Reception Operations and Services

Transcription

1 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 Reception Operations and Services Level 5 L

2 1 Module Title Reception Operations and Services 2 Module Code L Level 5 4 Credit Value 1 credit 5 Purpose This module is designed to develop the skills to perform advanced reservations and guest accounts, and to develop selling and marketing techniques. The module can be offered as an elective module in FETAC level 5 Tourism Award. 6 Preferred Entry Level Level 4 Certificate. Leaving Certificate or equivalent qualifications and/or relevant life and work experiences. 7 Special Requirements None. 8 General Aims Learners who successfully complete this module will: 8.1 Acquire the skills necessary to receive and record advanced reservations within the tourism industry 8.2 To apply the principals of Guest Accounting and operate a guest accounting system competently 8.3 Satisfy all operations to make sales, employ selling techniques and maintain records of sales 8.4 Acquire the security knowledge and practice 9 Units The specific learning outcomes are grouped into 4 units Unit 1 Unit 2 Unit 3 Unit 4 Advanced Reservations and Front Office Procedure Guest Account Procedures Selling and Marketing Techniques Security 2

3 10 Specific Learning Outcomes Unit 1 Advanced Reservations and Front Office Procedure Learners should be able to: Use different types of tariffs according to customer needs when selling accommodation Handle different Reservation according to their source Use different methods of Advanced Reservations including computerised methods Use Step by Step procedures involved before and during the recording of Advanced Reservations appropriately Process and record Advanced Reservations by manual and computerised system Control and manage levels of bookings/reservations Confirm Advanced Reservations according to establishment procedure Deal appropriately with guest requesting credit settlement when making reservation Unit 2 Guest Account Procedures Learners should be able to: Know the principals of using the correct procedures for opening, preparing and monitoring guest accounts omit Prepare and present accurate Guest bills Close guest accounts when checking out according to establishment procedure Operate a computerised guest accounting system competently Use establishment procedure for checking customer credit worthiness where appropriate Unit 3 Selling and Marketing Techniques Learners should be able to: Promote the main products and services of the establishment in accordance with its marketing objectives Target the segments of the market that require the range of products and services provided by the establishment Identify customer needs and offer products and services, which satisfy those needs Use the selling functions of the Front Office when making sales to customers 3

4 Achieve sales through the use of selling techniques, product knowledge, sales aids and appropriate personal attributes Develop sales opportunities for Front Office Unit 4 Security Learners should be able to: Organise and practise safe handling of key systems within the establishment Maintain appropriate security procedures when dealing with guest belongings Use suitable security procedures while dealing with equipment and material Use appropriate security procedures following the reporting of hazards/suspicious items Demonstrate effective emergency procedures when the need arises 11 Portfolio of Assessment Summary Examination (Theory) 40% Skills Demonstration 60% Format: The examination will have two sections Section A 4 Structured Questions (1 From Each Unit) Candidates will require attempting 3 Question Carry 10 Mark each Section B 12 Multiply Choice Questions Candidates will require attempting 10 questions Questions Carry 1 Mark each MARKS SHOULD BE ALLOCATED AS FOLLOW Where maximum mark is Candidate failed to demonstrate skill to require standard 5-6 Candidate demonstrate skill to satisfactory standards 7-8 Candidate demonstrated skill to very satisfactory 9-10 Candidate demonstrate skill expert 4

5 11.2 Skills Demonstration In one or more skills demonstrations, candidates will be assessed in a broad range of learning outcomes. 12 Grading Pass 50-64% Merit 65-79% Distinction % 5

6 Individual Candidate Marking Sheet 1 Reception Operations and Services L21723 Examination (Theory) 40% Candidate Name: PPSN: Centre: Centre No: Assessment Criteria Section A: short answer questions xxx short answer questions, answer any xxx (xxx marks each) (Indicate questions answered) Question No.:* Maximum Mark Candidate Mark Section B: structured questions Subtotal? xxx structured questions, answer any xxx (xxx marks each) (Indicate questions answered) Question No.:* Subtotal? TOTAL MARKS This mark should be transferred to the Module Results Summary Sheet? Internal Assessor s Signature: _ Date: External Authenticator s Signature: Date: _ * The internal assessor is required to enter here the question numbers answered by the candidate. 6

7 Individual Candidate Marking Sheet 2 Reception Operations and Services L21723 Skills Demonstration 60% Candidate Name: PPSN: Centre: Centre No.: Assessment Criteria Maximum Mark Candidate Mark Evidence of each task effectively planned 15 Evidence of each task effectively executed 15 Effective communication and reception operations clearly demonstrated 15 Full understanding of skills and processes clearly demonstrated in each task 15 TOTAL MARKS This mark should be transferred to the Module Results Summary Sheet 60 Internal Assessor s Signature: Date: External Authenticator s Signature: Date: 7

8 FETAC Module Results Summary Sheet Module Title Reception Operations and Services L21723 Mark Sheet Mark Sheet Total Assessment Marking Sheets 1 2 Marks Maximum Marks per Marking Sheet Candidate Surname Candidate Forename Module Code: 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: % M: 65-79% P: 50-64% U: 0-49% W: candidates entered who did not present for assessment 8