My certificate in IVQ Reception operations and services consists of the following syllabus which I completed with workplace exposure and knowledge of working with guests!
Certificate
01 Security practices
02 Customer care
03 Personal presentation
04 Safe practices
05 Fire prevention
06 General reception procedures
07 General front office procedures
08 Advance reservation procedures
09 Guest accounting procedures
10 Selling and marketing techniques
And under each of these subjects in our syllabus we handled in detail.
Practical competences
The candidate must be able to do the following:
1.1 Handle key systems safely and according to
establishment policy.
1.2 Deal with guests’ belongings according to
establishment policy for security.
1.3 Use appropriate security procedures in
relation to equipment and materials.
1.4 Report all security hazards to the
appropriate authority.
1.5 Report all suspicious items to the
appropriate authority.
1.6 Report all incidents that threaten security
to the appropriate authority.
1.7 Use emergency procedures according to
policy and when appropriate.
Knowledge requirements
Instructors must ensure that candidates are able to:
Security practices.
1.1 Describe the key systems within an organisation.
Keys: grand master, master, sub-master, floor master,
1.2 Identify the procedures for reporting lost and Reporting to: supervisor
Details of property: when found, where found,
item description
Holding: length of time held
1.3 Explain the security procedures for equipment
and materials.
Benefits: reduced theft, reduced costs, more efficient
care of equipment and materials
1.4 Identify security hazards.
Types: bomb threats, suspicious packages, brokenitems, missing items
1.5 Explain the procedures for reporting security incidents.
Minor incidents: supervisor
Major incidents: raise alarm
1.6 Identify the personal characteristics required of
staff to deal with ongoing security.
Characteristics: vigilant, observant, attention to
detail, honest.
Customer care
Practical competences
The candidate must be able to do the following:
2.1 Use a positive attitude to serve customers politely,
promptly and with regard to specific needs.
2.2 Deal with difficult customers, including angry, boisterous,intoxicated and abusive customers, according to
establishment guidelines.
2.3 Deal appropriately with customers with special needs
including physical, language and VIPs.2.4 Give assistance to customers including, information,
physical help and referral.
2.5 Refer, as appropriate, situations requiring attention
beyond the limits of own authority.
Knowledge requirements
Instructors must ensure that candidates are able to:
2.1 Identify the characteristics necessary for good
customer service.
Characteristics: politeness, willingness to assist,
prompt service, remedial action, identifying
customer requirements
2.2 Identify customer requirements of facilities.
Requirements: urgent, non-urgent, special requirements
2.3 Describe the benefits of good customer service practices.
Benefits: customer satisfaction, repeat sales, referred
trade, improved reputation, increased business
2.4 State typical referral facilities and procedures.
Facilities: line management, roles of specialists
Reception responsibilities for dealing with
customers: examples
Personal presentation.
Practical competences
The candidate must be able to do the following:
3.1 Adopt appropriate personal presentation and conform
to establishment standards.
3.2 Use appropriate health and hygiene practices.
3.4 Operate effectively and co-operatively in team situations.
3.5 Communicate clearly and effectively at all times.
Knowledge requirements
3.1 State the elements of good personal presentation.
Elements: clean clothes, clean footwear, appropriate use
of cosmetics, clean and tidy hair, males to be clean shaven
with beards and moustaches trimmed, routine care of
hands and nails
3.2 Describe the practices necessary to sustain appropriate
health and hygiene standards.
Practices: balanced diet, sufficient sleep, relaxation, good
use of leisure time, posture, deportment, clean body, face,
teeth, hands and feet
3.3 Explain the importance of adopting a professional attitude
when dealing with customers and colleagues.
Professional attitude: punctuality, patience, tact, self
organisation, good humour, responding positively to
instructions, criticisms and appraisals
3.4 Describe the likely effects on customers and colleagues of
negative personal attitudes.
Customers: poor relations
Staff: low morale
3.5 Identify the basic elements of good team work.
Elements: communication, co-operation, organisation
3.6 Describe methods of communicating effectively.
Verbal: speaking concisely, clarity, listening
Non-verbal: body language, attitude
3.7 State the role of staff in promoting good customer care.
Customers: increasing satisfaction, confidence
Establishment: image promotion, sales increase
Safe practices
The candidate must be able to do the following:4.1 Select and wear appropriate protective clothing
at all times.
4.2 Use only safe and fully maintained equipment.
4.3 Use equipment and any chemicals in accordance with
recommended safe practices.
4.4 Identify and report safety hazards.
4.5 Operate and clean equipment safely, referring to
manufacturers’ instructions as appropriate.4.6 Store dangerous substances safely.
4.7 Demonstrate simple first aid procedures.
4.8 Accurately record accidents and promptly report them to
the appropriate authority.
(4.7 Explain the basic first aid procedures.
Treatment: fracture, shock, electric shock, burns,
poisoning, fainting
First aid box: contents, checks
4.8 Describe the procedures for reporting and
recording accidents.
Procedures: reporting, recording
Documentation: recording)
Knowledge requirements
Instructors must ensure that candidates are able to:
4.1 State the benefits of wearing protective
clothing/uniform.
Benefits: safety, protection, any legal
requirements, staff identification
4.2 Identify faults which would make equipment
unsafe for use.
Electric damage: plugs, cables
Leaks: ill-fitting or damaged attachments
Noises: unusual
4.3 State safety procedures for equipment and
cleaning materials.
Signs: examples, display
Training: induction, use and care of equipment,
handling substances
4.4 Identify hazards to safety in the workplace.
Surfaces: slippery, uneven, chipped, broken
Substances: chemicals, mixing
Obstructions: corridors, by doors
Electrical: supply, power points, appliances
4.5 Describe reporting procedures for safety hazards.
Minor: procedures
Major: type, action, responsibility
In-house procedures: examples
4.6 Describe the care and storage of potentially
dangerous substances.
Substances: cleaning chemicals
Storage: containers, labels, secure lids
Control: responsibilities, location, issues.
Knowledge requirements
Instructors must ensure that candidates are able to:
4.1 State the benefits of wearing protective
clothing/uniform.
Benefits: safety, protection, any legal
requirements, staff identification
4.2 Identify faults which would make equipment
unsafe for use.
Electric damage: plugs, cables
Leaks: ill-fitting or damaged attachments
Noises: unusual
4.3 State safety procedures for equipment and
cleaning materials.
Signs: examples, display
Training: induction, use and care of equipment,
handling substances
4.4 Identify hazards to safety in the workplace.
Surfaces: slippery, uneven, chipped, broken
Substances: chemicals, mixing
Electrical: supply, power points, appliances
4.5 Describe reporting procedures for safety hazards.
Minor: procedures
Major: type, action, responsibility
In-house procedures: examples
4.6 Describe the care and storage of potentially
dangerous substances.
Substances: cleaning chemicals
Storage: containers, labels, secure lids
Control: responsibilities, location, issues
Fire prevention.
Practical competences
The candidate must be able to do the following:
5.1 Identify potential fire hazards and take appropriate action.
5.2 Take appropriate action on the discovery of a fire.
5.3 Participate in appropriate fire fighting training.
5.4 Demonstrate the appropriate techniques and skills, in
training/practice situations, for dealing with fire safely.
Knowledge requirements
Instructors must ensure that candidates are able to:
5.1 Identify possible causes of fire.
Maintenance: examples
Electrical: spark, overloads
Cleaning: substances, spillages
5.2 State the action to be taken on the discovery of a fire.
Reporting: emergency services, internal responsibility,
customers and staff
Evacuation: procedures, assembly points, roll calls
5.3 List and explain the methods of fire fighting.
Equipment: operation, extinguishers, colour coding and
uses, blankets
Types of fire: appropriate actions
Ventilation: causes, actions
5.4 Identify and describe the use of fire detection equipment.
Detectors: smoke, flame, heat, manual alarms
5.5 State the reporting procedures for fire hazards and fires.
Establishment: procedures
Legal: any legal requirements
Practical competencesThe candidate must be able to do the following:
6.1 Receive and welcome guests appropriately.
6.2 Receive guests following the appropriate procedures.
6.3 Employ the correct procedures for dealing with
6.4 Handle the departure of guests using the correct
procedures at reception.6.5 Handle the departure of guests using the correct
procedures at the cashier’s desk.
Knowledge requirements
Instructors must ensure that candidates are able to:
6.1 State the purposes of and describe the methods for
receiving and welcoming guests.
Purposes and methods: creating a good impression,
importance of first impressions, making guests feel
welcome, identifying special needs of guests
6.2 State the procedures to be followed for receiving
guests, both advance reservations and chance arrivals.
Procedures: allocation of rooms, registering guests,
checking particulars of guests’ against reservation and
registration information, checking methods of payment,
informing guest of facilities, issuing key or card key,
issuing key card, directing guests to rooms, updating
status information
6.3 Explain the procedures to be followed for
guests in residence.
Procedures: dealing with messages, dealing with
personal callers, dealing with guests’ enquiries, dealing
with compliments and complaints, selling hotel facilities
and services
6.4 Describe the procedures for dealing with departing guests.
Procedures: settlement of account, selling future
reservation, updating room status information, updating
guest history file/data
06 General reception procedures
General front office procedures
Practical competences
The candidate must be able to do the following:
7.1 Use computerised or manual systems to provide
front office documents.
7.2 Use the main types of electronic or manual filing
systems appropriately.
7.3 Use the main communication systems and
services appropriately.
7.4 Deal with visitors’ pay outs/disbursements using
7.5 Accept and correctly process different methods ofsettlement of guests’ accounts.
7.6 Obtain the authorisation, recording and control of
petty cash using the correct procedures.
7.7 Deal with basic banking procedures appropriately.
Knowledge requirements
Instructors must ensure that candidates are able to:
7.1 List the range of front office documents that can be
produced using computerised or manual systems.
Documents: letters, memos, reports, guest accounts,
arrival and departures lists, promotional materials
7.2 Describe the main types of electronic/manual
filing systems.
Types: databases, microfilm, paper
Systems: alphabetically, numerically, chronologically,
by subject
7.3 Identify the main communication systems and services.
Systems and services: eg post, telephone, fax, e-mail,
satellite, digital communications, teletext, computers
7.4 Explain procedures for dealing with visitors’ pay outs
and disbursements.
Procedures: voucher receipt signed, filed/posted to
guest’s account
7.5 Describe procedures for accepting different methods of
settlement of guests’ accounts.
Procedures: cash, credit cards, charge cards, cheques,
travellers’ cheques, foreign currency, vouchers, advance
payments, approved transfers to ledger
7.6 State the procedures for obtaining the authorisation,
recording and control of petty cash.
Procedures: pay on receipt of authorised voucher, attach
receipt to petty cash voucher, record in petty cash book
7.7 Describe basic banking procedures.
Basic procedures: paying-in cash, credit cards, cheques
and foreign currency, clearance and special clearance
of cheques
07 General front office procedures
Advanced reservation procedures.
Practical competences
The candidate must be able to do the following:
8.1 Use appropriately different types of tariffs when
selling accommodation.
8.2 Handle different sources of reservations appropriately.
8.3 Use different methods of receiving advance
reservations appropriately.
8.4 Use procedures appropriately before and during the
recording of an advance reservation.
8.5 Process and record advance reservations accurately.
8.6 Confirm advance reservations accurately.
Knowledge requirements
Instructors must ensure that candidates are able to:
8.1 Describe the different types of tariff available.
Tariffs: room only, room and breakfast, half board,
full board, long lets, special packages
8.2 Describe the different sources of reservation.
Sources: individuals, travel agents, tour operators,
business/companies, central reservations, airlines,
conference organisers
8.3 Identify different methods for receiving advance
reservations.
Methods: telephone, letter, fax, telex, e-mail and
internet, in-person
8.4 Explain the procedures involved before and during
the recording of an advance reservation.
Procedures: checking accommodation availability,
recording necessary information, arrivals and departure
dates, room type, number of rooms/persons, name,
company or travel agent details, address/telephone
number, rate, reservation number, agreed method of
account settlement, release/guarantee of reservation,
special requirements, identification of reservation
clerk/receptionist and date
8.5 Explain the methods for processing and recording advance
reservations.
Methods: bedroom book, conventional chart, density
chart, Whitney rack, diary, computer
8.6 State the methods used to confirm reservations.
Methods: letter (standard, personal), fax, e-mail
Guest accounting procedures.
Practical competences
The candidate must be able to do the following:
(tabular ledger) method.
9.2 Prepare and present guests’ bills and various types of
accounts using the appropriate procedures.
9.3 Close guests’ accounts when checking out using the
correct procedures.
Knowledge requirements
Instructors must ensure that candidates are able to:
9.1 Describe the procedures for opening, preparing and
maintaining guests’ accounts by manual (tabular
ledger) method.
Methods: post arrivals, room numbers, rates of
occupants, record change of rooms, rates of occupants,
post charts, record allowances and refunds, make
corrections and adjustments, post deposits and
pre-payments, carry forward current balances, transfer
account details and balances to guests’ bills.
9.2 Explain the procedures for preparing and presenting
guests’ bills and various types of accounts.
Procedures: enquire room number and name, check that
bring forward (b/f) total on bill agrees with the b/f total on
the tab, enquire about late charges (telephone calls,
mini-bar), post to tab and bill, enquire totals agree,
present bill to guest
Types: guests’ bills, tour accounts, extra bills
9.3 Describe the procedures for closing guests’ accounts
when checking out.
Procedures: follow procedures for preparing and
presenting guests’ bills, post payments by cash, company
accounts as appropriate, receipt cash bills and return to
guests, file credit bills with appropriate authorisation
09 Guest accounting procedures
18 IVQ
Selling and marketing techniques.
Practical competences
The candidate must be able to do the following:
10.1 Select and present a sample of the main products
sold in a hotel.
10.2 Use appropriate techniques to sell products and
services available from a hotel reception.
10.3 Assist the customer in making a suitable purchase.
10.4 Use basic selling techniques.
10.5 Employ the personal attributes, skills and techniques
necessary for effective selling at a reception point.
10.6 Use the range of selling opportunities available in
order to satisfy customer needs.
Knowledge requirements
Instructors must ensure that candidates are able to:
10.1 Identify the main products sold in a hotel.
Products: accommodation, food, drink, service
10.2 Describe the role of the hotel receptionist, as a sales
person.
Role: hotel/customer contact, ability to recognise and
exploit sales opportunities, ability to work effectively as a
member of a team
10.3 Explain the main reasons for a customer to
make a purchase.
Reasons: need, comfort, desire, pride, pleasure,
fear, fashion
10.4 List and describe the basic selling techniques.
Techniques: opening the sale, developing the sale,
closing the sale
10.5 Identify and explain the value of personal attributes
used in selling.
Attributes: verbal communication, personal
presentation, body language
10.6 State the appropriate methods to be used for different
sales opportunities.
Methods: personally, telephone, by letter, by fax,
e-mail and internet
10.7 Identify the selling opportunities available to a
hotel receptionist.
Opportunities: telephone and e-mail enquiries,
arrivals, departures, correspondence,
chance customers, residents
10 Selling and marketing techniques
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