Learner name:

Learner number:

K/600/1091

VRQ

UV31039

Guest services in the hospitality industry

VTCT is the specialist awarding body for the Hairdressing, Beauty Therapy, Complementary Therapy and Sport and Active Leisure sectors, with over 45 years of experience.

VTCT is an awarding body regulated by national organisations including Ofqual, SQA, DCELLS and CCEA.

VTCT is a registered charity investing in education and skills but also giving to good causes in the area of facial disfigurement.

By signing this statement of unit achievement you are confirming that all learning outcomes, assessment criteria and range statements have been achieved under specified conditions and that the evidence gathered is authentic.

This statement of unit achievement table must be completed prior to claiming certification.

Unit code Date achieved Learner signature Assessor initials

IV signature (if sampled)

Assessor name Assessor signature Assessors initials

Assessor number (optional)

Assessor tracking table

Statement of unit achievement

All assessors using this Record of Assessment book must complete this table. This is required for verification purposes.

UV31039Guest services in the hospitality industry

The aim of this unit is to develop your knowledge, understanding and skills for working in guest services. You will learn how to work well as part of a team and to follow instructions to prepare guest services. You will also learn how to communicate effectively with customers in a polite manner.

UV31039_v5

Observation(s)

GLH

Credit value

Level

External paper(s)

2

20

2

E3

0

On completion of this unit you will:

Learning outcomes

Evidence requirements

UV31039

1. Be able to work as part of the guest services team

2. Be able to communicate with customers

4. Knowledge outcomes There must be evidence that you possess all the knowledge and understanding listed in the Knowledge section of this unit. In most cases this can be done by professional discussion and/or oral questioning. Other methods, such as projects, assignments and/or reflective accounts may also be used.

5. Tutor/Assessor guidance You will be guided by your tutor/assessor on how to achieve learning outcomes in this unit. All outcomes must be achieved.

6. External paper There is no external paper requirement for this unit.

1. Environment Evidence for this unit may be gathered within the workplace or realistic working environment (RWE).

2. Simulation Simulation may be used in this unit, where no naturally occurring evidence is available.

3. Observation outcomes Competent performance of Observation outcomes must be demonstrated on at least two occasions. Assessor observations, witness testimonies and products of work are likely to be the most appropriate sources of performance evidence. Professional discussion may be used as supplementary evidence for those criteria that do not naturally occur. Assessed observations should not be carried out on the same day for the same learning outcome. There should be sufficient time between assessments for reflection and personal development. You need to meet the same standard on a regular and consistent basis. Separating the assessments by a period of at least two weeks is recommended as competence must be demonstrated on a consistent and regular basis.

3

Guest services in the hospitality industry

Achieving observation outcomes Achieving range

Achieving observations and range

UV31039

Your assessor will observe your performance of practical tasks. The minimum number of competent observations required is indicated in the Evidence requirements section of this unit.

Criteria may not always naturally occur during a practical observation. In such instances you will be asked questions to demonstrate your competence in this area. Your assessor will document the criteria that have been achieved through professional discussion and/or oral questioning. This evidence will be recorded by your assessor in written form or by other appropriate means.

Your assessor will sign off a learning outcome when all criteria have been competently achieved.

There is no range section that applies to this unit.

4

Learning outcome 1

Observations

You can:

UV31039

Observation 1 2 Optional OptionalCriteria questioned orally

Date achieved

Portfolio reference

Learner signature

Assessor initials

*May be assessed by supplementary evidence.

Be able to work as part of the guest services team

5

a. Follow instructions for the preparation of guest services; transporting materials, equipment and linen

b. Follow instructions to service public areas, bedrooms, bathrooms/washrooms

Learning outcome 2

You can:

UV31039

Observation 1 2 Optional OptionalCriteria questioned orally

Date achieved

Portfolio reference

Learner signature

Assessor initials

a. Respond to customer queries politely

b. Refer queries to the correct person*

Be able to communicate with customers

6

*May be assessed by supplementary evidence.

Developing knowledge

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Achieving knowledge outcomes

You will be guided by your tutor and assessor on the evidence that needs to be produced. Your knowledge and understanding will be assessed using the assessment methods listed below*:

• Projects• Observed work• Witness statements• Audio-visual media • Evidence of prior learning or attainment• Written questions• Oral questions• Assignments• Case studies• Professional discussion

Where applicable your assessor will integrate knowledge outcomes into practical observations through professional discussion and/or oral questioning.

When a criterion has been orally questioned and achieved, your assessor will record this evidence in written form or by other appropriate means. There is no need for you to produce additional evidence as this criterion has already been achieved.

Some knowledge and understanding outcomes may require you to show that you know and understand how to do something. If you have practical evidence from your own work that meets knowledge criteria, then there is no requirement for you to be questioned again on the same topic.

*This is not an exhaustive list.

Knowledge

UV310398

Be able to work as part of the guest services team

You can: Portfolio reference

c. Identify different guest services

d. State how to work well as part of a guest services team

Learning outcome 1

Outcome 1: Be able to work as part of the guest services team

Unit content

This section provides guidance on the recommended knowledge and skills required to enable you to achieve each of the learning outcomes in this unit. Your tutor/assessor will ensure you have the opportunity to cover all of the unit content.

UV31039 9

Preparation of guest services: Collecting the correct equipment, materials and linen, following the correct procedure, transporting to the correct place at the correct time, obeying health and safety rules (manual handling, handling of cleaning materials).

Service public areas, bedrooms and bathrooms: Using correct materials and equipment, use the correct method to complete the task (following company guidelines and procedures), completing the task to correct standard (vacuuming, polishing, dusting, tidying, disposing of rubbish, stripping and making beds), using checklists, making sure customers are not disturbed or inconvenienced, maintain health and safety (use of personal protective equipment (PPE), personal hygiene, wearing correct uniform, correct use of signage, manual handling), restocking consumables (newspapers and magazines, toiletries, hospitality tray, guest literature, newspapers and magazines), sorting bed linen and towels (collecting clean linen/towels, separating dirty linen/towels, avoiding cross-contamination, avoiding unnecessary laundry).

Guest services: Cleaning (public areas, bedrooms, bathrooms/washrooms), restocking consumables (toiletries, towels, hospitality tray, minibar, hotel literature, newspapers and magazines), stripping and making beds, checking that nothing is broken or damaged, reporting things that are broken or damaged to housekeeping.

Working well as part of a guest services team: Being on time for work, knowing about the working day (what needs to be done, when to take breaks), completing tasks on time and to the correct standard, being tidy and presentable, having clean clothes, communicating with colleagues, respecting others’ views, following instructions, taking advice, being helpful, being polite.

Outcome 2: Be able to communicate with customers

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Customer queries: For additional products or services (extra bed, additional pillows or blankets, extra tea, coffee, milk or sugar for the hospitality tray, iron), lost property, repairs and maintenance, for information (range of services and products offered by the establishment, availability, hours and location of meals, services, equipment, how various types of equipment work, local services, attractions, transport, shops, entertainment).

Respond to customer queries politely: Listen carefully, ask questions to ensure understanding of the query, maintain eye contact, smile, speak clearly, do not use slang or poor grammar, give only accurate information, make sure the customer is happy.

Refer queries to the correct person: Where the answer to the query is not known, to report maintenance needs and faults, where the query is outside limits of authority (a complaint, a request for additional services such as a room upgrade or a discount for customer laundry), refer to a colleague/supervisor/manager/staff from a different department.