Fomat NOSS.doc

PUSAT LATIHAN PENGAJAR DAN KEMAHIRAN LANJUTAN (CIAST)

JABATAN PEMBANGUNAN KEMAHIRAN

KEMENTERIAN SUMBER MANUSIA

I-031-3

MODUL 2PEMBANGUNAN NOSS

GROUP 1

NAME NDPLECTURE CIK DAYANG INTAN AG DAMITDATE

STANDARD KEMAHIRAN PEKERJAAN KEBANGSAAN(NATIONAL OCCUPATIONAL SKILL STANDARD)

OPERASI HOMESTAY TAHAP 3

JPK

Jabatan Pembangunan KemahiranKementerian Sumber Manusia, Malaysia

STANDARD PRACTICE

STANDARD KEMAHIRAN PEKERJAAN KEBANGSAAN (SKPK)

OPERASI HOMESTAYTAHAP 3

1. PENGENALAN

Homestay adalah rumah penginapan pada asalnya bermaksud rumah orang awam yang menyediakan ruang atau bilik untuk disewakan kepada pelancong. Kaedah rumah inap ini bagi menampung kekurangan bilik hotel di sesetengah tempat. Sesetengah tempat yang kecil dan terpencil tidak mempunyai hotel, resort dan chalet. Konsep homestay dapat menambah pendapatan orang kampung tradisional.

Homestay yang terbuka terarah kepada kumpulan-kumpulan seperti Rumah singgah atau penginapan untuk keluarga yang akan melansungkan perkahwinan atau pertunangan dan Rumah tambahan untuk keluarga yang berkunjung tetapi rumah yang dikunjungi mempunyai ruang dan bilik yang terhad.

Antara keperluan untuk mengendalikan aktiviti perlancongan juga merupakan salah satu sektor ekonomi yang penting dan menjadi penyumbang pendapatan utama dalam sector perkhidmatan. Pelbagai kaedah pemasaran dan promosi yang dijalanka bagi menggiatkan kedatangan pelancong ke Negara ini melalui program homestay. Pengusaha homestay mengambil inisiatif dan peluang dengan menaiktaraf kemudahan dan infrastruktur bagi tujuan keselesaan pelancong.

Pembangunan SKPK bidang Homestay menjurus kepada Pengendalian Pemasaran

Homestay,Pengendalian Khidmat Tetamu, Penyelenggaraan Fasiliti, Perkhidmatan Kawalan Keselamatan Homestay, Penyediaan Perkhidmatan Makanan dan Minuman, Perkhidmatan Pengemasan Homestay, Perkhidmatan Pemandu Pelancong, Perkhidmatan Dobi dan Perkhidmatan Spa Homestay. Pemasaran Homestay Penginapan,penyelenggaran peralatan, keselamatan, pemeriksaan fasiliti dan penyampaian maklumat promosi memperkenalkan pusat perlancongan Homestay.

2. STRUKTUR PEKERJAAN (OCCUPTIONAL STRUCTURE)SEKTOR : HOSPITALITI DAN PELANCONGANSUB SEKTOR : KEMUDAHAN PENGINAPAN (ACCOMODATION)

SECTOR HOSPITALITI DAN PERLANCONGAN

(HOSPITALITY AND TOURISM)

SUB SECTORKEMUDAHAN PENGINAPAN

(ACCOMODATION )

AREA LEVEL

HOMESTAY

LEVEL 5 Belum ada (Not Available)

LEVEL 4

LEVEL 3

HT-040-3 Koordinator Homestay Homestay Coordinator

(24-03-09)

LEVEL 2

HT-040-2 Operator Homestay Homestay Operator

(24-03-09)

LEVEL 1 Tiada Tahap (No Level)

Jadual 1.1 Struktur analisis kawasan pekerjaan untuk hospitality dan pelancongan – sub sector kemudahan Penginapan di Malaysia

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2.1 STRUKTUR BIDANG PEKERJAAN (OCCUPTIONAL AREA STRUCTURE)SEKTOR : HOSPITALITI DAN PELANCONGAN

SUB SEKTOR : KEMUDAHAN PENGINAPAN (ACCOMODATION)

SECTOR HOSPITALITI DAN PERLANCONGAN

(HOSPITALITY AND TOURISM)

SUB SECTORKEMUDAHAN PENGINAPAN

(ACCOMODATION )

AREA LEVEL

HOMESTAY

LEVEL 5 BELUM ADA

(NOT AVAILABLE)

LEVEL 4 BELUM ADA

(NOT AVAILABLE)

LEVEL 3 OPERASI HOMESTAY

(HOMESTAY OPERATION)

LEVEL 2 EMBEDDED TO LEVEL 3

LEVEL 1 NO LEVEL

Jadual 1.1 Struktur analisis rangkaian pekerjaan untuk hospitality dan pelancongan – sub sector kemudahan penginapan di Malaysia

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3. DEFINISI TAHAP KOMPETENSI

SKPK ini dibangunkan meliputi pelbagai bidang pekerjaan. Calon-calon yang akan ditauliahkan mestilah menjalani latihan dan dilatih pada setiap tahap untuk mengesahkan kompetensi bidang tersebut. Di bawah adalah rujukan persijilan mengikut tahap yang ditentukan oleh Jabatan Pembangunan Kemahiran, Kementerian Sumber Manusia, Malaysia.

Sijil Kemahiran Malaysia Tahap 1 Terampil melakukan pelbagai aktiviti kerja, sebahagian besarnya adalah lazim dilakukan dan boleh dijangka.

Sijil Kemahiran Malaysia Tahap 2 Terampil melakukan pelbagai aktiviti kerja di dalam pelbagai konteks, sebahagiannya adalah tidak lazim dilakukan serta memerlukan tanggungjawab dan autonomi diri.

Sijil Kemahiran Malaysia Tahap 3 Terampil melakukan pelbagai aktiviti kerja di dalam pelbagai konteks, kebanyakannya adalah kompleks dan tidak lazim dilakukan. mempunyai tanggungjawab dan autonomi diri yang tinggi, disamping mengawal dan memberi panduan kepada yang lain.

Diploma Kemahiran Malaysia Tahap 4 Terampil melakukan pelbagai aktiviti kerja teknikal dan profesional yang luas skop dan konteksnya. mempunyai tanggungjawab dan autonomi diri yang tinggi, di samping lazim bertanggungjawab terhadap kerja orang lain dan agihan sumber-sumber.

Diploma Kemahiran Malaysia Tahap 5 Terampil menggunakan pelbagai prinsip asas dan teknik yang kompleks, di dalam yang luas serta selalu tidak dijangka. mempunyai tanggungjawab dan autonomi diri yang sangat tinggi, serta bertanggungjawab terhadap kerja orang lain dan agihan sumber-sumber. bertanggungjawab juga terhadap analisis, diagnosis, rekabentuk, perancangan, pengendalian dan penilaian.

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4. PERSIJIL KEMAHIRAN MALAYSIA

Setelah dinilai dan disahkan memenuhi unit kompetensi didalam bidang berkaitan, pelatih akan diaugerahkan Sijil Kemahiran Malaysia (SKM).

5. KOMPETENSI PEKERJAAN

Individu yang berketrampilan pada unit kompetensi ini mestilah dapat memastikan pengendalian Homestay dapat dijalankan mengikut prosedur yang betul. Untuk memenuhi keperluan dalam unit kompetensi ini, pelatih perlu mahir dalam : -

1. Pengendalian pemasaran homestay

2. Pengendalian khidmat tetamu

3. Penyelengaraan fasiliti

4. Perkhidmatan kawalan keselamatan homestay

5. Penyediaan perkhidmatan makan dan minuman

6. Perkhidmatan pengemasan homestay

7. Perkhidmatan pemandu pelancong

8. Perkhidmatan dobi

9. Perkhidmatan terapi spa

6. SITUASI PEKERJAAN

Operasi pengurusan homestay adalah berpotensi untuk bekerja sebagai pengurusan homestay. Keadaan persekitaran bagi bidang pekerjaan ini memerlukan ketahanan fizikal dan mental untuk bekerja dikawasan terbuka (outdoor), berhadapan dengan kehendak pelancong.Berketrampilan dalam pelbagai aspek seperti kemahiran komunikasi, penampilan diri dan berkerja dalam kumpulan.

7. PROSPEK MAJIKAN

Kerjaya operasi homestay ini meluas dan tidak terhad didalam sector pelancongan sahaja. Kompetensi yang ada dalam SKPK ini membolehkan pihak majikan menentukan skop kerja serta fungsi sesuatu bidang perjawatan yang berkaitan.

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8. LATIHAN, PENGIKTIRAFAN INDUSTRI, KELAYAKKAN DAN PERKEMBANGAN LAIN.

Trampil menjalani latihan industry dan memiliki kepakaran dalam mengenda-likan perkhidmatan homestay .

9. SUMBER MAKLUMAT DAN RUJUKAN

TEMPATAN

Ministry of Tourism MalaysiaNo. 2, Tower 1, Jalan P5/6Presint 562200 PutrajayaTel : 03 – 8891 7000 Fax : 03 – 8891 7100 Website : [email protected]

Lembaga Penggalakan Pelancongan Malaysia,Bgn Tabung Haji, Jalan Banda Kaba,75740 Melaka.Tel : 06 - 2881549Fax : 06 - 2869804Website : www.tourism.gov.my

Akademi Pelancongan Melaka,d/a Laksamana TownlodgeNo. 36, Taman Kota Laksamana 2/13Seksyen 2, Taman Kota Laksamana75100 MelakaTel : 06 2869960Fax : 06 2869961Website : www.apmsb.com.my

ANTARABANGSA

International Guide AcademyPO Box 370190Denver, CO 80237United State AmerikaTel : 303 – 780 – 0131Fax : 888 – 389 – 4951website : [email protected]

The 2010 Manilla Amendment To The International Convention On Standard Of Training, Certificate And Watchkeeping For Seafarers (STCW) 1978 Code.Website : http://www.stcw.org

http://www.imo.org

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mailto:[email protected]

http://www.tourism.gov.my/

mailto:[email protected]

10. PENGHARGAAN

Bismillahirrahmanirrahim, bersyukur ke hadrat ilahi diatas rahmat kurnia-Nya, kami telah bekerjasama dalam menyiapkan pembangunan NOSS bertempat di Pusat Latihan Penga-jaran Dan Kemahiran Lanjutan (CIAST),di kawasan Pusat Latihan Pengajaran Dan Kemahiran Lanjutan (CIAST) ILP Sandakan. Kami juga mengucapkan setinggi-tinggi penghargaan terima kasih yang tidak terhingga kepada tenaga pengajar kami dalam membimbing membantu menyiapkan NOSS iaitu Cik Dayang Intan Binti Awg Damit dan Cik Doratul Asyikin Binti Abd Kahar.

Tidak lupa juga kepada rakan seperjuangan yang bersama-sama menjayakan pemban-gunan NOSS serta berkongsi maklumat dan bekerjasama dengan kami.

Terima Kasih.

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11. AHLI JAWATANKUASA PEMBANGUNAN SKPK

OPERASI HOMESTAY - TAHAP 3

PANEL

1 En. Hasman Bin Mohd.Fadzli

Pengurus Melaka River CruisePerbadanan Pembangunan Sungai & Pantai Melaka,

2. En.Kasman Bin SudinKetua Pegawai Operasi,Cruise Tasik Putrajaya,Putrajaya.

3. En.Muhd.Hejiron Bin HarunPembantu Pengurus Operasi / Skipper ,Cruise Tasik Putrajaya,Putrajaya.

4 Cik.Erna Satiol IndangPengurus Operasi,Cruise Tasik Putrajaya,Putrajaya.

5. Cik.Karmila ShamsudinPengarah CTRE & LatihanPersatuan Pemandu Pelancong Melaka Bandaraya Bersejarah

6.Cik.Phoebe Adrianna Primus

Penguatkuasa dan Jurulatih,Jabatan Laut Malaysia(Kementerian Pengangkutan Malaysia)

7. Tuan Haji Supardi Bin sukriPengarah NegeriLembaga Penggalakan Pelancongan Malaysia,(Kementerian Pelancongan Malaysia)

8. En.Supri Bin Hadi Pengurus

Seafarer Explorer Sdn Bhd

9 En.Muhadir Bin Mohd NawirPengarah UrusanBistari Gemilang Shipping Sdn Bhd

10 En.Azizul Bin MaidinPengurusBluewater Express

11 En.Badrul Hizhan Bin BakarPengurusAkademi Pelancongan Melaka,

12 Cik.Fauziah Binti SeranPegawai Latihan dan PentadbiranAkademi Pelancongan Melaka,

13 Cik.Khatijah Binti RamliJurulatih RekreasiRedtma Recreation Sport Centre,

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FASILITATOR

1. Cik.Dayang Intan Binti Ag.Damit

2. Cik.Doratul Asyikin Binti Abd.Kahar

3. En.Azli Amin Bin Mohd Raus

4. Cik.Haspalela Binti Mohd Nor

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COMPETENCY PROFILE CHART (CPC)

SECTOR HOSPITALITY AND TOURISM

SUB SECTOR FRONT OFFICE

JOB AREA GUEST SERVICE/ TELEPHONE OPERATOR/ FRONT OFFICE SERVICE/ CONCIERGE/ RESERVATION

JOB LEVEL THREE(3) NOSS CODE HT-110-3:2011

COMPETENCY COMPETENCY UNIT

CORE

RECEPTION ACTIVITIES HANDLING

FRONTOFFICE DATABASE AD-MINISTRATION

GUEST RELATION ACTIVITIES HAN-DLING

CONCIERGE SERVICES

HT-110-3:2011-C01 HT-110-3:2011-C02 HT-110-3:2011-C03 HT-110-3:2011-C04

FRONTOFFICE PROCUREMENT

REQUISITIONFRONTOFFICE STAFF

ADMINISTRATIONFRONTOFFICE STAFF

DEVELOPMENT

HT-110-3:2011-C05 HT-110-3:2011-C06 HT-110-3:2011-C07

ELECTIVEBASIC GUEST ROOM

CLEANING

HT-110-3:2011-E0

COMPETENCY PROFILE (CP)

Sub Sector FRONT OFFICE

Job Area GUEST SERVICE/ TELEPHONE OPERATOR/ FRONT OFFICE SERVICE/ CONCIERGE/ RESERVATION

Level Three(3)

CU Title CU Code CU Descriptor CU WorkActivities PerformanceCriteria

1. Reception activitieshandling

HT-110-3:2011-C01

Reception activities handling are to provide excellent reception servicesIn accordance with establishment’s Standard Operating Procedure.

The personnel who are competent in reception activities handling shall be able to carry out guest arrival activities, attend guest enquiries and needs,carry out bill settlement activi-ties, carry out product sales activi-ties, attend reservation needs, carry out filing arrangement and perform telephonist function to meet estab-lishment requirement.

1. Identify reception activit-ies handling require-ment

2. Prepare arrival activities

3. Carry out guest ar-rival activities

4. Attend guest enquiries and needs

5. Carryout bill settle-ment activities

1.1 Guest requirement, es-tablishment product andservices determined accord-ing toguestpreferences

1.2 Work flow for recep-tion activities determ-inedaccording to establishment’s Standard OperatingProcedure

2.1 Arrival activities handled ac-cording to rooming list

3.1 Greeting (Meets and greets, door handling, Malaysian value and culture,grooming) applied according to estab-lishment’s Standard Operat-ing Procedure

4.1 Guest enquiries answered in accordance with establish-ment Standard Operating Procedure

5.1 Payment collected from guest asper payment terms


6. Carryout product-sales activities

7. Attendreservation needs

8. Carryoutfiling arrangement

9. Performtelephonistfunction

10. Evaluate reception activit-ies handlingeffectiveness

6.1 Product and services ex-plained toguestaccordingtothe latest promotionkits

7.1 Guest needsdelivered as establishment ca-pacity.Guestreservation confirmedasestablishment capacity.

8.1 Filingarrangementdata compiled asper estab-lishment Standard Oper-ating Procedure

9.1 Call in,answered and esca-lated asestablishment’s StandardOperating Proce-dure.

10.1 Guest satisfaction level on delivered services thor-oughly assessed accord-ing to establish-ment’sstandard

10.2 Numbersofcomplain on guestserviceshandlingthoroughlycheckedaccording to establishment’s StandardOperating Proce-dure

10.3 Product salesactivities effec-tiveness thoroughlyAssessed

10.4 Numbersofsold productchecked asper salestarget

10.5 Paymentaccuracythoroughly assessed according to


11.Producereceptionactivities report

10.6Paymentmadebased interm agreed bybothparties

11.1Reception activitiesrecord compiled asper establish-ment’sStandard Operating Procedure


2 FrontOfficedatabase administration

Frontoffice database administration is to captureguestdataandpreferenceinaccordance with establishment’s StandardOperatingProcedure.The personnel-whoarecompetentin operation ad-ministration shall beableto carryoutguestrecord compila-tion and disseminateproduct&servicesinformationto meet establishmentrequirement.

1. Identifyfrontoffice data-base administration re-quirement

2. Acquireguestinforma-tion and data

3. Carryoutguestrecord compilation

4. Disseminate product&servicesin-formation

5. Evaluate frontoffice data-base administration activit-ies accuracy

1.1 Frontofficedatabase adminis-tration requirementandguestdetailsdetermined accord-ing to establishment’sStandardOperatingProcedure

1.2 Workflowforopera-tion administration activitiesdetermined according to estab-lishment’sStandardOperating Procedure

2.1 Frontofficedatabase checklist prepared,source offrontoffice database document/ informa-tion determined and inter-preted according to establish-ment’sStandard Operating Pro-cedure

3.1 Guest database printed, ab-stracted and collated in accor-dancewith establishment Stan-dardOperatingProcedure.

3.2 Guest profilingupdatedasper hotel computerised

systemformat(egFedelio)

4.1Product&servicesinformation cir-culated according to potential guestdatabase

5.1 Guestdatabase information completenessandaccuracy thoroughlyassessed

5.2Accuracyofup-datedguest profile in hotel computer-


6. Producefrontofficedatabase ad-ministration activitiesreport

5.3Validityofcirculated product&ser-vices thoroughlyassessedaccording to selected potential guestlist

6.1Frontofficedatabase administra-tion activitiesrecord compiled asper establishment’sstan-dard operatingprocedure


3 Guestrelation activities handling

Guestrelationactivitieshandlingis toprovidehotelguestswithabove-and-beyondservicetoensuretheir ex-perience will be worthrememberingin accordancewith es-tablishmentpolicies.The personnel who are competent inguestrelationactivitieshandling shall be able to execute guestrelationactivities.Followupwith gue-stonservicerenderedmustbe done-toensureworthrememberingexperience.

1. Identifyguestrela-tion activitieshand-lingrequirement

2. Perform preeventactivities

3. Execute guestrela-tion activities

4. Evaluate guestrela-tion activitieseffect-iveness

5. Produceguestrela-

1.1 Typesofguestcategories, complimentaryproductsand-servicesdetermined accord-ing toguestprofiling

1.2 Workflowforguestrelation activitieshandlingde-termined according to es-tablishment’sSOP

2.1 Guest arrival listobtained and checked asperguest-profiling

2.2 Complimentary/ amenitiesrequisitionform preparedasper establishment’sStandard Oper-ating Procedure

3.1 Guestrelation activities co-ordinated andarranged as pereventschedule

3.2 Guestfeedbackob-tainedand collate accord-ing to establish-ment’sStandard Operat-ing Procedure

4.1 Suitabilitybetween guest profiling and activitiesproperly assessed

4.2 Effectivenessofcoordinated activities thoroughly-assessed

4.3 Completenessofcollated feedback formthoroughly

assessed according to establish-ment’sStandard Operating Procedure


4 Conciergeservices Conciergeservicesaretoprovidea be-yondexpectationexperienceandsatisfactiontohotelguestin accor-dance with establishmentpolicies.Thepersonnelwhoare com-petentinconciergeservices shall be able to handle guestenquiries,carryoutairport representa-tive services, carry outluggagehandling,carryoutcar jockey-servicesandcarryout newspaper handling to meetestablishmentstandard.

1. Identifyconciergeser-vices requirement

2. Arrangeconciergeser-vices activities

3. Handle guestenquiries

4. Carryout airport rep-resentative services

1.1 Typesofconciergeservices determined asperguestre-quirementandpreference

1.2 Workflowforconcierge services activitiesdetermined asper-establishment’sStandardOper-ating Procedure

2.1 Valetcardprepared accord-ing to parking bayavailab-ilityand eventofthe dayfor carjockey services

2.2 Peakhoursofarrival determ-ined according toevent of-the dayfordoorman services

2.3 Pagingboard prepared ac-cording toguestarrival detail-confirmationfor airportrep-resentative services

2.4 Sufficientluggagetagging and trolleypreparedaccord-ing togroup arrival schedule

2.5 Quantityandpreferred newspaperdeterminedac-cording to in-houseguestlist

3.1Typesofguestenquiries deter-mined, clearlyexplained, as-sisted andcoordinated accord-ing guestrequest

4.1Guesttransferredto/fromhotel from/to airportin accordance with establishment’sStandard Operating Procedureandguest arrival schedule


5. Carryoutluggagehandling

6. Carryout carjockeyservices

7. Carryout newspa-per handling

8. Evaluate conciergeser-vices effectiveness

5.1Guestluggage handling such asluggage tagging,storing, send to/ collectfromguest room han-dled accordinglyasperroomin-glist

6.1 Jockeyservicessuch ascollect carkey, checkcar condition, issue valettag, safelyparkcar atrespec-tive car park,return carupondepar-tureperformed asper establish-ment’s StandardOperatingProce-dure

7.1Newspaperhandlingsuch as order-ing, distributing performed as-perin-houseguest

8.1 Effectivenessof guest enquir-ieshandling thoroughly-assessed basedonnumbersof guestcomplain/compliment

8.2 Effectivenessof airportrepres-entative services thoroughly-assessed based on number-sofguest complain/compli-ment

8.3 Effectivenessof luggage hand-lingthoroughly assessed based on numbersofguest complain/complimentand lost/foundreport

8.4 Effectivenessof carjockey ser-vices thoroughlyassessed based on numbersofguest complain/compliment

8.5 Effectivenessof newspaper handlingthoroughly assessed-based on numbersofguest


9. Produce concierge services re-port

complain/compliment

9.1Conciergeservicesactivities recordcompiled asper establish-ment’sStandard Operating Procedure


5 Frontoffice procuremen-trequisition

Frontofficeprocurementrequisition is-toensureeffectiveprocurementpracticeinaccordancewith establish-ment requirements. Thepersonnelwhoarecompetentin pro-curementrequisitionshallbe able to prepare procurementrequisitionandmonitorvendor perfor-mance to meet requiredorganizationstandard.

1. Identifyfront office procurementrequisi-tionactivitiesrequirement

2. Arrangeprocure-ment requisition works

3. Prepare procure-ment requisition

4. Monitorvendorperformance

5. Evaluate procure-ment requisition activities perform-ance

1.1Listofapproved vendor and-typesofpurchase identified in-accordancewithestablish-ment’sStandardOperating Procedure

1.2Workflowforprocurement ad-ministration activitiesde-termined inaccordance with establishment’sStandardOper-ating Procedure

2.1Typesofrequisitionform, ap-proved vendor/supplier, requisi-tion approval personnel deter-mined in accordance with pro-curementguideline

3.1Currentinventory level checked,requisition approval obtained in accordancewith procurementguideline

4.1Supplier/vendortimelydelivery and productquality&quantity checked in accordancewith procurementguideline

4.2Defect and deliveryshortage followed up with supplier/ vendorin accordancewith pro-curementguideline

5.1Suitabilityand quantityof pur-chaserequisition assessed against departmental budget

5.2Accuracyofcurrentinventory level assessed againstinvent-oryrecord

5.3Effectivenessofvendorser-


6. Produce procurement requi-sition activitiesreport

assessed againstvendor con-tract

6.1Procurementrequisition re-ported asper establishment’s StandardOperatingProcedure


6 Front officestaff administration

Frontofficestaffadministrationisto de-velop effective and productiveworkingenvironmentinaccordance with establishment requirements.Thepersonnelwhoarecompetent in-staffadministrationshallbeable toprepareworkschedule,monitorstaffperformance,conductbriefing session, and coordinate staffwelfareprogramtomeetrequired es-tablishment productivity level.

1. Identifyfron-tofficestaff administra-tion activitiesrequirement

2. Arrangefrontof-ficestaff administra-tion activities

3. Prepare workschedule

4. Monitorstaffperformance

1.1Workschedule, briefing ses-sion,staff performance andstaffwelfare program de-termined according togues-tarrival forecastandhuman re-sourceguideline

1.2Workflowforfrontofficestaffad-ministration activities determ-ined according to establish-ment’sStandard Operating Procedure

2.1Workschedule, staff perform-ancereport andstaff record-formatdetermined according to establishment’s Standard-OperatingProcedure

2.2Staffwelfareprogram determ-ined according to establish-ment’sStandard Operating Procedure

2.3Briefing sessionchecklist pre-paredaccording toestablish-ment’sStandardOperating Procedure

3.1Workschedule prepared accord-ing tojobrequirement, fore-casted eventoftheday andfore-castedguestarrival schedule

4.1Actual staffperformance identi-fiedand acknowledgement&im-provementrecommended in ac-cordancewith human re-sourceguideline


5. Conductbriefing session

6. Coordinate staffwel-fare program

7. Evaluate staffadministrat-ive performance

8. Producefrontofficestaff ad-ministration activitiesreport

5.1Rootofproblemdetermined and recommend actionplan/solution highlightedduring briefing session

6.1Staffwelfareprogram coordi-nated based onschedule

7.1Effectivenessof prepared work schedule assessed in accordancewith human re-sourceguideline

7.2Staffperformancegap as-sessed in accordancewith hu-manresourceguideline

7.3Effectivenessofdelivered brief-ing sessionassessed asper-briefing schedule

7.4Effectivenessand suitabilityof coordinatedstaffwelfarepro-gramasper scheduleandhu-manresourceguideline

8.1Frontofficestaffadministration ac-tivitiesreported asper establish-ment’sStandard Operating Pro-cedure


7 Frontofficestaff development

Frontofficestaffdevelopmentisto de-velop quality, productive andmotivatedstaffinaccordancewith es-tablishment requirements. Thepersonnelwhoarecompetentin frontof-ficestaffdevelopmentshall beableto-conduct/coordinatestafftraining,prepareactionplan for im-provement, carry out stafforientationandcarryoutstaff motiva-tiontomeetrequired organisation-standard.

1.

2.

3.

4.

5.

6.

7.

Identifystaffdevelopment re-quirement

Arrangestaff development ac-tivities

Conduct/coordinatestaff train-ing

Prepare action planfor improvement

Carryout staff orientation

Carryout staffmotivation

Evaluate staffdevelopment ef-fectiveness

1.1Job requirements, descrip-tion, and staff performancede-termined

1.2Workflowforstaff develop-mentactivitiesdetermined

1.1Training,stafforientationand staffmotivation requirement, planned according tosched-ule

1.2Toolsandequipmentprepared based on staff developmentactivities

3.1Stafftrainingconducted/coordi-natedbased on selectedtarget-group

4.1Positive action plan conducted based onfuture improvement re-quirement

5.1Companyproceduresand work-ing culture&condition intro-duced duringstaff orientation program based on humanre-sourceguideline

6.1Staffmorale andproductivity en-hancementinjectedtostaff troughmotivation session based on humanresource guideline

7.1Effectivenessof conducted/coor-dinated training assessed ac-cording to human re-sourcerequirement


8. Producefrontofficestaff develop-mentactivitiesreport

7.2Effectivenessofconducted ac-tion plan assessed accord-ingto humanresourcerequire-ment

7.3Effectivenessand under-standinglevel ofnewstaffto-wardscompanyprocedures,working culture&condition as-sessed according to hu-manresourcerequirement

7.4Effectivenessand suitabilityof motivation session assessed according to humanresource requirement

8.1Frontofficestaffdevelopment ac-tivitiesreported asper establish-ment’sStandard Operating Pro-cedure


8 Basic guestroom cleaning

Basicguestroomcleaningisto prepare-cleanandneatguestroominaccordancewithestablishment re-quirements. The personnel whoarecompetentinbasicguestroom cleaningshallbeabletocarryout ba-sicbedmaking,carryoutbasicbathroomcleaning,carryout dust-ing/wiping and carry outvacuumingtomeetrequired establish-mentstandard.

1.

2.

3.

4.

5.

6.

Identifybasicguestroom clean-ing requirement

Prepare housekeeping equipment&apparatusand room supplies&amenities

Carryout basicbedmaking

Carryout basicbathroom clean-ing

Carryout dusting/wiping

Carryoutvacuuming

1.1Numberofroomthat need to be cleaned determinedac-cording toroom status

1.2Workflowforbasicguestroom cleaningdeterminedestablish-ment’sStandardOperating Procedure

2.1Housekeepingequipment&appa-ratusandroomsupplies&ameni-tiespreparedaccording to housekeeping requirement checklist

3.1Bed sheets/pillowcasesstriped and placed, soiled linen collected according to house-keeping practices

4.1Soiled linen and rubbishbin cleared,bathroom cleaned and room amenitiesreplenished ac-cording to housekeeping prac-tices

5.1Stickyanddirtymarks re-moved,dustingsolution applied and dustingareawiped offac-cording tohousekeeping prac-tices

6.1Lightfurnituremoved, unwanted object&obvious stain removed andguestroom floorvacu-umedaccording to housekeep-ing practices


7. Evaluate basic guestroom clean-ingeffectiveness

8. Produce ba-sicguestroom clean-ingactivitiesreport

7.1Neatnessof bedmakin-gassessed according toes-tablishment’sStandard Op-erating Procedure

7.2Cleanliness ofbath-roomassessed according toestablishment’sStandard-OperatingProcedure

7.3Cleanliness ofdusting/wip-ing worksassessed accord-ing toestablishment’sStand-ardOperatingProcedure

7.4Cleanliness ofvacuuming worksassessed according to establishment’sStandard Operating Procedure

8.1Basic guestroomactivities re-ported asper establishment’s StandardOperatingProcedure

CURRICULUM of COMPETENCY UNIT (CoCU)

Sub Sector FRONT OFFICE

Job Area GUEST SERVICES OPERATION

Competency Unit Title RECEPTION ACTIVITIES HANDLING

Learning Outcome

Reception activities handling are to provide excellent reception services in accordance with establishment’s Standard Operating Procedure. The personnel who are competent in reception activities handling shall be able to carry out guest arrival activities, attend guest enquir ies and needs, carry out bill settlement activities, carry out product sales activities, attend reservation needs, carry out filing arrangement and perform telephonist function to meet establishment requirement.

Competency Unit ID HT-013-3:2011-C01 Level 3TrainingDuration

240 Hours Credit Hours 24

Work Activities Related Knowledge Related Skills Attitude / Safety / Environmental

Training Hours

Delivery Mode

Assessment Criteria

1 Identify reception activitieshandling re-quirement

i. Definition of hospit-able and its ele-ments such as:• Grooming• Body language• Voice intonation

ii. Establishment / ac-commodation pro-vider’s products and services manual

iii. Reception activit-ies workflow

iv. Types of guest such as:• Frequent Independ-

ent Travellers (FIT)• Corporate• Group Independ-

entTravellers (GIT)

4 hours Lecture i. Establish-ment/ accom-modation pro-vider’sproducts and ser-vices manual in-terpreted

ii. Recep-tion activ-itiesworkflow de-termined

iii. Guestrequirement & preferences determined

Work Activities Proses kerja lengkap dari

permulaan hingga akhir yang

menghasilkan samada produk,

perkhidmatan atau keputusan.

Related Knowledge

Pengetahuan bagi

menyempurnakan aktiviti kerja

Related SkillsKemahiran bagi

menyempurnakan aktiviti kerja

Attitude / Safety /

EnvironmentalBoleh dilihat

dan diukur serta berkaitan

dengan Aktiviti Kerja dan kemahiran

Training HoursJumlah masa

bagi pengajaran meliputi masa teori dan amali

Delivery ModeMod

penyampaian berkaitan

dengan sesi pengajaran dan pembelajaran

Assessment Criteria

Elemen penting yang perlu dinilai

atau dihasilkan dari kemahiran untuk

mencapai kompetensi aktiviti

Credit Hours1 jam kredit = 10 jam masa latihan termasuk masa pembelajaran secara kuliah,

demo dan kendiri

Training DurationTempoh latihan

yang minima untuk memastikan pelatih

memperolehi pengetahuan dan kemahiran bagi mencapai hasil pembelajaran

Work Activities Related Knowledge Related SkillsAttitude / Safety /

EnvironmentalTrainingHours

DeliveryMode

AssessmentCriteria

Convention andExhibition (MICE)

• Royal/ public fig-ures

v. Types of products and services such as:• Business centre• F&B outlets• Accommodations• Health & Well-

ness Club• Entertain-

ment outlets• Baby sitter• Special need

services (OKU)

vi. Types of guest’s prefer-

ences• Food preference

(Vegetarian, Kosher)

• Smoking/Non Smoking floor

• Ladies floor• Room views

vii. Types of room rates

• Published/Rack• Day use



DeliveryMode

AssessmentCriteria

i. Obtainestablishment/ accom-modation provider’s products and services manual

ii. Interpret establish-ment/ accommoda-tion provider’sproducts and services manual

iii. Determine recep-tion activities work-flow

iv. Determine guest require-ment & prefer-ences.

A tt i t ud e : i. Meticulous in

identifying reception ac-tivities han-dling

8 hours Demonstration& Observa-

tion

2 Prepare arrivalactivities

i. Types of PropertyManagement System (PMS) such as• Fidelio• Opera• IFCA

ii. Function, features and usage of Prop-erty Management System

iii. Types of room status/code such as• Vacant Clean

7 hours Lecture i. Individual password logged in

ii. Room status and expec-ted arrival againstrooming list checked

iii. Available room to expected guests as-signed



DeliveryMode

AssessmentCriteria

• Vacant Clean Inspection (VCI)

• Occupied Clean (OC)

• Occupied Dirty (OD)

• Occupied Clean Inspec-tion (OCI)

• Out of Order (OOO)

• Do Not Dis-turb (DND)

• Under Repair (UR)

iv. Types of room such as

• Standard• Superior• Deluxe• Junior/Execut-

ive/Pre siden-tial/Royal Suite

• Club Floor• Studio• Cabana• One/Two/Three

Bedroom Apart-ment

v. Modes of pay-ment

• Cash• Credit/Debit Card

confirmedbooking checked

v Mode of pay-ment checked



DeliveryMode

AssessmentCriteria

i. Log in individual password

ii. Check room status and expected arrival against rooming list

iii. Assign available room to expected guests

iv. Check room ratesagainst confirmed bookingv. Check mode of pay-

mentA tt i t ud e : i. Knowledgeable

and meticulous inpreparing arrivalactivities

17 hours

Demonstration& Observa-

tion

3 Carry out guest arrival activities

i. Establishment’s meet and greet practice

ii. Guest’s reserva-tion profile verifica-tion process• Reservation/

booking number• Checking of pass-

port/I.C• Travel

agent voucher

iii. Method of de-posit collection

iv. Procedure of issu-

7 hours Lecture i. Establish-mentsmeet and greet practice com-plied

ii. Guest’s re-servation pro-file verified

iii. Cashdeposit/ credit card verification collected

iv. Room key/card and remind guest



DeliveryMode

AssessmentCriteria

i. Comply withestablishment’s meet and greet practice

ii. Verify guest’s reser-vation profile

iii. Collect cash de-posit/credit card verification

iv. Issue room key/card and remind guest on standard departure time and establish-ment’s facilities.

v. Rooming the guest A tt i t ud e : i. Hospitable in

meet and greet guest

ii. Responsible and account-able in receiving guest deposit

iii. Guest informa-tion confidenti-ality

Sa f e t y : i. Adhere to safety

requirement


tion

departure time and establish-ment’s facilities issued



DeliveryMode

AssessmentCriteria

4 4 Attend guestenquiries and needs

i

ii

i. Types of guestenquiries and needs such as• Direction/Location• Online facilities• Extra bed• Baby cot• Guest supplies• Special request

ii. Techniques to re-spond and fulfillguest enquiries and needs

7 hours Lecture i. Types of guestenquiries and needs deter-mined

ii. Guest enquir-ies responded andguest needs ful-filled

iii. Guest request followed up

i. Determine types of guest enquiries and needs

ii. Respond to guest enquiries and ful-fill guest needs

iii. Coordinate with re-lated department on guest needs

iv. Follow up with re-lated department and guest on guest request A tt i t ud e :

i. Responsible and quick response inattending guest enquiries and needs

ii. Diplomatic in attending guest enquiries and needs


tion



DeliveryMode

AssessmentCriteria


requirement

55. 5. Carry out bill settlement activi-ties

i

ii.

i. Verification of guest profile

ii. Types of guest charges such as

• Early check-in/ late check-out

• Mini bar• Laundry• Room service• Food and bever-

ages• Internet/Phone• Business Centre• Spa

7 hours Lecture i. Room key/card collected

ii. Guest pro-file verified

iii. Guest folio checked and guest charges con-firmed

iv. Deposit re-ceipt reques-ted

v. Mode ofpayment con-firmed and check out folio generated

vi. Payment collected andguest’s de-posit refunded if any

i. Collect room key/card

ii. Verify guest profileiii. Check guest folio

and confirm guest charges

iv. Request for de-posit receipt

v. Confirm mode of pay-ment and generate check out folio

vi. Collect payment and refund guest’s de-posit if any

A tt i t ud e : i. Meticulous and

detail in handling bill settlement ac-tivities


tion



DeliveryMode

AssessmentCriteria

ii.

Ii Responsible andaccountable in handling bill settle-ment activities

6 6. Carry out product salesactivities

i i. Up selling techniques of rooms’ category andother products and services such as• Communication

skills• Product knowledge• Selling techniques• Willingness to sell

7 hours Lecture i. Room availabil-ity checked

ii. Suggestive selling ex-ecuted

iii. Relateddepartment coordi-nated on confirmed suggested products or services

i. Check room availab-ility

ii. Up sell room cat-egory

iii. Execute suggest-ive selling

iv. Coordinate with re-lated

department on con-firmed suggested products or services

A tt i t ud e : i. Creative and

knowledgeable in up selling rooms and other ser-vices


tion



DeliveryMode

AssessmentCriteria

7 7. Attendreservation needs

.

ii.

iii.

iv.

i. Types of reservationsources• Phone calls• Fax• Email• Internet booking• Walk-in iii. Guest’s reserva-

tionneeds• check-in/check-out date• room preference• number of guest• room rateiii Guest’s personal details• Guest’s name• Contact details• Contact person• Company’s name• Country of origin• Address• Nationality• Gender

Iv Confirmation of guest’s reservation status• Guaranteed

reservation• Non-guaranteed

reservationv Types of reservationstatus• Confirmed

7 hours Lecture i. Guest’sreservation needs obtained

ii. Guest’s per-sonal details obtained

iii. Guest’sreservation sta-tus confirmed



DeliveryMode

AssessmentCriteria

• No show• Cancel

i. Determine reserva-tion sources

ii. Obtain guest’s reservation needs

iii. Obtain guest’s per-sonal details

iv. Confirm guest’s re-servation status A tt i t ud e :

i. Hospitable in meet and greet guest

ii. Responsible and account-able in

attending reserva-tion needs

17 hours

8 8. Carry out filing arrangement

i

ii.

I Filing system• Online filing• Manual filing

Ii Filing index

7 hours i. Filing sys-tem determ-ined

ii. Guest’s ser-vices docu-mentscollated

iii. Files stored according toindex

i. Determine filing sys-tem

ii. Collate guest’s ser-vices documents

iii. Store files according to index A tt i t ud e :

i. Meticulous and detail in filingguest’s services documents

17 hours



DeliveryMode

AssessmentCriteria


requirement

9 9. Performtelephonist function

i. Interpretation of caller’srequest such as• Enquiries• Reservation• Complain• Prank calls• Emergency

ii. Communication skillsiii. Techniques of an-

swering phone call

7 hours i. Establish-ment’smeet and greet practice com-plied

ii. Caller’s re-quest inter-preted

iii. Internal/ ex-ternal call trans-ferredto respective department/ room

i. Comply with estab-lishment’s meetand greet practice

ii. Interpret caller’s request

iii. Transfer internal/external call to respec-tive department/room

A tt i t ud e : i. Hospitable in

meet and greetguest

ii. Knowledgeable and respons-iblein performingtelephonist function

17 hours



DeliveryMode

AssessmentCriteria

10 Evaluatereception ac-tivities han-dling effec-tiveness

i.Guest satisfaction level

on delivered servicesii.Numbers of complain

on guest services handling

iii.Product sales activit-ies effectiveness

iv.Numbers of sold

7 hours i. Guestsatisfaction level on delivered ser-vices assessed

ii. Numbers of complaint onguest serviceshandling checked

iii. Product salesactivities effec-tiveness as-sessed

iv. Numbers of sold product checked

v. Payment accuracy as-sessed

i. Assess guest sat-isfaction level ondelivered services

ii. Check numbers of complain on guestservices handling

iii. Assess product sales activities ef-fectiveness

iv. Check numbers of soldproduct

v. Assess pay-ment accuracy

A tt i t ud e : i. Knowledgeable

and meticulousin evaluatingreception activi-ties handling ef-fectiveness

17 hours



DeliveryMode

AssessmentCriteria

11 Producereception activi-ties report

i. Report writing skillsii. Procedures to

write reception activities report

iii. Format of reportsiv. Communication

and presentation skill

3 hours i. Procedure towrite reception activities report determined

ii. Format of re-portsdetermined

iii. Reception activities re-portwrote

iv. Reception activities re-portpresented tosuperior

i. Determine procedure to write reception activities report

ii. Determine format of reports

iii. Write recep-tion activities report

iv. Present receptionactivities report to supe-rior A tt i t ud e :

i. Knowledgeable and meticulous inreporting receptionactivities

9 hours

Employability Skills

Core Abilities Social Skills

01.01 Identify and gather information. 01.02 Document information procedures or processes. 01.03 Utilize basic IT applications. 02.01 Interpret and follow manuals, instructions and SOP's. 02.02 Follow telephone/telecommunication procedures. 02.03 Communicate clearly. 02.04 Prepare brief reports and checklist using standard forms. 02.05 Read/Interpret flowcharts and pictorial information. 03.01 Apply cultural requirement to the workplace.03.02 Demonstrate integrity and apply practical practices. 03.03 Accept responsibility for own work and work area.

03.04 Seek and act constructively upon feedback about work perfor-mance.

03.06 Respond appropriately to people and situations. 03.07 Resolve interpersonal conflicts. 06.01 Understand systems. 06.02 Comply with and follow chain of command. 06.03 Identify and highlight problems. 06.04 Adapt competencies to new situations/systems. 01.04 Analyse information. 01.05 Utilize the Internet to locate and gather information. 01.06 Utilize word processor to process information.

02.07 Utilize Local Area Network (LAN)/Intranet toexchange information. 03.08 Develop and maintain a cooperation within work group. 04.01 Organize own work activities. 04.02 Set and revise own objectives and goals. 04.03 Organize and maintain own workplace. 04.04 Apply problem solving strategies. 04.05 Demonstrate initiative and flexibility. 01.07 Utilize database applications to locate a process information.

01.08 Utilize spreadsheets applications to locate and process informa-tion.

01.10 Apply a variety of mathematical techniques. 01.11 Apply thinking skills and creativity

1. Communication skills2. Conceptual skills3. Interpersonal skills4. Multitasking and prioritizing5. Self-discipline6. TeamworkCore Abilities (PB)

Dokumen standard yang disediakan sebagai

pelengkap kepada NOSS sedia ada bagi semua

program kemahiran kecuali VTO,VTE dan Tahap 5

Social skills (SLDN)Kemahiran yang digunakan oleh individu untuk

berinteraksi dan berkomunikasi

dengan orang lain bagi membantu

perkembangan status dalam sesuatu struktur sosial

Core Abilities Social Skills

02.09 Prepare flowcharts. 02.10 Prepare reports and instructions. 02.11 Convey information and ideas to people. 03.09 Manage and improve performance of individuals. 03.12 Provide coaching/on-the-job training. 03.13 Develop and maintain team harmony and resolve conflicts. 03.14 Facilitate and coordinate teams and ideas. 03.15 Liase to achieve identified outcomes. 03.16 Identify and assess client/customer needs. 04.06 Allocate work. 04.07 Negotiate acceptance and support for objectives and

strategies. 05.01 Implement project/work plans. 05.02 Inspect and monitor work done and/or in progress.

Tools, Equipment and Materials (TEM)

ITEMS RATIO (TEM : Trainees)

1. Reservation list 1:12. Rooming list 1:13. Room tariff list 1:14. Guest Profile 1:15. Room key/card 1:16. Guest request form 1:17. Credit card/ credit card terminal 1:18. Calculation tool 1:19. Computer 1:510. Printer 1:511. Property Management System (PMS) 1:30 2512. Telephone system 1:30 2513. Stationery 1:114. Front office SOP 1:1

Items Senarai peralatan,

perkakasan dan bahan yang perlu digunakan untuk

melengkapkan unit kompetensi dengan jayanya

RatioNisbah yang sesuai di antara

TEM dan pelatih ( 25 )

References

REFERENCES

1. Sudhir Andrews, Mc Graw Hill(2009), Hotel Front Office Training Manual,ISBN:978-0-07-065570-6

2. Ahmad Ismail, Thomson Delmar (2002) Front Office Operations & Management, ISBN:0-7668-2343-1

3. James A. Bardi, John Wiley & Sons (5th Edition 2007), Hotel Front Office Management, ISBN: 978-0-470-63752-4

4. Denney G.Rutherford & Michael J.O’Fallon, John Wiley & Sons (2007), Hotel Management & Operations, ISBN: 978-0471-47065-6

5. Sue Baker, Jeremy Huyton &Pam Bradley, South Western Cengage Learning (2009), Principle of Hotel Front Office Operations, ISBN: 978-1- 844480-090-2

6. Betty A.Kildow, AMACOM (2001), Front Desk Security & Safety, ISBN: 0-8144-0826-5

ReferencesSenarai rujukan seperti berikut :

BukuManualJurnal Standard Operating ProcedureLaman WebBahan Audio Visual Akta dan Peraturan

Documents

Fomat NOSS.doc