidence of the following is critical:  knowledge of the range of services offered by the bell desk  ability to provide courteous and friendly service to guests  ability to safely handle luggage and use luggage storage systems.

Context of Assessment and Resource Implications
Assessment must ensure:  project or work activities that allow the candidate to demonstrate safe working practices in the movement of baggage and to respond to a range of typical customer requirements  use of current equipment and technology for moving baggage  interaction with others to demonstrate the interpersonal communication requirements of the unit  integration of time pressures so that the candidate can demonstrate the delivery of multiple pieces of luggage within appropriate timeframes.

Assessment Methods
Assessment methods must be chosen to ensure that portering services can be practically demonstrated. Methods must include assessment of knowledge as well as assessment of practical skills. The following examples are appropriate for this unit:  direct observation of the candidate carrying and loading luggage multiple pieces of luggage safely or answering customer requests  oral or written questions to assess knowledge of typical bell desk procedures and systems  review of portfolios of evidence and third party workplace reports of on-the-job performance by the candidate.

Hospitality Curriculum Framework

November 2002

THHBFO10B

Provide porter services

162

Linkages with Other Units
This unit has linkages to the following units and combined training and assessment may be appropriate:  THHGCS01B Develop and update local knowledge  THHGGA01B Communicate on the telephone  THHGGA02B Perform office procedures

Hospitality Curriculum Framework

November 2002

THHBFO10B

Provide porter services

163

Element
1 Handle guest arrivals and departures 1.1

Performance Criteria
Review, note accurately and plan for expected daily arrivals, special requests or major guest movements.

Range Statement
This unit applies to most establishments where accommodation is provided. The following lists and statements identify how this unit may be applied in different workplaces and circumstances. Bell desk services may include:  mail  wake-up call  messages  organisation of transport  luggage pick up  paging of guests  preparation of guest information directories.

HSC Requirements and Advice
Learning experiences for the HSC must address: Role of bell desk and services offered within this area including:  mail  wake-up call  messages  organisation of transport  luggage pick-up  paging of guests  preparation of guest information directories Reviewing daily arrivals list Preparation for expected daily arrivals including:  timelines for guest arrivals  special requests/requirements for arriving guests including guests with disabilities, families and international guests  specific preparations for major guest movements including group arrivals  preparation of lobby area if required (signage and storage)

1.2

Welcome guests promptly on arrival and direct to the appropriate area for registration.

Learning experiences for the HSC must address: Importance of personal presentation and interpersonal skills of bell desk/porters Guests being welcomed promptly on arrival through  appropriate industry greeting used  assistance provided with luggage  valet parking organised if appropriate  directing/escorting guests to appropriate area for registration

1.3

Assist guests with luggage in accordance with enterprise procedures and safety requirements

Enterprise procedures and safety requirements for luggage may include:  luggage marking systems  amount of luggage to be placed on trolleys or taken into lifts  procedures or designated routes for moving luggage through public areas

Learning experiences for the HSC must address: Handling individual arriving guests  assisting individual arriving guests with luggage by using either carrying luggage or using trolley  security procedures to follow to ensure safe keeping of luggage during registration process

Hospitality Curriculum Framework

November 2002

THHBFO10B

Provide porter services

164

Element

Performance Criteria
      

Range Statement
restrictions on areas into which luggage can be taken order in which luggage is to be moved procedures for dealing with heavy items lifting and bending procedures procedures for taking luggage from rooms placement of luggage within rooms group luggage procedures.      

HSC Requirements and Advice
organising establishment luggage tags to assist in delivery to guest room if required safe loading of trolley if used (heavy items loaded first and trolley not to be overloaded) importance of using correct lifting and bending procedures procedures or designated routes for moving luggage through public areas including restrictions on areas into which luggage cannot be taken procedure for taking luggage to room including the placement of luggage within room not obviously waiting for tips

Organising arriving group luggage  obtaining group rooming list from front office  luggage marking system used for group luggage to assist in speedy delivery to guest rooms  security procedures to follow  order in which luggage is moved to group member rooms ensuring all luggage for one floor is loaded at one time  delivery and placement of luggage in guest rooms 1.4 Escort guests to rooms, and courteously show/explain enterprise/room features where appropriate. Enterprise/room features on guests should be advised may include:  dining options within the establishment  sporting facilities  floor facilities  operating procedures for room equipment such as phone or TV  general services such as laundry, valet  meal arrangements. Learning experiences for the HSC must address: Appropriate communication to be used when escorting guests to their rooms Procedure for entering lifts and guest rooms Questioning techniques to establish if guest is a:  returning guest  first-time guest Enterprise features about which guests should be advised where appropriate, including:  dining options including opening/closing times, menus, dress codes and reservations requirements  sporting facilities including operating times and procedure for booking  general services including laundry and valet  business centre  floor facilities  local attractions  sightseeing tours booked through bell desk Hospitality Curriculum Framework November 2002 THHBFO10B Provide porter services 165

Element

Performance Criteria

Range Statement

HSC Requirements and Advice
Offering to make any bookings/reservations where appropriate Explanation of room features to guest including operating procedures for the following room equipment:  telephone  TV/Video/DVD  modem  in-room security features Procedure when leaving guest room including  appropriate farewell  offer of any further assistance during stay  not appearing to solicit tip/gratuity

2

Handle guest luggage

2.1

Collect, safely transport and deliver guest luggage to the correct location within appropriate timeframes.

Enterprise procedures and safety requirements for luggage may include:  luggage marking systems  amount of luggage to be placed on trolleys or taken into lifts  procedures or designated routes for moving luggage through public areas  restrictions on areas into which luggage can be taken  order in which luggage is to be moved  procedures for dealing with heavy items  lifting and bending procedures  procedures for taking luggage from rooms  placement of luggage within rooms  group luggage procedures.

Learning experiences for the HSC must address: Procedure to follow when dealing with departing individual guest’s luggage  timelines for collection of luggage  procedure for collecting luggage from guest room and delivery to lobby/outgoing transport  security procedures to follow Procedure to follow when dealing with luggage for group departures  liaising with tour leader/front desk regarding time for collection of luggage  checking group rooming list  collection of luggage (floor by floor)  checking system to ensure all luggage has been collected and delivered to lobby  storage/security of luggage prior to departure  placement of luggage on departing vehicle Learning experiences for the HSC must address: Procedure to deal with storage of luggage (short-term and long-term) including:  luggage marking system used including enterprise luggage tags and colour-coded luggage tags  placement of luggage in storage facility for ease of retrieval

2.2

Operate luggage storage system correctly and in accordance with enterprise procedures and security requirements.

Hospitality Curriculum Framework

November 2002

THHBFO10B

Provide porter services

166

Element
2.3

Performance Criteria
Mark and store luggage accurately to allow for easy retrieval. Place luggage correctly within the storage system. Provide bell desk services promptly and in accordance with enterprise, security and safety requirements.

Range Statement

HSC Requirements and Advice

2.4

3

Respond to request for bell desk services

3.1

Bell desk services may include:  mail  wake-up call  messages  organisation of transport  luggage pick up  paging of guests  preparation of guest information directories.

Learning experiences for the HSC must address: Services offered by bell desk including:  mail/messages storage of items prior to delivery timelines for delivery of mail/messages to guest rooms placement of items in guest room  wake-up calls accepting wake-up call requests and offering additional services to guests including transport, newspaper and in-room meals procedure to follow providing guest wake-ups calls procedure to follow should guest not respond to call  organisation of transport types of transport procedure to follow to book each type of transport information to be conveyed to guest re booking  paging of guests situations where guests would be paged appropriate use of paging equipment (tone of voice, greeting and expressions used)  preparation of guest information directories and the extent of information to be included on specific areas including: hotel facilities and services local attractions tourist attractions children’s activities adult entertainment restaurants and night clubs shopping local information – churches, banks and medical centres 167

Hospitality Curriculum Framework

November 2002

THHBFO10B

Provide porter services

Element
3.2

Performance Criteria
Liaise with colleagues in other departments to ensure effective response to bell desk requests, where appropriate

Range Statement

HSC Requirements and Advice
Learning experiences for the HSC must address: Departments with which bell desk would liaise including:  front office  housekeeping  food and beverage  banqueting  sales and marketing

Key Competencies in this Unit
Key Competencies are an integral part of all workplace competencies. The table below describes those applicable to this unit. Trainers and assessors should ensure that they are addressed in training and assessment. Level 1 = Perform Level 2 = Administer and Manage Level 3 = Design and Evaluate Key Competencies Collecting, Organising and Analysing Information Communicating Ideas and Information Planning and Organising Activities Working with Others and in Teams Using Mathematical Ideas and Techniques Solving Problems Level 1 1 1 1 1 1 Examples Finding information on services and facilities Listening and interpreting requirements of customer requests Providing information to customers on services and facilities, providing directions for various locations clearly Moving multiple lots of baggage to different destinations Assisting concierge, front office staff and other colleagues Counting and labelling luggage Dealing with lost or misplaced luggage Assisting guests to solve problems about facilities and services, or assisting them in deciding where to go for outings, or to access other services Using electronic key systems, using reservations information

Using Technology

1

Hospitality Curriculum Framework

November 2002

THHBFO10B

Provide porter services

168


				
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