Transnational Skill Standards Front Office Associate · TRANSNATIONAL OCCUPATIONAL STANDARDS FOR TOURISM AND HOSPITALITY Mapping for Front Office Associate THC/Q0102 with UK Qualification

TRANSNATIONAL OCCUPATIONAL STANDARDS FOR TOURISM AND HOSPITALITY

Transnational Skill Standards

Front Office Associate REFERENCE ID: TOS/THC/Q0102


Mapping for Front Office Associate THC/Q0102 with UK Qualification Level 2 NVQ in Front of house reception (QCF) Link to Indian Qualification Pack: http://www.nsdcindia.org/nos

Link to UK Qualification: http://register.ofqual.gov.uk/Qualification/Details/600_3800_7

How to Read this Document This document has two sections - Section I and Section II.

Section I: Compares the NOS listing in the Indian QP - Front Office Associate THC/Q0102 with UK Qualification Level 2 NVQ in Front of house reception (QCF)

Section II: Compares the competencies described in each of the Indian NOS with those of UK.

Usage of Benchmarked Transnational StandardsThere will be two types of users of these benchmarked standards. One type will be of those individuals who are already trained and are certified on the corresponding Indian QP. This set of individuals will have to undergo a bridge course comprising of the identified gaps only. Thereafter, they will be assessed under the aegis of a UK Awarding body through the Indian SSC on the competency portions acquired via the bridge course. All qualifying individuals will be awarded a co-branded certificate comprising of logo of Skill India, Indian SSC and UK Awarding Body.

Those individuals who wish to be certified afresh will have to undergo training on both the Indian QP and the gaps in the Indian NOS with regard to UK competencies. Thereafter, they will be assessed under the aegis of a UK Awarding body through the Indian SSC and they will obtain a co-branded certificate comprising of logo of Skill India, Indian SSC and UK Awarding Body.

1

http://www.nsdcindia.org/nos

http://register.ofqual.gov.uk/Qualification/Details/600_3800_7

TRANSNATIONAL OCCUPATIONAL STANDARDS FOR TOURISM AND HOSPITALITY Section I: Mapping for Front Office Associate THC/Q0102 with UK Qualification Level 2 NVQ in Front of house reception (QCF)

NOS Mapping: A Summary Indian NOS

Code Indian NOS UK NOS Code UK NOS Remarks, if any

THC/N0108 Record guest details for registration

PPL2FOH3 Dealing with bookings

THC/N0109 Follow check-in procedure and allot room

PPL2FOH2 Deal with the arrival of customers

THC/N0107 Attend to guest queries PPL2FOH11

Provide tourism information services to customers

Three of UK NOS are covered in one Indian NOS

PPL2FOH1

Deal with communications as part of the reception function

PPL2FOH9 Provide reception services

THC/N0110 Perform cashiering activities

PPL2FOH4 Prepare customer accounts and deal with departures

THC/N9901 Communicate with customer and colleagues

PPL1GEN4

Work effectively as part of a hospitality team

2


NOS Mapping: A Summary

Indian NOS Code Indian NOS UK NOS

Code UK NOS Remarks, if any

THC/N9902 Maintain customer-centric service orientation

THC/N9903 Maintain standard of etiquette and hospitable conduct

PPL1GEN3 Maintain customer care (Not in Qualification) Two of UK NOS

are covered in one Indian NOS PPL2GEN1 Give customers a

positive impression of yourself and your organisation

THC/N9904 Follow gender and age sensitive service practices

THC/N9905 Maintain IPR of organisation and customers

THC/N9906 Maintain health and hygiene PPL2GEN5

Maintain food safety in a hospitality environment

THC/N9907 Maintain safety at work place

PPL1GEN1 Maintain health and safety in hospitality

THC/N9909 Learn a foreign or local language(s) including English

3


Section II: Compares the competencies in Indian NOS with those of UK NOS.

NOS Mapping Descriptions

Indian QP Title Front Office Associate

UK Qualification

Diploma in Front of House Reception (QCF)

Indian QP Code THC/Q0102 UK Qualification Code

600/3800/7

Indian NOS Code THC/N0108 UK NOS Code

PPL2FOH3

Indian NOS Record guest details for registration UK NOS Dealing with

bookings

Scope

This unit/task covers the following: • Welcome the guest• Check for roomavailability andreservation status• Complete guestregistration• Follow standardregistration guidelines

Overview

This standard is about how you • deal withbookings

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Competency Mapping

Performance Criteria - Indian NOS

Performance Criteria - UK NOS

Gaps in Indian NOS

Administer the company operations PC1. greet the customer as per organization guideline on arrival at hotel

None

PC2. make guest comfortable and feel good by offering a smile

KA1. The importance of dealing with customers politely and helpfully at all times

None

PC3. maintain eye contact while interacting with the guest


None

PC4. look presentable and follow grooming standards


None

PC5. interact with guest and identify if they are walk-in customer or reserved guest

None

PC6. if they have walked in, check for availability of rooms as per guest requirement

PC4. Invite your customers to make a booking where possible and take and record their details correctly

None

PC7. inform guest about different type of rooms and confirm on guest preference

PC1. Deal with booking enquiries following organisation procedures according to the type of enquiry

None

5

TRANSNATIONAL OCCUPATIONAL STANDARDS FOR TOURISM AND HOSPITALITY Performance Criteria - Indian NOS


Gaps in Indian NOS

PC2. Reply with accurate information to the booking enquiry

None


None

PC5. Allow for customer needs and requirements and follow organisation procedures accordingly

None

KA9. Why it is important to take the opportunity to sell products and services

None

PC8. collect information and documents from new guest or recheck of repeat guest, the details required for guest registration as per organisation’s standards and government rules


None


None


None

PC9. Maintain records of all bookings in line with your organisation's procedures

None

KA8. Why it is important to get and record booking details accurately

None


None

6



Gaps in Indian NOS

KA12. Why confirmations and deposits may be required from custom ers

None

PC9. cross check the identity document details of the guests against original


None

PC10. complete the registration details after interacting with the guest on details including room type, room number, tariff details, meal plan and payment method


None

PC7. Collect up to date information on rates, deals and 3rd party rules where applicable

None

PC11. receive guest signature on completed guest registration document

None

PC12. record the information on all fields in the hotel management system


None


None


None

KA5. Your organisation's booking procedures and systems including third party systems

None

7



Gaps in Indian NOS


None

PC13. return the original document immediately after scanning or copying

None

PC14. ensure all mandatory guest details are captured as per regulatory requirement


None


None

PC7. Collect up to date information on rates, deals and 3rd party rules where applicable.

None


None

KA4. Basic legal requirements relating to goods and services for sale when receiving, confirming, amending and cancelling booking enquiries

None


None

PC15. ensure guest details are recorded appropriately in the hotel system for future reference


None


None

8



Gaps in Indian NOS


None


None

KA11. Your organisation's and 3rd party systems cancellation policies and procedures

None

PC16. ensure guest details are recorded appropriately in the hotel system for future reference

None

Knowledge and Understanding (K) Organizational Context (Knowledge of the company / organization and its processes) The user/individual on the job needs to know and understand: KA1. legislation, standards, policies, and procedures followed in the company relevant to own employment and performance conditions


None


None


None

KA2. Why it is important to give accurate spoken and written information to customers

None

KA4. Basic legal requirements relating to goods and services for sale when receiving,

9



Gaps in Indian NOS

confirming, amending and cancelling booking enquiries

KA2. organization culture and typical customer profile


None

KA3. company’s service level agreements and policies


None


None


None


None

KA12. Why confirmations and deposits may be required from customers

None

KA4. company’s code of conduct


None


None

10



Gaps in Indian NOS

KA5. organization pricing, discount policy


None

PC7. Collect up to date information on rates, deals and 3rd party rules where applicable KA9. Why it is important to take the opportunity to sell products and services

None


None

KA6. organization policy on documentation, reporting, etc.


None


None


None


None


None


None

11



Gaps in Indian NOS

KA7. sources for information pertaining to employment terms, entitlements, job role and responsibilities

None

KA8. reporting structure, inter-dependent functions, lines and procedures in the work area

None

KA9. relevant occupational health and safety requirements applicable in the work place


None

Technical Knowledge: The user/individual on the job needs to know and understand:

KB1. how to greet the customers as per company’s policy and customer’s willingness, e.g., garlanding a business guestvs a leisure guest

None

KB2. site layout and obstacles of the hotel premises


None

KB3. hotel offerings and services available


None


None


None

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Gaps in Indian NOS


None


None

KB4. details of guest registration form

None

KB5. mandatory details to be received from local guest, foreign guest


None


None


None


None


None


None


None

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Gaps in Indian NOS

KB6. acceptable identify / proof documents


None


None


None

KB7. type of rooms available, the facilities, tariff and other details


None

PC3. Take the opportunity to sell other products and services within the communication back to the customer where possible and appropriate

None


None


None


None

KB8. discount policy PC3. Take the opportunity to sell other products and services within the communication back to the customer where possible and appropriate

None

14



Gaps in Indian NOS


None


None

KB9. pricing for regular guest, affiliated guest, etc.


None


None


None


None


None

KB10. pricing of room with different meal plans


None


None


None

PC7. Collect up to date None

15



Gaps in Indian NOS

information on rates, deals and 3rd party rules where applicable KA9. Why it is important to take the opportunity to sell products and services

None

KB11. online tie ups of the hotel PC7. Collect up to date information on rates, deals and 3rd party rules where applicable

None


None


None

KB12. handling hotel management system


None


None


None


None


None

16



Gaps in Indian NOS

KB13. maintain guest log with check-in and check-out details

None

KB14. analyse reservation logs and cross check

KA3. The types of unexpected situations and problems that may occur with bookings, and how to deal with these correctly

None

KB15. rules and regulations of the hotels that may apply to guests


None


None


None


None

KB16. regulatory requirements involved during guest registration

None

KB17. personal grooming standards

None

KB18. significance of giving attention to details


None


None

17



Gaps in Indian NOS

KB19. permits and checks required for working on the premises

None

Skills (S) Core Skills/ Generic Skills

Professional Skills: Reading Skills -The user/ individual on the jobneeds to know and understandhow to:SA1. read and interpret instructions, procedures, information and signs in the workplace


None


SA2. interpret and follow operational instructions and prioritise work

None

Writing Skills The user/ individual on the job needs to know and understand how to: SA3. complete documentation PC2. Reply with accurate

information to the booking enquiry

None


None

PC9. Maintain records of all bookings in line with your organisation's

None

18



Gaps in Indian NOS

procedures

SA4. accurately fill guest registration form after receiving details from guests


None


None


None

SC1. operate the computer None

SC2. use in-house software to register and serve the guest


None

SC3. use touch typing for enhanced speed of keyboard typing


None

SA5. use Internet to gather work related information


None

Oral Communication (Listening and Speaking skills) The user/individual on the job needs to know and understand how to: SA6. communicate effectively with guests and respond to their queries


None

19



Gaps in Indian NOS


None


None


None


None


None

SA7. interact with service providers and colleagues in respectful manner and in line with organizational protocol


None


None

SA8. interact in language the guest is comfortable


None

PC4. Invite your customers to make a booking where possible and take and record their

None

20



Gaps in Indian NOS

details correctly KA1. The importance of dealing with customers politely and helpfully at all times

None

Professional Skills - Customer Centricity The user/ individual on the job needs to know and understand how to:

SB1. develop rapport with customers


None


None


None


None

SB2. listen carefully and interpret their requirement


None


None


None

KA3. The types of unexpected situations

None

21



Gaps in Indian NOS

and problems that may occur with bookings, and how to deal with these correctly

SB3. suggest possible solutions to potential or expressed problems


None


None

KA3. The types of unexpected situations and problems that may occur with bookings, and how to deal with these correctly

None


None

SB4. significance of etiquette such as maintaining the appropriate physical distance with guest during conversation


None

SB5. importance of being patient and courteous with different types of guests


None

SB6. being polite and courteous under all circumstances and situations

None

SB7. manage time and be punctual

None

SB8. manage distractions and maintain workplace discipline

None

Analytical Thinking The user/individual on the job needs to know and understand how to: SB9. undertake on-the-job learning and participate in training and development, interventions

None

22



Gaps in Indian NOS

and assessments

SB10. seek to improve and modify own work practices

None

PC6. Deal with any confirmations, cancellations and amendments according to organisational procedures and requirements

PC6. Deal with any confirmations, cancellations and amendments according to organisational procedures and requirements

PC8. Identify, check and follow up unconfirmed bookings in the booking system

PC8. Identify, check and follow up unconfirmed bookings in the booking system

KA6. The importance of intelligent and appropriate up-selling, room/product rates, added value, rate negotiation limits and yield management and how these apply to our work role

KA6. The importance of intelligent and appropriate up-selling, room/product rates, added value, rate negotiation limits and yield management and how these apply to our work role

KA7. What over booking is, how to deal with this and why it happens

KA7. What over booking is, how to deal with this and why it happens

KA10. Confirm, cancel and amend bookings

KA10. Confirm, cancel and amend bookings

KA13. Why it is essential to follow up unconfirmed bookings

KA13. Why it is essential to follow up unconfirmed bookings

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Indian QP Title Front Office Associate UK Qualification Diploma in Front of House Reception (QCF)

Indian QP Code THC/Q0102 UK Qualification Code 600/3800/7

Indian NOS Code THC/N0109 UK NOS Code PPL2FOH2

Indian NOS Follow check-in procedure and allot room UK NOS Deal with the arrival of

customers

Scope

This unit/task covers the following: • Check for guest roompreference and/orreservation details• Allot the room as perguest preference• Handle upgrade,downgrade and emergencysituations• Achieve productivitystandards

Overview

This standard is about how you • deal with the arrival ofcustomers

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Competency Mapping

Performance Criteria - Indian NOS Performance Criteria - UK NOS Gaps in Indian NOS

PC1. interact with guest and identify the room preference based on type of room, room rate, days of stay, number of guests, gender of the guest, room view

PC1. Identify correctly customer requirements

None PC2. Retrieve any customer booking details from the booking system and check them with the customer None KA2. Your organisation's booking procedures, and why it is important to follow these correctly None KA3. Your organisation's checking in procedures, and why it is important to follow these correctly including self-service check in where available None KA10. Why it is important to correctly identify customer requirements None

PC2. make note of any special request from guest, e.g., related to disability, non-smoking

PC1. Identify correctly customer requirements

None KA2. Your organisation's booking procedures, and why it is important to follow these correctly None KA3. Your organisation's checking in procedures, and why it is important to follow these correctly including self-service check in where available None KA10. Why it is important to correctly identify customer requirements None

PC3. cross check the reservation details with the guest

PC2. Retrieve any customer booking details from the booking system and check them with the customer None KA2. Your organisation's booking procedures, and why it is important to follow these correctly None

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KA3. Your organisation's checking in procedures, and why it is important to follow these correctly including self-service check in where available None

PC4. suggest related-product sale that may revenue to the company

PC7. Promote the services and facilities of your organisation where appropriate None KA2. Your organisation's booking procedures, and why it is important to follow these correctly None KA3. Your organisation's checking in procedures, and why it is important to follow these correctly including self-service check in where available None KA10. Why it is important to correctly identify customer requirements None KA13. Your organisation’s procedures on customers negotiating the rates upon arrival None

PC5. negotiate with guest when on discount requests

KA2. Your organisation's booking procedures, and why it is important to follow these correctly None KA13. Your organisation’s procedures on customers negotiating the rates upon arrival None

PC6. offer discounts within the limit advised by management, to retain the guest

PC6. Give accurate information which meets customer needs

None KA2. Your organisation's booking procedures, and why it is important to follow these correctly None KA13. Your organisation’s procedures on customers negotiating the rates upon arrival None

PC7. decide on discount offers after considering the seasonal occupancy or as per instructions of Reservation Revenue Manager

PC8. Transfer customer details to the relevant department in line with the organisation's procedures

None KA2. Your organisation's booking procedures, and why it is important to follow these correctly None

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KA13. Your organisation’s procedures on customers negotiating the rates upon arrival None

PC8. confirm the type of room, tariff and other agreed details to the guest before allotting the room

PC2. Retrieve any customer booking details from the booking system and check them with the customer None KA2. Your organisation's booking procedures, and why it is important to follow these correctly None KA3. Your organisation's checking in procedures, and why it is important to follow these correctly including self-service check in where available None

PC9. check for availability of room as per guest preference in the system / log in register

PC2. Retrieve any customer booking details from the booking system and check them with the customer None KA2. Your organisation's booking procedures, and why it is important to follow these correctly None KA3. Your organisation's checking in procedures, and why it is important to follow these correctly including self-service check in where available None KA10. Why it is important to correctly identify customer requirements None

PC10. inform walk-in guest about any non-availability of room and inform next time and date of room availability

PC6. Give accurate information which meets customer needs

None KA3. Your organisation's checking in procedures, and why it is important to follow these correctly including self-service check in where available None KA10. Why it is important to correctly identify customer requirements None

PC11. allot the room if it is already blocked for the guest as per reservation status and instructions

PC2. Retrieve any customer booking details from the booking system and check them with the customer None KA2. Your organisation's booking procedures, and why it is important to follow these correctly None

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PC12. check and allot guests in a group in adjacent rooms on same floor


PC13. for the regular guest, check availability and allot room as per preference of the guest

PC2. Retrieve any customer booking details from the booking system and check them with the customer None KA3. Your organisation's checking in procedures, and why it is important to follow these correctly including self-service check in where available None

PC14. allot the room as per company guidelines, e.g., preference to reserved guests

PC9. Protect the confidentiality of customers when issuing keys None KA3. Your organisation's checking in procedures, and why it is important to follow these correctly including self-service check in where available None KA8. Your organisation's procedure for allocation of rooms None KA10. Why it is important to correctly identify customer requirements None

PC15. ensure guests are satisfied with room allocation as per their preference


PC16. inform guest about non availability of the preferred type of room, e.g., because of late check out by the guest

PC3. Offer alternatives for any services that are not available as requested None PC6. Give accurate information which meets customer needs None KA3. Your organisation's checking in procedures, and why it is important to follow these correctly including self-service check in where available None KA5. The types of unexpected situations and problems that may occur when customers arrive, and how to deal with these None

28



PC17. allot alternate room on non-availability of preferred rooms and ensure transfer to the preferred room at the earliest

PC3. Offer alternatives for any services that are not available as requested None KA3. Your organisation's checking in procedures, and why it is important to follow these correctly including self-service check in where available None KA5. The types of unexpected situations and problems that may occur when customers arrive, and how to deal with these None KA10. Why it is important to correctly identify customer requirements None

PC18. upgrade the guest to a superior room type if the requested room is not available

PC3. Offer alternatives for any services that are not available as requested None KA3. Your organisation's checking in procedures, and why it is important to follow these correctly including self-service check in where available None KA5. The types of unexpected situations and problems that may occur when customers arrive, and how to deal with these None KA10. Why it is important to correctly identify customer requirements None

PC19. inform guest on upgrade, reason, facilities in the upgraded room, tariff details

PC2. Retrieve any customer booking details from the booking system and check them with the customer None PC3. Offer alternatives for any services that are not available as requested None PC6. Give accurate information which meets customer needs None KA3. Your organisation's checking in procedures, and why it is important to follow these correctly including self-service check in where available None

PC20. inform guest on any downgrade, reason, tariff and facilities in the room

PC3. Offer alternatives for any services that are not available as requested None

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PC6. Give accurate information which meets customer needs None KA3. Your organisation's checking in procedures, and why it is important to follow these correctly including self-service check in where available None

PC21. allot the room on guest confirmation and transfer when superior room becomes availability

PC3. Offer alternatives for any services that are not available as requested None KA3. Your organisation's checking in procedures, and why it is important to follow these correctly including self-service check in where available None

PC22. handle upgrade and downgrade as per directions of Front Office Manager

PC8. Transfer customer details to the relevant department in line with the organisation's procedures None KA2. Your organisation's booking procedures, and why it is important to follow these correctly None KA3. Your organisation's checking in procedures, and why it is important to follow these correctly including self-service check in where available None KA13. Your organisation’s procedures on customers negotiating the rates upon arrival None

PC23. convert enquiry to sales PC7. Promote the services and facilities of your organisation where appropriate None KA2. Your organisation's booking procedures, and why it is important to follow these correctly None KA3. Your organisation's checking in procedures, and why it is important to follow these correctly including self-service check in where available None

PC24. convince walk in guest to stay in the hotel

PC7. Promote the services and facilities of your organisation where appropriate None KA5. The types of unexpected situations and problems that may occur when customers arrive, and how to deal with these None

30



PC25. book guest reservation / confirmation with minimal discount

KA2. Your organisation's booking procedures, and why it is important to follow these correctly None

PC26. contribute in achieving the hotel’s profit margin and guest occupancy targets

PC7. Promote the services and facilities of your organisation where appropriate None KA13. Your organisation’s procedures on customers negotiating the rates upon arrival None


PC9. Protect the confidentiality of customers when issuing keys

None KA1. Your organisation's standards for customer care and why these are important None KA4. Basic legal requirements relating to accommodation, goods and services for sale None KA6. Why registration documentation must be correctly completed by the customer None

KA2. relevant occupational health and safety requirements applicable in the work place None KA3. organization culture and typical customer profile

PC9. Protect the confidentiality of customers when issuing keys None KA1. Your organisation's standards for customer care and why these are important None KA10. Why it is important to correctly identify customer requirements None

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PC8. Transfer customer details to the relevant department in line with the organisation's procedures None KA1. Your organisation's standards for customer care and why these are important None KA4. Basic legal requirements relating to accommodation, goods and services for sale None

KA5. company’s code of conduct PC3. Offer alternatives for any services that are not available as requested None PC9. Protect the confidentiality of customers when issuing keys None KA1. Your organisation's standards for customer care and why these are important None

KA6. Organisation’s pricing, discount policy

PC3. Offer alternatives for any services that are not available as requested None PC4. Complete the registration document correctly None PC5. Check in your customer accurately and efficiently following all organisational procedures including taking payments where applicable None PC7. Promote the services and facilities of your organisation where appropriate None KA1. Your organisation's standards for customer care and why these are important None

KA7. Organisation’s policy on documentation, reporting, etc.

PC4. Complete the registration document correctly None PC5. Check in your customer accurately and efficiently following all organisational procedures including taking payments where applicable None KA1. Your organisation's standards for customer care and why these are important None KA6. Why registration documentation must be correctly completed by the customer None

32



KA11. What registration information must be obtained, in order to comply with legislation None

KA8. sources for information pertaining to employment terms, entitlements, job role and responsibilities None KA9. reporting structure, inter-dependent functions, lines and procedures in the work area

PC8. Transfer customer details to the relevant department in line with the organisation's procedures None KA1. Your organisation's standards for customer care and why these are important None KA12. Why all correspondence relating to the booking should be available None

Technical Knowledge The user/individual on the job needs to know and understand: KB1. different products / services offered by the hotel None KB2. type of rooms available, the facilities, tariff and other details

PC6. Give accurate information which meets customer needs None

KB3. details of rooms, floors, e.g., rooms with view, smokingallowed floors, roomsaccommodating physically disabledindividuals, etc.


KB4. standard room allocation process followed in the hotel : rooms / floors designated for family, women, executives, bachelors, students, group booking, etc.

PC2. Retrieve any customer booking details from the booking system and check them with the customer

None PC3. Offer alternatives for any services that are not available as requested None KA3. Your organisation's checking in procedures, and why it is important to follow these correctly including self-service check in where available None KA8. Your organisation's procedure for allocation of rooms None

33



KB5. ways of marketing the property: suggestive and up selling the hotel service offerings

PC7. Promote the services and facilities of your organisation where appropriate None KA1. Your organisation's standards for customer care and why these are important None KA3. Your organisation's checking in procedures, and why it is important to follow these correctly including self-service check in where available None

KB6. general occupancy rate in the hotel None KB7. peak season period: day of the week, months of the year, etc. None KB8. discount policy and approval requirement None KB9. pricing for regular guest, affiliated guest, etc.

PC1. Identify correctly customer requirements None PC6. Give accurate information which meets customer needs None

KB10. pricing of room with different meal plans

PC6. Give accurate information which meets customer needs None

KB11. online tie ups of the hotel PC6. Give accurate information which meets customer needs None

KB12. handling hotel management system

PC2. Retrieve any customer booking details from the booking system and check them with the customer None PC4. Complete the registration document correctly None PC5. Check in your customer accurately and efficiently following all organisational procedures including taking payments where applicable None KA2. Your organisation's booking procedures, and why it is important to follow these correctly None KA3. Your organisation's checking in procedures, and why it is important to follow these correctly including self-service check in where available None

34



KA6. Why registration documentation must be correctly completed by the customer None KA12. Why all correspondence relating to the booking should be available None

KB13. operate property management system for check in, check out, room availability, etc.

PC2. Retrieve any customer booking details from the booking system and check them with the customer None PC4. Complete the registration document correctly None PC5. Check in your customer accurately and efficiently following all organisational procedures including taking payments where applicable None KA2. Your organisation's booking procedures, and why it is important to follow these correctly None KA3. Your organisation's checking in procedures, and why it is important to follow these correctly including self-service check in where available None KA6. Why registration documentation must be correctly completed by the customer None KA8. Your organisation's procedure for allocation of rooms None KA11. What registration information must be obtained, in order to comply with legislation None KA12. Why all correspondence relating to the booking should be available None

KB14. upgrading of rooms: procedure and approval required


KB15. downgrading: procedure and handling guests


KB16. maintain guest log with check in and check out details

PC2. Retrieve any customer booking details from the booking system and check them with the customer None KA6. Why registration documentation must be correctly completed by the customer None

35



KA12. Why all correspondence relating to the booking should be available None

KB17. rules and regulations of the hotels (for guests)

KA1. Your organisation's standards for customer care and why these are important None KA4. Basic legal requirements relating to accommodation, goods and services for sale None

KB18. significance of giving attention to details

PC5. Check in your customer accurately and efficiently following all organisational procedures including taking payments where applicable None PC6. Give accurate information which meets customer needs None PC9. Protect the confidentiality of customers when issuing keys None KA6. Why registration documentation must be correctly completed by the customer None KA9. Why it is important to give accurate information to customers None KA12. Why all correspondence relating to the booking should be available None

KB19. permits and checks are required for working on the premises

KA4. Basic legal requirements relating to accommodation, goods and services for sale None

Skills (S) Core Skills/ Generic Skills Reading Skills The user/ individual on the job needs to know and understand how to: SA1. read and interpret instructions, procedures, information and signs in the workplace None SA2. interpret and follow operational instructions and prioritise work None Writing Skills The user/ individual on the job needs to know and understand how to:

36



SA3. complete documentation KA3. Your organisation's checking in procedures, and why it is important to follow these correctly including self-service check in where available None KA11. What registration information must be obtained, in order to comply with legislation None


PC6. Give accurate information which meets customer needs PC3. Offer alternatives for any services that are not available as requested None KA9. Why it is important to give accurate information to customers None

SA5. interact with service providers and colleagues in respectful manner and in line with organizational protocol

PC8. Transfer customer details to the relevant department in line with the organisation's procedures None

SA6. interact in language the guest is comfortable None Professional Skills Customer Centricity The user/ individual on the job needs to know and understand:

SB1. significance of etiquette PC9. Protect the confidentiality of customers when issuing keys None

SB2. importance of being patient and courteous with all types of guests


SB3. being polite and courteous under all circumstances


SB4. develop a rapport with customers and put them at ease



PC3. Offer alternatives for any services that are not available as requested None KA10. Why it is important to correctly identify customer requirements None

SB6. suggest possible solutions to the customer’s problems


37



PC7. Promote the services and facilities of your organisation where appropriate None KA5. The types of unexpected situations and problems that may occur when customers arrive, and how to deal with these None KA10. Why it is important to correctly identify customer requirements None

SB7. manage time and be punctual None SB8. manage distractions and maintain workplace discipline None Analytical Thinking The user/individual on the job needs to know and understand how to: SB9. cheek documents for accuracy of information

KA9. Why it is important to give accurate information to customers None

SB10. undertake on-the-job learning and participate in training and development, interventions and assessments None



PC10. Assist with self-service check in where necessary

PC10. Assist with self-service check in where necessary

38



∗ Note: Just for the purpose of Presentation, only one UK NOS mapping is depicted even though more than one UK NOSs map to one Indian NOS

NOS Mapping Descriptions∗

Indian QP Title Front Office Associate UK Qualification Diploma in Front of House Reception (QCF)


Indian NOS Code THC/N0107 UK NOS Code PPL2FOH11

Indian NOS Attend to guest queries UK NOS Provide tourism information services to customers

Scope

This unit/task covers the following: • Assist the guest on anyrequirement• Respond to guest queries• Deliver message andmaterials to guest• Achieve guest satisfaction

Overview

This standard is about how you • Provide tourisminformation services tocustomers

39


Competency Mapping


PC1. ask for any requirement form guest during check in

PC2. Use open question techniques to identify your customers’ needs None PC5. Confirm with your customer the information they require None KA2. When and how to use open question techniques effectively None KA6. Why it is essential to confirm your customers' needs None

PC2. arrange for materials / consumables as required

PC9. Provide information that is accurate, current and relates to your customer needs None PC12. Offer information and advice on which you think best meets your customers needs where several options are available None

PC3. coordinate with different department such as housekeeping, food & beverage, to fulfil guest requirement

PC9. Provide information that is accurate, current and relates to your customer needs None PC12. Offer information and advice on which you think best meets your customers needs where several options are available None

PC4. inform travel desk on guest requirement such as cab booking, sight-seeing, travel ticket booking, etc.

PC8. Identify sources that provide the information required by your customer None PC9. Provide information that is accurate, current and relates to your customer needs None PC12. Offer information and advice on which you think best meets your customers needs where several options are available None KA8. Where information and sources are available and how you can access them None KA9. What tourism information your organisation possesses and where this is stored None

40

TRANSNATIONAL OCCUPATIONAL STANDARDS FOR TOURISM AND HOSPITALITY Performance Criteria - Indian NOS Performance Criteria - UK NOS Gaps in

Indian NOS KA13. How to access and use a range of different information sources None KA14. A range of other external organisations that provide tourism information and how to contact them None

PC5. ensure the guest are attended at every instance of their request and not ignored

PC7. Focus on your customers' needs while recognising other customers that may be waiting None KA12. How to organise your customers in a manner that ensures all customers will be dealt with effectively None

PC6. answer to guest queries regarding any offerings within the hotel, nearby tourist or office locations, etc.

PC6. Check that the customer is willing to pay for any external tourism information services where applicable None PC9. Provide information that is accurate, current and relates to your customer needs None PC10. Provide relevant information and advice to your customer based on their needs None PC12. Offer information and advice on which you think best meets your customers needs where several options are available None

PC7. assist guests on their query regarding ideal transportation, restaurants in the city, shopping area, etc.

PC6. Check that the customer is willing to pay for any external tourism information services where applicable None PC8. Identify sources that provide the information required by your customer None PC9. Provide information that is accurate, current and relates to your customer needs None PC10. Provide relevant information and advice to your customer based on their needs None

41


Indian NOS PC12. Offer information and advice on which you think best meets your customers needs where several options are available None KA8. Where information and sources are available and how you can access them None KA9. What tourism information your organisation possesses and where this is stored None KA13. How to access and use a range of different information sources None KA14. A range of other external organisations that provide tourism information and how to contact them None

PC8. attend and respond to the clarification requested on operation of any equipment / controls inside the room

PC10. Provide relevant information and advice to your customer based on their needs None

PC9. deliver message (if any) to the guest on time None PC10. inform guest if there are any visitors None PC11. arrange and deliver any materials / consumables requested in the front office None

PC12. ensure that the guest is not left unattended at any point of time

PC7. Focus on your customers' needs while recognising other customers that may be waiting None

PC13. revert to guest on any request on time (turn-around time as per organization guideline)

PC7. Focus on your customers' needs while recognising other customers that may be waiting None PC14. Give the customers written and/or printed confirmation of the information they have sought where appropriate None PC15. Offer alternatives for services that are not available once checked None KA12. How to organise your customers in a manner that ensures all customers will be dealt with None

42


Indian NOS effectively

KA18. What methods are available for providing written or printed information to customers None

PC14. ensure the guest are satisfied all the time

PC5. Confirm with your customer the information they require None PC7. Focus on your customers' needs while recognising other customers that may be waiting None PC13. Confirm politely with your customers that they understand the information and advice you have given them None PC16. Check that the customer is happy with the service you have provided and politely conclude the customer enquiry None KA7. Why it is important to check your customer is happy with your service and how to deal with any dissatisfaction None KA12. How to organise your customers in a manner that ensures all customers will be dealt with effectively None


KA15. Your company's procedures with regard to booking fees, liabilities and billing customers None

KA2. relevant occupational health and safety requirements applicable in the work place None KA3. organization culture and typical customer profile None

43


Indian NOS KA4. company’s service level agreements and policies

PC8. Identify sources that provide the information required by your customer None PC9. Provide information that is accurate, current and relates to your customer needs None PC12. Offer information and advice on which you think best meets your customers needs where several options are available None KA8. Where information and sources are available and how you can access them None KA9. What tourism information your organisation possesses and where this is stored None KA10. Any discounts and/or arrangements your organisation may have negotiated with tourism organisations None KA11. What information is available without charge and what information is available with a charge None KA15. Your company's procedures with regard to booking fees, liabilities and billing customers None

KA5. company’s code of conduct None KA6. sources for information pertaining to employment terms, entitlements, job role and responsibilities

PC8. Identify sources that provide the information required by your customer

None KA8. Where information and sources are available and how you can access them None

KA7. reporting structure, inter-dependent functions, lines and procedures in the work area

KA15. Your company's procedures with regard to booking fees, liabilities and billing customers None KA18. What methods are available for providing written or printed information to customers None

44


Indian NOS KA9. organization quality and hygiene standards policy None KA10. material movement, storage and material return policy

KA10. Any discounts and/or arrangements your organisation may have negotiated with tourism organisations None KA11. What information is available without charge and what information is available with a charge None

Technical Knowledge The user/individual on the job needs to know and understand: KB1. site layout and obstacles PC8. Identify sources that provide

the information required by your customer None KA8. Where information and sources are available and how you can access them None KA9. What tourism information your organisation possesses and where this is stored None

KB2. different products / services offered by the hotel

PC8. Identify sources that provide the information required by your customer None KA8. Where information and sources are available and how you can access them None KA9. What tourism information your organisation possesses and where this is stored None KA10. Any discounts and/or arrangements your organisation may have negotiated with tourism organisations None KA11. What information is available without charge and what information is available with a charge None KA13. How to access and use a range of different information sources None

45


Indian NOS KB3. location of spa, pool, restaurant in the hotel

PC8. Identify sources that provide the information required by your customer None KA8. Where information and sources are available and how you can access them None KA9. What tourism information your organisation possesses and where this is stored None KA13. How to access and use a range of different information sources None KA14. A range of other external organisations that provide tourism information and how to contact them None

KB4. different cuisines offered in the in-house restaurant


KB5. operational hours and details of different services

PC6. Check that the customer is willing to pay for any external tourism information services where applicable None PC8. Identify sources that provide the information required by your customer None KA8. Where information and sources are available and how you can access them None

46


Indian NOS KA9. What tourism information your organisation possesses and where this is stored None KA13. How to access and use a range of different information sources None KA14. A range of other external organisations that provide tourism information and how to contact them None

KB6. accessible and restricted area in the premises

PC8. Identify sources that provide the information required by your customer None PC11. Explain clearly any restrictions with information and/or products and services when appropriate None KA8. Where information and sources are available and how you can access them None KA9. What tourism information your organisation possesses and where this is stored None

KB7. information of local tourist spots

PC8. Identify sources that provide the information required by your customer None KA8. Where information and sources are available and how you can access them None KA9. What tourism information your organisation possesses and where this is stored None KA11. What information is available without charge and what information is available with a charge None KA13. How to access and use a range of different information sources None KA14. A range of other external organisations that provide tourism information and how to contact them None

KB8. information about local transportation options

PC8. Identify sources that provide the information required by your None

47


Indian NOS customer

KA8. Where information and sources are available and how you can access them None KA9. What tourism information your organisation possesses and where this is stored None KA13. How to access and use a range of different information sources None KA14. A range of other external organisations that provide tourism information and how to contact them None

KB9. popular location in the city such as temple, malls, cine complex, shopping area, etc.


KB10. coordinating with appropriate department in the hotel to address guest requirement None KB11. history and information about the city, temple, etc.

PC8. Identify sources that provide the information required by your customer None KA8. Where information and sources are available and how you can access them None KA9. What tourism information your organisation possesses and where this is stored None

48


Indian NOS KB12. operation of different types of door locks


KB13. operation of facilities in the rooms such as TV, AC, etc.


KB14. behavioural etiquette KA12. How to organise your customers in a manner that ensures all customers will be dealt with effectively None KA19. Methods for politely concluding customer interactions None

KB15. personal grooming standards None KB16. levels of personal hygiene required at the workplace and why it is important to maintain them during work None KB17. significance of giving attention to details

PC9. Provide information that is accurate, current and relates to your customer needs None PC11. Explain clearly any restrictions with information and/or products and services when appropriate None PC12. Offer information and advice on which you think best meets your customers needs where several options are available None KA12. How to organise your customers in a manner that ensures all customers will be dealt with None

49


Indian NOS effectively

Skills (S) Reading Skills The user/ individual on the job needs to know and understand how to: SA1. read and interpret instructions, procedures, information and signs in the workplace None SA2. interpret and follow operational instructions and prioritise work None Writing Skills The user/ individual on the job needs to know and understand how to: SA3. complete documentation PC14. Give the customers written

and/or printed confirmation of the information they have sought where appropriate None KA18. What methods are available for providing written or printed information to customers None

Oral Communication (Listening and Speaking skills) The user/individual on the job needs to know and understand how to: SA4. listen without internal talk PC3. Use active listening skills when

identifying your customers needs None KA4. Why using active listening skills is helpful to your customer None KA5. What active listening skills are None

SA5. communicate effectively with guests and respond to their queries

PC3. Use active listening skills when identifying your customers needs None PC4. Make clear any areas you are uncertain of with your customer if appropriate None PC14. Give the customers written and/or printed confirmation of the information they have sought where appropriate None

50


Indian NOS KA16. How to effectively structure advice and what limitations there are to the advice you provide None KA19. Methods for politely concluding customer interactions None

SA6. discuss with front office associate on guest and room details None SA7. communicate with people in respectful form and manner in line with organizational protocol

PC3. Use active listening skills when identifying your customers needs None PC4. Make clear any areas you are uncertain of with your customer if appropriate None PC10. Provide relevant information and advice to your customer based on their needs None PC13. Confirm politely with your customers that they understand the information and advice you have given them None PC14. Give the customers written and/or printed confirmation of the information they have sought where appropriate None PC16. Check that the customer is happy with the service you have provided and politely conclude the customer enquiry None KA12. How to organise your customers in a manner that ensures all customers will be dealt with effectively None KA16. How to effectively structure advice and what limitations there are to the advice you provide None KA19. Methods for politely concluding customer interactions None

Professional Skills Customer Centricity The user/ individual on the job needs to know and understand:

51


Indian NOS SB1. significance of etiquette such as maintaining the appropriate physical distance with guest during conversation, not entering guestroom without permission PC1. Politely welcome customers None

KA1. Why it is important to be helpful and polite None

SB2. importance of being patient and courteous with all types of guests PC1. Politely welcome customers None

PC13. Confirm politely with your customers that they understand the information and advice you have given them None KA1. Why it is important to be helpful and polite None KA7. Why it is important to check your customer is happy with your service and how to deal with any dissatisfaction None KA16. How to effectively structure advice and what limitations there are to the advice you provide None

SB3. being polite and courteous under all circumstances PC1. Politely welcome customers None

PC4. Make clear any areas you are uncertain of with your customer if appropriate None PC13. Confirm politely with your customers that they understand the information and advice you have given them None KA16. How to effectively structure advice and what limitations there are to the advice you provide None KA19. Methods for politely concluding customer interactions None

SB4. develop a rapport with customers

PC5. Confirm with your customer the information they require None PC16. Check that the customer is happy with the service you have provided and politely conclude the customer enquiry None

52


Indian NOS SB5. listen carefully and interpret their requirement

PC3. Use active listening skills when identifying your customers needs None PC5. Confirm with your customer the information they require None KA4. Why using active listening skills is helpful to your customer None KA5. What active listening skills are None KA6. Why it is essential to confirm your customers' needs None

SB6. suggest customer the possible solutions

PC4. Make clear any areas you are uncertain of with your customer if appropriate None PC10. Provide relevant information and advice to your customer based on their needs None PC15. Offer alternatives for services that are not available once checked None KA16. How to effectively structure advice and what limitations there are to the advice you provide None

SB7. keep updates on the tourists spots in the local area

PC9. Provide information that is accurate, current and relates to your customer needs None PC11. Explain clearly any restrictions with information and/or products and services when appropriate None PC12. Offer information and advice on which you think best meets your customers needs where several options are available None KA12. How to organise your customers in a manner that ensures all customers will be dealt with effectively None

SB8. promote ‘Incredible India’ promotions of the Ministry of Tourism, Government of India None SB9. inform about special promotions of the State Government for tourism None

53


Indian NOS

SB10. time management and adhering to work timings, and other organizational policies

PC14. Give the customers written and/or printed confirmation of the information they have sought where appropriate None

SB11. manage distractions to be disciplined at work None Analytical Thinking The user/individual on the job needs to know and understand how to: SB1. participate in on-the-job and other learning, training and development interventions and assessment None SB2. seek to improve and modify own work practices None

KA3. What open questioning techniques are

KA3. What open questioning techniques are

KA17. The relevant parts of the disability discrimination legislation and its implications when giving advice and information to customers

KA17. The relevant parts of the disability discrimination legislation and its implications when giving advice and information to customers

54





UK Qualification Diploma in Front of House Reception (QCF)


Indian NOS Code THC N0110 UK NOS Code PPL2FOH4

Indian NOS Perform cashiering activities UK NOS

Prepare customer accounts and deal with departures

Scope

This unit/task covers the following: • Receive payment methoddetails from guest• Prepare the invoice• Receive the payment• Document and record thedetails

Overview

"This standard is about how you

• Prepare customer accountsand deal with departures."

55

TRANSNATIONAL OCCUPATIONAL STANDARDS FOR TOURISM AND HOSPITALITY Competency Mapping


PC1. seek details of mode of payment (cash, cheque, credit card, etc.)

P9. Check customer account details and request payment as required

None

PC2. seek details of the organization if the payment would be made directly by a corporate entity

None

PC3. inform Front Office Manager about guest from registered or affiliated organizations and seek confirmation

None

PC4. inform guests about any offers (bank card tie ups ensuring discount for guests)

None

PC5. seek details of payment for a group check-in


None

PC6. check if room payment has already been made via online reservation

P2. Record any account adjustments accurately against customer accounts

None

PC7. prepare advance receipt on advance payment by the guest

P1. Enter charges regularly and accurately against customer accounts in the account system

None

P7. Prepare documents and other necessary items before the customer departs

None

P10. Complete documentation and deal with it using the correct account or booking system

None

PC8. receive invoice pertaining to the guest from various facilities or departments such as restaurants, cafeteria, bar / pub, spa, salon, etc.

P3. File and store account documents correctly at all times

None

PC9. ensure guest signature is present on all invoices

None

PC10. attach all invoices to guest primary account


None

56

TRANSNATIONAL OCCUPATIONAL STANDARDS FOR TOURISM AND HOSPITALITY Performance Criteria - Indian NOS Performance Criteria - UK NOS Gaps in Indian

NOS P7. Prepare documents and other necessary items before the customer departs

None

K4. Why customer accounts must be updated regularly with charges and adjustments

None

PC11. ensure all bills are current and updated in the hotel system


None


None


None

K5. Why it is important to give accurate verbal and written information to customers

None

PC12. prepare a master invoice for a group check in


None

PC13. prepare the bill under company name and mention details if the payment is directly done by the corporate entity

P4. Complete customer accounts for the customer

None


None


None

PC14. prepare the invoice as per agreed tariff, applicable discount, applicable taxes, details of customer and other mandatory requirements


None


None


None

57


NOS P10. Complete documentation and deal with it using the correct account or booking system

None

P11. Complete all other procedures for customer departures

None

K3. Your organisation's procedures for customer accounts, and why it is important to follow these

None

PC15. inform guest on the invoices prepared


None

P8. Present the account to the customer for confirmation

None


None


None

K12. Why details of any extra charges should be available to the customer

None

PC16. confirm and get a clearance from the guest on details of billing


None


None


None


None

PC17. receive the payment from guest


None

P9. Check customer account details and request payment as

None

58


NOS required

PC18. check the authenticity of currency notes (during cash payment)

None

PC19. handle credit / debit cards in front of the guest and return the card after the transaction


None

PC20. inform guest about any failed transaction and get confirmation for further swiping of the card

None

PC21. receive guest signature on the payment advice document (customer and merchant copy)


None


None

PC22. follow company guidelines on mode of payment (accept foreign currency if approved by hotel / direct guest for foreign exchange desk)


None

PC23. ensure the entire payment is settled after deduction of advance and discount


None


None


None

None

PC24. receive guest signature on the invoice (customer and merchant copy) on payment


None


None

59


NOS K12. Why details of any extra charges should be available to the customer

None

PC25. give the guest a copy of the invoice in the hotel envelope


None


P13. Promote establishment services and facilities as appropriate

K10. Your organisation's procedures for customer departures

None

PC26. document the payment details in the hotel system as per procedure


None


None


None

PC27. close the guest account on payment of dues


None

PC28. record all transaction of the front desk office

P12. Record customer comments, complaints and suggestions and feed them back to the appropriate person or department

None

P14. Offer to deal with and organise any future booking requirements.

None


None

PC29. do daily accounts tally of cash at vault and reconcile

None

60


NOS Knowledge and Understanding (K)

Organizational Context (Knowledge of the company / organization and its processes) The user/individual on the job needs to know and understand:

KA1. legislation, standards, policies, and procedures followed in the company relevant to own employment and performance conditions

K2. Basic legal requirements relating to preparing and maintaining customer accounts

None


None

K6. Why customer accounts must be secured from unauthorised access

None

K8. Basic legal requirements relating to accommodation, goods and services for sale

None

KA2. organization culture and typical customer profile

P5. Follow organisational confidentiality procedures when dealing customers accounts

None


None


None


None



None

61


NOS P14. Offer to deal with and organise any future booking requirements.

None


None


None

KA4. company’s code of conduct


None


None

K1. Your organisation's standards for customer care, and why it is important to follow these

None


None


None

KA5. sources for information pertaining to employment terms, entitlements, job role and responsibilities

None

KA6. reporting structure, inter-dependent functions, lines and procedures in the

K1. Your organisation's standards for customer care, and why it is important to follow these

None


None

KA7. work area None

KA8. organization quality and hygiene standards policy


None

62


NOS K8. Basic legal requirements relating to accommodation, goods and services for sale

None

KA9. material movement, storage and material return policy, lost and found process

None

Technical Knowledge The user/individual on the job needs to know and understand:

KB1. site layout and obstacles None

KB2. different products / services offered by the hotel

None

KB3. type of rooms available, the facilities and other details

None

KB4. tariff rates of different types of rooms and facilities in the hotel

None

KB5. discount limits and approval requirement

None

KB6. basic accounting principles


None


None


None

KB7. details of different types of taxes (VAT, Service tax, etc.)


None


None


None

63


NOS KB8. complementary and billable services available


None


None


None


None

KB9. different types of payment methods

None

KB10. handling cash chest / vault None

KB11. maintain daily cash and reconciliation of transaction


None

KB12. handling card swiping machine

None

KB13. differentiate fake and original currency notes

None

KB14. preparation of invoice in the computer system


None


None

KB15. preparation of bills taking into consideration all expenses incurred by guest


None


None


K14. Opportunities to promote the organisation when the

64


NOS customer is leaving

KB16. billing requirement for billable to company, group booking, etc.

None

KB17. safety procedures to be followed while handling cash

K9. Safe and hygienic working practices when dealing with the departure of customers

None

KB18. offers, discounts, tie ups with bank cards, etc.

None

KB19. what permits and checks are required for working on the premises


None


None


None

Skills

Core Skills/ Generic Skills Reading Skills The user/ individual on the job needs to know and understand how to: SA1. read and interpret instructions, procedures, information and signs in the workplace


None

SA2. interpret and follow operational instructions and prioritise work

None

Writing Skills The user/ individual on the job needs to know and understand how to: SA3. complete documentation P3. File and store account

documents correctly at all times None

65


NOS P12. Record customer comments, complaints and suggestions and feed them back to the appropriate person or department

None


None


None

K11. Why complaints, comments and suggestions should be recorded and fed back to the appropriate person/department

None

SA4. preparing invoices and filling business forms


None


None


None

K5. Why it is important to give accurate verbal and written information to customers

None


P6. Greet and deal with customers in a polite, welcoming and efficient way

None


None


None

66


NOS K7. The types of unexpected situations and problems that may occur with customer accounts, and how to deal with these correctly

None


None

SA2. discuss with colleagues on guest and room details


None


None

SA3. communicate in line with established organizational standards


None


None


None


None

P15. Once all the departure procedures have been completed wish the customer a pleasant onward journey in a way that projects a positive and polite image

None


None


None

67


NOS Professional Skills Customer Centricity The user/ individual on the job needs to know and understand:

SB1. importance of personal grooming

None

SB2. significance of etiquette P6. Greet and deal with customers in a polite, welcoming and efficient way

None


None

SB3. importance of being patient and courteous with all types of guests


None

SB4. being polite and courteous under all circumstances

P6. Greet and deal with customers in a polite, welcoming and efficient way

None


None

SB5. handle guest document and details for recording and return to them as per procedure


None


None


None

68


NOS SB6. develop a rapport with customers

None


None

SB8. resolve billing related queries or disputes amicably


None


None


None

K7. The types of unexpected situations and problems that may occur with customer accounts, and how to deal with these correctly

None

Analytical ThinkingThe user/individual on the job needs to know and understand how to: SB1. participate in on-the-job and other learning, training and development interventions and assessment

None


K9. Safe and hygienic working practices when dealing with the departure of customers

None

SB3. count currency notes swiftly without making guest wait

None

SB4. calculate the room rates at different discount rates during negotiation


None

SB5. calculate and sum up different bills submitted and balance return


None

SB6. calculate applicable taxes K7. The types of unexpected situations and problems that may occur with customer accounts,

None

69


NOS and how to deal with these correctly

Critical Thinking The user/ individual on the job needs to know and understand: SB7. acceptable foreign exchange, e.g., convertible versus non-convertible


None


None

SB8. rules and regulations for accepting or dispensing foreign exchange, e.g., under FEMA


None


None

SB9. standards of maintenance of records of all foreign exchange transactions


None


None


None

SB10. RBI reporting rules and standards


None


None

SB11. how to operate computer and use basic application


None

SB12. how to prepare documents, invoice using system


None

70


NOS P10. Complete documentation and deal with it using the correct account or booking system

None

SB13. how to use point-of-sale scanner for retail products’ sale


None

SB14. how to record all transaction in the hospitality/ property management system

P1. Enter charges regularly and accurately against customer accounts in the account system

None


None


None


None

71

TRANSNATIONAL OCCUPATIONAL STANDARDS FOR TOURISM AND HOSPITALITY Section II: Compares the competencies in Indian NOS with those of UK NOS.



UK Qualification


Indian QP Code THC/Q0102

UK Qualification Code

600/3800/7

Indian NOS Code THC N9901 UK NOS Code PPL1GEN4

Indian NOS Communicate with customer and colleagues

UK NOS Work effectively as part of a hospitality team

Scope

This unit/task covers the following: • Interact withsuperior• Communicate withcolleagues • Communicateeffectively withcustomers

Overview

This standard is about making a useful contribution to the work of a team, i.e. the people you work with. `Team' includes your line manager or supervisor as well as other people in your team working at the same level as yourself. The standard includes accurately following instructions; working on time; helping others when they need help; communicating with the people you work with; getting feedback on what you do well and where you could improve and continuing to learn

72


Competency Mapping

Performance Criteria - Indian NOS Performance Criteria - UK NOS

Gaps in Indian NOS

PC1. receive job order and instructions from reporting superior

P1Ensure you understand the requirements of the work

None

K1Why it is essential to understand the requirements of the work

None

PC2. understand the work output requirements, targets, performance indicators and incentives


None

P2Ask questions about things you do not understand

None

P6Ask for help or support from the relevant person if you need it

None


None

When to ask for help and who you can ask

None

K12The limits of your job role and what you can and cannot do when helping team members

None

PC3. deliver quality work on time and report any anticipated reasons for delays

P3Accurately follow instructions

None

P4Take ownership for completing required tasks to the agreed level

None

and develop yourself.

73

TRANSNATIONAL OCCUPATIONAL STANDARDS FOR TOURISM AND HOSPITALITY Performance Criteria - Indian NOS Performance Criteria - UK

NOS Gaps in Indian NOS

PC4. escalate unresolved problems or complaints to the relevant senior

None

PC5. communicate maintenance and repair schedule proactively to the superior

None

PC6. receive feedback on work standards


None

P13Seek feedback on your work, receive and deal with this feedback positively

None

P14Identify, with the relevant person, aspects of your work which are up to standard and areas that you could improve

None

P15Agree what you have to do to improve your work

None


None

K18How to get feedback and how this can help you

None

PC7. document the completed work schedule and handover to the superior


None

PC8. exhibit trust, support and respect to all the colleagues in the workplace

P7Work effectively with team members

None

K10How to maintain good working relationships and co-operate with team members

None

74



K14The types of positive behaviour that help the team to work well and the types that do not

None

PC9. aim to achieve smooth workflow


None


None


None

PC10. help and assist colleagues with information and knowledge

P8Give team members help when they ask for it within the limits of your job role and if does not prevent you from completing your own work on time

None

P9Pass on important information to team members as soon as possible

None

P10Maintain good working relationships with team members

None

K13What could be important information that needs to be passed on to a team member and why you need to pass it on as soon as possible

None

PC11. seek assistance from the colleagues when required


None

P7Work effectively with None

75



team members


None

PC12. identify the potential and existing conflicts with the colleagues and resolve

P11Report any problems with working relationships to the relevant person

None


None

K11How to determine if helping a team member will prevent you from completing your own work on time

None

K15When, how and why you should report any problems with working relationships

None

PC13. pass on essential information to other colleagues on timely basis


None


None


None

76



PC14. maintain the etiquette, use polite language, demonstrate responsible and disciplined behaviours to the colleagues


None

PC15. interact with colleagues from different functions clearly and effectively on all aspects to carry out the work among the team and understand the nature of their work


None


None


None

K8The people in your team and how they fit into the organisation

None

K16How to communicate clearly and why it is important

None

PC16. put team over individual goals and multi task or share work where necessary supporting the colleagues


None


None


None


None

77



PC17. highlight any errors of colleagues, help to rectify and ensure quality output


None


None

PC18. work with cooperation, coordination, communication and collaboration, with shared goals and supporting each other’s performance


None


None


None


None

K3How to make the most efficient use of your time and avoid things that may unnecessarily disrupt it

None


None

PC19. ask more questions to the customers and identify their needs


None

78



PC20. possess strong knowledge on the product, services and market

P5Keep everything you need for your work organised and available

PC21. brief the customers clearly None

PC22. communicate with the customers in a polite, professional and friendly manner

None

PC23. build effective but impersonal relationship with the customers

None

PC24. ensure the appropriate language and tone are used to the customers

None

PC25. listen actively in a two way communication

None

PC26. be sensitive to the gender, cultural and social differences such as modes of greeting, formality, etc.

None

PC27. understand the customer expectations correctly and provide the appropriate products and services

None

PC28. understand the customer dissatisfaction and address to their complaints effectively

None

PC29. maintain a positive, sensible and cooperative manner all time

None

PC30. ensure to maintain a proper body language, dress code, gestures and etiquettes towards the customers

None

PC31. avoid interrupting the customers while they talk

None

PC32. ensure to avoid negative questions and statements to the customers

None

79



PC33. inform the customers on any issues or problems before hand and also on the developments involving them

None

PC34. ensure to respond back to the customer immediately for their voice messages, e-mails, etc.

None

PC35. develop good rapport with the customers and promote suitable products and services

None

PC36. seek feedback from the customers on their understanding to what was discussed

P13Seek feedback on your work, receive and deal with this feedback positively

None

PC37. explain the terms and conditions clearly

None

Knowledge and Understanding (K)

Organizational Context (Knowledge of the company / organization and its processes) KA1. company’s policies on personnel management, effective team work at workplace

P17Review and develop your plan

None

KA2. company’s Human Resources policies

P17Review and develop your plan

None


None

K9The responsibilities of the team and why it is important to the organisation as a whole

None


None

80



KA3. company’s reporting structure When to ask for help and who you can ask

None


None


None


None

KA4. company’s documentation policy

None

KA5. company’s customer profile None

Technical Knowledge The user/individual on the job needs to know and understand: KB1. methods for effective communication with various categories of people and the different departments in the organization

P12Communicate clearly and effectively with team members

None


K4The benefits of keeping everything you need for your work organised and available

KB2. significance of team coordination and productivity targets of the organisation

K2The benefits to you and your team of planning and organising your work

None

81



K7Why effective teamwork is important

None


None

K19How a development plan should help to improve your work

None

KB3. how to record the job activity as required on various types of documents

None

KB4. how to use computer or smart phone to communicate effectively and productively

None

KB5. significance of helping colleagues with specific issues and problems

None

KB6. importance of meeting quality and time standards as a team

K17Why it is important to improve your knowledge and skills

KB7. how to practice effective listening


None

KB8. communicate effectively with customers


None

KB9. effective use of voice tone and pitch for communication


None

82



KB10. how to demonstrate ethics and convey discipline to the customers

None

KB11. how to build effective working relationship with mutual trust and respect within the team


K20Why it is important to review your development plan regularly

KB12. importance of dealing with grievances effectively and in time


None

Skills (S)

Core Skills/ Generic Skills-The user/ individual on the job needs to know and understand how to: SA1. read job sheets, company policy documents and information displayed at the workplace


None


None

SA2. read notes/comments from the supervisor

None

Writing Skills The user/ individual on the job needs to know and understand how to: SA3. fill up documentation pertaining to job requirement

None

Oral Communication (Listening and Speaking skills) The user/ individual on the job needs to know and understand how to: SA4. interact with team members to work efficiently

None

83



SA5. communicate effectively with superior to achieve smooth workflow


None


None


None

SA6. communicate effectively with the customers to build a good rapport with them

None

SA7. use language that the customer or colleague understands


None

SA8. use the communications systems of the company, e.g., telephone, fax, public announcement systems

None

SA9. E-mail and use Internet for communicating

None

SA10. use of audio-visual aids to communicate complex issues

None

Professional Skills Decision Making The user/ individual on the job needs to know and understand how to: SB1. spot and communicate potential areas of disruptions to work process and report the same

None

SB2. report to supervisor and deal with a colleague individually, depending on the type of concern


None


None

84




None

Problem Solving The user/ individual on the job needs to know and understand how to: SB1. coordinate with different departments and multi-task as necessary


None

SB2. contribute to quality of team work and achieve smooth workflow

None

SB3. share work load as required P6Ask for help or support from the relevant person if you need it

None


None

SB4. delegate work in consultation with superior or as necessary instead of allowing work to pile up


None


None


None


None

Critical Thinking The user/ individual on the job needs to know and understand how to:

85



SB1. improve work processes by interacting with others and adopting best practices


None


None

P16Agree a development plan with the relevant person

None

K2The benefits to you and your team of planning and organising your work

None


None


None

K19How a development plan should help to improve your work

None

SB2. resolve recurring inter-personal conflicts

None

86



∗ Note: Just for the purpose of this Presentation, only one UK NOS mapping is depicted even though more than one UK NOS map to one Indian NOS.

NOS Mapping Descriptions ∗


UK Qualification




600/3800/7

Indian NOS Code THC N9903 UK NOS Code

PPL1GEN3

Indian NOS Maintain standard of etiquette and hospitable conduct

UK NOS Maintain customer care

Scope

"This unit/task covers the following: • Follow behavioural,personal andtelephone etiquettes• Treat customerswith high degree of respect and professionalism • Achieve customersatisfaction"

Overview

This standard is about providing a good level of service to your customers and helping to deal with any problems they may have.

87


Competency Mapping


Gaps in Indian NOS

PC1. greet the customers with a handshake or appropriate gesture based on the type of customer on their arrival

P2Establish and maintain a professional and polite relationship with the customer

None

P9Acknowledge the customer's problem and apologise for any inconvenience

None

K7How to help your customer feel welcome and at ease

None

PC2. welcome the customers with a smile P2Establish and maintain a professional and polite relationship with the customer

None

K5How to make a good first impression to the customer and why this is important

None


None

PC3. ensure to maintain eye contact P10Reassure them that it will be dealt with by the appropriate person

None


None


None

88



K 13How to be polite and helpful to customers and behave in a way that makes them feel valued

None

K15Why it is important to acknowledge and apologise

None

PC4. address the customers in a respectable manner


None


None

K2The importance of good customer care to you and your organisation

None


None


None


None

PC5. do not eat or chew while talking P2Establish and maintain a professional and polite relationship with the customer

None

PC6. use their names as many times as possible during the conversation


None


None

89




None

PC7. ensure not to be too loud while talking

None

PC8. maintain fair and high standards of practice

P6Give the customer the information they need without giving them any confidential information

None

K11How to behave with customers when you are providing a service

None

PC9. ensure to offer transparent prices None

PC10. maintain proper books of accounts for payment due and received

None

PC11. answer the telephone quickly and respond back to mails faster

None

PC12. ensure not to argue with the customer


None

None

PC13. listen attentively and answer back politely

P11Deal with the customer's problem quickly and calmly, following the correct organisational procedures

None


None

90



PC14. maintain personal integrity and ethical behaviour


None


None

PC15. dress professionally P11Deal with the customer's problem quickly and calmly, following the correct organisational procedures

None


None

PC16. deliver positive attitude to work None

PC17. maintain well groomed personality P1Follow your organisation's procedures for dress and appearance

None


None

PC18. achieve punctuality and body language

None

PC19. maintain the social and telephonic etiquette

None

PC20. provide small gifts as token of appreciation and thanks giving to the customer


None

PC21. use appropriate tone, pitch and language to convey politeness, assertiveness, care and professionalism


None

91




None


None


None


None

PC22. demonstrate responsible and disciplined behaviours at the workplace

P3Maintain focus on the customer and their needs

None


None


None


None


None


None

92



PC23. escalate grievances and problems to appropriate authority as per procedure to resolve them and avoid conflict

P 4Deal with customer requests according to your organisation's service procedures

None

P8Recognise when something is a problem from the customer's point of view

None


None

P12If you cannot deal with the problem yourself, report to an appropriate member of staff for help

None

K21How reporting customer problems can help to improve customer care in the future

None

PC24. use appropriate titles and terms of respect to the customers


None

PC25. use polite language P2Establish and maintain a professional and polite relationship with the customer

None

PC26. maintain professionalism and procedures to handle customer grievances and complaints


None

93




None

P13Let the guest know what is happening

None

P14Ensure the problem has been dealt with

None


None

K14Why it is important to see the problem from the customer's point of view

None


None

PC27. offer friendly, courteous and hospitable service and assistance to the customer upholding levels and responsibility


None

P5 Deal with any additional needs they may have

None

P7Provide the service correctly and check that the customer is satisfied or if you may help them in any other way

None


None

94



K8Routine and special requests that customers may have and how to deal with these

None


None


None

PC28. provide assistance to the customers maintaining positive sincere attitude and etiquette


None


None


None


None


None


None


None

95



PC29. provide special attention to the customer at all time


None


None

K6Why it is important to maintain your focus on the customer and their needs

None


None


None

PC30. achieve 100% customer satisfaction on a scale of standard


None


None

K12Why it is important to find out if you can assist the customer further

None

K20Why it is important to make sure the customer is satisfied with what you have done

None

PC31. gain customer loyalty K3The importance of brand /organisational values and guidelines and how to represent them

None

96




None


None


None


None

PC32. enhance brand value of company P 4Deal with customer requests according to your organisation's service procedures

None

K3The importance of brand /organisational values and guidelines and how to represent them

None


None


None


None


Organizational Context (Knowledge of the company / organization and its processes)The user/individual on the job needs to know and understand:

97



KA1. company’s policies on behavioural etiquette and professionalism


None


None


None


None


None

K1Your organisation's procedures for customer care and how to put these into practice

None

K4Your organisation's procedures for dress and appearance and why these are important

None

K10The types of information you should not give to customers

None

98



K18Situations where it is important to explain to the customer what has caused their problem

None

KA2. company’s Human Resources policies K4Your organisation's procedures for dress and appearance and why these are important

None

KA3. company’s reporting structure None

KA4. company’s documentation policy K21How reporting customer problems can help to improve customer care in the future

None

KA5. company’s customer profile K1Your organisation's procedures for customer care and how to put these into practice

None

Technical KnowledgeThe user/individual on the job needs to know and understand:

KB1. significance of professional and polite etiquette and behaviour


None


None

KB2. the need and reason for achieving customer satisfaction


None


None

99




None

KB3. procedural behavioural patterns framed by the organisation


None


None


None

P10Reassure them that it will be dealt with by the appropriate person

None


None


None


None


None


None

100




None

KB4. methods for gaining customer satisfaction


None

KB5. standard operating procedure and service quality standards


None


None


None


None


None


None


None

101



K4Your organisation's procedures for dress and appearance and why these are important

None


None


None


None

KB6. measure of customer satisfaction K20Why it is important to make sure the customer is satisfied with what you have done

None

KB7. significance of brand enhancement via word-of-mouth


None


None


None


None


None

102




None


None

KB8. the hospitality and tourism environment


None

KB9. company’s growth strategy and productivity targets


None


None


None

Skills (S)

Core Skills/ Generic Skills Reading Skills The individual on the job needs to know and understand: SA1. how to read job sheets, company policy documents and information displayed at the workplace

None

SA2. how to read notes and comments from the supervisor or customer


None

103



K16The types of problems that customers may have and how to deal with these yourself

K9The types of questions that customers may have and how to answer these


None

Writing Skills The individual on the job needs to know and understand:

SA3. how to fill up documentation pertaining to job requirement

None

Oral Communication (Listening and Speaking skills) The individual on the job needs to know and understand:

None

SA4. how to interact with team members to work efficiently


None

SA5. how to communicate effectively with the customers by building a rapport with them and maintaining the etiquette


None


None


None

104




None

K19Why it is important to let the customer know what is happening to solve their problem

None

SA6. how to avoid ‘Self Reference Criterion’ effect while interacting with guests

None

Professional Skills-Decision Making The user/ individual on the job needs to know and understand: SB1. how to spot and report potential areas of disruption to work process


None


None


None

SB2. how to address the complaints and handle dissatisfied customers


None

P10Reassure them that it will be dealt with by the appropriate person

None


None

105




None

K19Why it is important to let the customer know what is happening to solve their problem

None

Problem Solving The user/ individual on the job needs to know and understand:

SB1. how to coordinate with different departments to achieve smooth workflow


None

K17The types of customer problems that you should pass on to another member of staff and who this should be

None

SB2. contribution to quality of customer satisfaction via team work


None


None


None

SB3. how to share work load as required P12If you cannot deal with the problem yourself, report to an appropriate member of staff for help

None

Critical ThinkingThe user/ individual on the job needs to know and understand:

106



SB1. how to improve work processes by interacting with customers


None

K8Routine and special requests that customers may have and how to deal with these

None


None


None

SB2. how to adopt suggested best practices None

SB3. how to resolve recurring inter-personal conflicts

None

SB4. how to address or escalate recurring problems reported by customers


None


None


None


None

107




None

SB5. measure performance against company’s standards

None

SB6. motivate self and colleagues to work effectively given the boundaries of organisational structure, infrastructure and personnel management


None

SB7. use the authority, power and politics issues to serve customer effectively


None

108

TRANSNATIONAL OCCUPATIONAL STANDARDS FOR TOURISM AND HOSPITALITY Section II: Compares the competencies in Indian NOS with those of UK NOS.



UK Qualification




600/3800/7

Indian NOS Code THC N9906 UK NOS Code

PPL2GEN5

Indian NOS Maintain health and hygiene UK NOS

Maintain food safety in a hospitality environment

Scope

"This unit/task covers the following: • Ensure cleanlinessaround workplace inhospitality and touristareas• Follow personalhygiene practices• Take precautionaryhealth measures"

Overview

This standard reflects current food safety guidance in the UK and integrates the key themes of cleaning and preventing contamination. It provides staff with the Knowledge and skills of reviewing hazards and using hazard based procedures to maintain food safety in their department.

109

TRANSNATIONAL OCCUPATIONAL STANDARDS FOR AGRICULTURE SKILL COUNCIL OF INDIA

Competency Mapping


Gaps in Indian NOS

PC1. keep the workplace regularly clean and cleared-off of food waste or other litter

P4. Ensure surfaces and equipment are clean and in good condition

None

PC2. ensure that waste is disposed-off as per prescribed standards or in trash cans earmarked for waste disposal

P7. Dispose of waste promptly, hygienically and appropriately

None

PC3. ensure that the trash cans or waste collection points are cleared everyday


None

PC4. arrange for regular pest control activities at the workplace

P9. Identify, take appropriate action on and report to the appropriate person any signs of pests

None

PC5. to maintain records for cleanliness and maintenance schedule

P8. Identify, take appropriate action on and report to the appropriate person any damage to walls, floors, ceilings, furniture and fittings

None

P10. Keep necessary records accurate and up-to-date

None

PC6. ensure the workplace is well ventilated with fresh air supply

None

PC7. check the air conditioner and other mechanical systems on a regular basis and maintain them well


None

PC8. ensure the workplace is provided with sufficient lighting


None

110



Gaps in Indian NOS

PC9. ensure clean work environment where food is stored, prepared, displayed and served

P3Avoid unsafe behaviour that could contaminate any food or surfaces you are working with

None


None

K1What might happen if significant food safety hazards are not controlled

None

K2The types of significant food safety hazards that you are likely to come across in your department

None

PC10. ensure safe and clean handling and disposal of linen and laundry, storage area, accommodation, public areas, storage areas, garbage areas, etc.


None


None


None


None

PC11. identify and report poor organizational practices with respect to hygiene, food handling, cleaning


None

111



Gaps in Indian NOS


None


None


None

K4How some hazards are more important than others in terms of food safety

None

PC12. ensure adequate supply of cleaning consumables such as equipment, materials, chemicals, liquids

P5. Use clean and suitable cloths and equipment for wiping and cleaning between tasks

None

PC13. ensure to clean the store areas with appropriate materials and procedures


None

PC14. identify the different types of wastes, e.g., liquid, solid, food, non-food, and the ways of handling them for disposal


None

PC15. wash hands on a regular basis P2Wash your hands thoroughly at appropriate times and encourage others to do so

None

K3How these hazards should be controlled by personal hygiene and cleaning

None

112



Gaps in Indian NOS

K9. Why you must wash your hands after going to the toilet; when going into food preparation and cooking areas; after touching raw food and waste and before serving food

None

PC16. ensure to wash hands using suggested material such as soap

P2Wash your hands thoroughly at appropriate times and encourage others to do so

None


None


None

PC17. wash the cups None

PC18. ensure to maintain personal hygiene of daily bath


None

PC19. ensure to maintain dental hygiene in terms of brushing teeth every day

None

PC20. ensure no cross contaminations of items such as linen


None

113



Gaps in Indian NOS


None


None

PC21. report on personal health issues related to injury, food, air and infectious diseases


None

K10. Why it is important not to handle food if you have open wounds and what to do if you have an open wound

None

K11. Why it is important to report illnesses and infections promptly and why stomach illnesses are particularly important

None

PC22. ensure not to go for work if unwell, to avoid the risk of being spread to other people


None


None

114



Gaps in Indian NOS


None

PC23. use a tissue, cover the mouth and turn away from people while sneezing or coughing


None


None

K12. Why it is important to avoid: touching face, nose or mouth; chewing gum; eating; smoking - when you are working with food

None

PC24. wash hands on using these tissues after coughing and sneezing and after using the wastes


None


None


None

PC25. ensure to use single use tissue and dispose these tissues immediately


None

115



Gaps in Indian NOS

PC26. coordinate for the provision of adequate clean drinking water

None

PC27. ensure to get appropriate vaccines regularly

None

PC28. avoid serving adulterated or contaminated food


None


None

PC29. undergo preventive health check-ups at regular intervals

None

PC30. take prompt treatment from the doctor in case of illness

K10. Why it is important not to handle food if you have open wounds and what to do if you have an open wound

None


None

PC31. have a general sense of hygiene and appreciation for cleanliness for the benefit of self and the customers or local community


None


None

116



Gaps in Indian NOS


Organizational Context (Knowledge of the company / organization and its processes) The user/individual on the job needs to know and understand:

KA1. company’s policies on health and hygiene at workplace

P1Wear clean and suitable clothes, including personal protective equipment appropriate to the jobs you are doing

None


None

K8. Why jewellery and accessories can cause food safety hazards

None

KA2. company’s Human Resources policies None

KA3. company’s reporting structure K5Whom you should report to if you believe there are significant food safety hazards

None

KA4. company’s documentation policy P10. Keep necessary records accurate and up-to-date

None

K5Whom you should report to if you believe there are significant food safety hazards

None

KA5. company’s customer profile None

117



Gaps in Indian NOS

Technical Knowledge The user/individual on the job needs to know and understand:

KB1. food safety and hygiene standards as stipulated by FSSAI, HACCP and ISO 22000


None


None


None


None

KB2. health risks to the worker or customer


None


None

KB3. healthy work practices P1Wear clean and suitable clothes, including personal protective equipment appropriate to the jobs you are doing

None


None

118



Gaps in Indian NOS


None


None

KB4. equipment and hand swab tests P4. Ensure surfaces and equipment are clean and in good condition

None

P6. Remove from use any surfaces and equipment that are damaged or have loose parts and report them to the person responsible

None

KB5. internal hygiene-audit tests P10. Keep necessary records accurate and up-to-date

None

KB6. personal protective equipment to be worn and care

P1Wear clean and suitable clothes, including personal protective equipment appropriate to the jobs you are doing

None

K7. What type of clothes are appropriate to different jobs

None

K8. Why jewellery and accessories can cause food safety hazards

None

KB7. purpose and usage of protective gears such as gloves , protective goggles, masks, etc. while working

K6. Why you must wear clean and suitable clothes appropriate to your job

None

K7. What type of clothes are appropriate to different jobs

None

119



Gaps in Indian NOS

KB8. acceptable ventilation standards None

KB9. technical layout standards and placements of equipment

None

KB10. safe disposal methods for waste P7. Dispose of waste promptly, hygienically and appropriately

None

KB11. compliance norms for established health and hygiene procedures at workplace


None


None


None

KB12. safe handling of chemicals None

KB13. standard material handling procedure


None


None

KB14. standard operating procedure (SOP) for maintaining cleanliness and checklists


None

120



Gaps in Indian NOS

KB15. precautionary rules to follow for maintaining health and hygiene


None


None


None


None


None

KB16. municipal or community rules for handling and disposing-off waste

None

Skills (S)

Core Skills/ Generic Skills Reading Skills The user/ individual on the job needs to know and understand how to: SA1. read and interpret relevant organisational policies, procedures and diagrams that identify good health and hygiene practices

None

121



Gaps in Indian NOS

SA2. understand internationally or nationally accepted signage related to hygiene and health

None

SA3. read job sheets, company policy documents and information displayed at the workplace

None

SA4. read notes or comments from the supervisor or customer

None

Writing Skills The user/ individual on the job needs to know and understand how to: SA5. fill up any documentation required to maintain health and hygiene


None


None

Oral Communication (Listening and Speaking skills) The user/ individual on the job needs to know and understand how to:

None

SA6. receive instructions from doctor and supervisor on medical care

None

SA7. verbally report hygiene hazards and poor organisational practice

None

Professional Skills Decision Making The user/ individual on the job needs to know and understand:

122



Gaps in Indian NOS

SB1. how to select appropriate hand tools and personal protection equipment


None

SB2. how to select the cleaning procedures and effective hygiene practices as required


None


None

Critical Thinking The user/ individual on the job needs to know and understand:

SB3. how to use the acids, detergents, lubricants, etc., for cleaning


None


None

SB4. how to use waste disposal equipment at workplace such as large bins, waste disposal stations, and others


None

123


General Note: In the THSC NOS, Range statement is not separated out. It is integrated holistically into the PCs and technical knowledge within the QPs.

Overall the job roles and requisite competencies match well between the UK and Indian NOS. In situations where wording is different careful consideration was given to the competency and if covered in a different language it was identified and marked separately. Both SSCs are happy that an in such cases too, it is an accurate correlation of skills and knowledge underneath the differing wording. The QPs provide a structure which can be mirrored for the most part in NVQ Diplomas from the UK.

There are NOS in the Indian QP which do not map to any NOS within the UK qualification, please see below:

- THC/N9903: Maintain standard of etiquette and hospitable conduct

- THC/N9904: Follow gender and age sensitive service practices

- THC/N9905: Maintain IPR of organisation and customers

- THC/N9909: Learn a foreign or local language(s) including English

These requirements are over and above what is required to achieve the UK Qualification.

124

Documents

Transnational Skill Standards Front Office Associate · TRANSNATIONAL OCCUPATIONAL STANDARDS FOR TOURISM AND HOSPITALITY Mapping for Front Office Associate THC/Q0102 with UK Qualification