Ministry of Education Federal TVET Agency Sector: Hotel and Tourism Occupation: Front Office Service Level: I Assessor

s !ac"age
The assessment covers the following units of competence : #$ !rovide %ell&oy'!orter Service ($ !rovide Valet Service
)$ Operate !rivate Automatic %ranc* E+c*ange ,!A%-.

/$ 1$ 3$ 6$ 8$ :$

!rovide Effective 0ustomer Service Apply 2uality Standards 4or" 5it* Ot*ers 7eceive and 7espond to 4or"place 0ommunication 9emonstrate 4or" Values !erform %asic 0omputer Operation

#$ ($ )$ /$ 1$ 3$ 6$

Contents of the Assessors Package: Instructions for t*e competence Assessor Evidence !lan !ro;ect Information or !ro&lem 4or"s*eets, If re<uired &y t*e !erformance 0riteria. Mar"ing s*eet , If re<uired &y t*e practical pro;ect. 9emonstration'O&servation 0*ec"list List of E<uipment= Tools and Materials

Methods of Assessment #$ O&servation'9emonstration 5it* Intervie5 <uestions , if necessary. ($ >no5ledge Test

INSTR CTI!NS "!R T#$ C!MP$T$NC$ ASS$SS!R Occupation %$"!R$ T#$ ASS$SSM$NT #$ Esta&lis* t*e assessment conte+t and purpose of t*e assessment ($ Familiari?e self 5it* t*e <ualification or units of competence to &e assessed Assessment conte+t Assessor s guide Assessment met*ods 7ating s*eets Time limits Evidence to &e collected !erformance 0riteria Assessment and 0ertification arrangements )$ Ensure t*at t*e Assessment 0enter complies 5it* t*e relevant occupational *ealt* and safety re<uirements as: 4ell lig*ted and 5ell ventilated assessment room 7is" areas properly mar"ed /$ Ensure t*at t*e follo5ing assessment resources are availa&le in t*e Assessment 0enter: 0omplete set of safe and functional e<uipment and tools 0omplete set of supplies and materials Assessor s guide and rating s*eets ,Assessment !ac"age. 1$ @otify candidates of any resources t*ey *ave to &ring during t*e assessment !N T#$ &A' !" ASS$SSM$NT #$ 0*ec" t*e attendance of t*e candidates 0*ec" t*e candidates registered num&er Instruct candidates to sign on t*e attendance s*eet 0*ec" accomplis*ed self assessment guide !rovide overvie5 of t*e <ualification to &e assessed refer to ,EOS. ($ Orient t*e candidates ,Time allotment is #1 minutes. e+plain t*e conte+t and purpose of t*e assessment and t*e assessment process e+plain t*e 2ualification or units of competency to &e assessed and t*e evidence to &e collected outline t*e assessment procedures to &e underta"en assess t*e needs of t*e candidates and esta&lis* any allo5a&le ad;ustments in t*e assessment procedure see" feed&ac" regarding t*e candidate s understanding of t*e occupational standard'units of competence &eing assessed= evidence re<uirements and assessment process ma"e all necessary announcement ;ust &efore t*e start of t*e assessment specify t*e do s and don ts inside t*e assessment room )$ Instruct candidates to accomplis* t*e competency assessment agreement /$ !rovide t*e candidates 5it* all materials= tools and e<uipment re<uired to complete t*e tas"s$ Ensure t*at all tools s*ould &e of t*e same "ind and <uality 1$ Administer t*e assessment in accordance 5it* t*e outcomeA&ased assessment met*odology

Bive specific instructions to t*e candidates clearly and slo5ly and provide eac* candidate 5it* a copy of t*e 0andidate Instructions Buide and 4or"s*eets Inform eac* candidate t*at s'*e *as fifteen ()*+ minutes reading time and total of ,,,,,,,hours given under each pro-ect to complete assessment pro;ects$ Ma"e certain t*at t*e candidate fully understands 5*at is e+pected and "no5s t*e time limits allo5ed to finis* eac* assessment pro;ect$ Stay at t*e assessment area during t*e entire duration of t*e assessment activity and o&serve t*e candidate perform t*e tas"s$ In*i&it self from providing any assistance during t*e assessment or indicate in any 5ay 5*et*er t*e candidate is or not performing t*e activity correctly$ Intervene only for safety reasons Implement t*e evidence gat*ering process and ensure its validity= relia&ility= fairness and fle+i&ility Cudge t*e evidence in terms of t*e four dimensions of competency D tas" s"ills= tas" management s"ills= contingency management s"ills and ;o&' role environment s"ills 7ecord details of evidence collected and ma"e ;udgment a&out t*e candidate s competence &ased on t*e evidence and t*e relevant standards re<uired of t*e units of competence Ma"e no alterations'erasures in t*e O&servation 0*ec"list P!ST ASS$SSM$NT #$ !rovide feed&ac" on t*e outcome of t*e assessment process$ T*is includes providing t*e candidate 5it*: clear and constructive feed&ac" on t*e assessment decision Bive t*e candidates your feed&ac" on t*e assessment result$ Feed&ac" s*ould indicate 5*et*er t*e candidate is: 0OM!ETE@T @OT EET 0OM!ETE@T information on 5ays of overcoming any identified gaps in competency revealed &y t*e assessment information on reassessment process= if applica&le ($ !repare t*e necessary assessment reports 7ecord t*e assessment outcome using t*e prescri&ed O&servation 0*ec"list Ma"e sure t*e report or rating s*eets are properly signed &y you and t*e candidate Maintain records of t*e assessment procedures= evidence collected and assessment outcome Endorse assessment results'outcomes to assessment centre manager !repare recommendations for t*e issuance of national certificate' certificate of competence

$.I&$NC$ P/AN Occupation: 2ualification Level Fnit of 0ompetence

"ront !ffice Service I Provide %ell0o12 Porter Service !ractic al assess ment O&servation ' 9emonstration 5t

4ays in 5*ic* evidence 5ill &e collected:

T*e evidence MFST s*o5 t*at t*e candidate: #$ Identify t*e role of a &ell&oyGporter service !resent and apply proper grooming &ased on t*e standard Follo5 enterprise policies and procedures for t*e &ell&oyGporter service$ !ractice proficient communication s"ills in assisting guests ($ Assist guest on Arrival 9emonstrate t*e standard procedure in escorting guests 9emonstrate on *o5 to comply 5it* guest special re<uests$ 9emonstrate t*e standard procedure in moving guest luggage using t*e porter service cart$ )$ Assist guest during departure 9emonstrate in responding guests re<uest 5*en departing or c*ec" out Transport guest luggage in accordance 5it* t*e standard procedure using porter service cart$

Oral 2uestions

X X X X X X X X

>no5ledge Assessment ' 47ITTE@ TEST X X X X X

Sample !ractical !ro;ect # /$.$/ I PR!3$CT )4 Assist guest on ARRI.A/ Instructions4 Follo5ing t*e standard procedure in assisting guest on Arrival= perform t*e follo5ing tas"s: #$ Breet and assist t*e guest$ ($ !rovide porter service and escort guest from *otel lo&&y to *isG*er room using t*e porter service cart$ )$ !resent room facilities and features to t*e guest$ /$ 0omply 5it* t*e guest re<uest$ T*e candidate e+pected to perform &oo"ing guest in a trip$ ,any means of transportation. Time Allocation4 56 Minutes PR!3$CT 54 Assist guest on &$PART R$ Instructions4 Follo5ing t*e standard procedure in assisting guest on 9E!A7TF7E= perform t*e follo5ing tas"s: #$ 7espond to t*e guest telep*one call$ Breet and Assist guest$ ($ !rovide porter service and escort guest from *isG*er room to t*e *otel lo&&y using t*e porter service cart$ )$ Assist Buest in departing from t*e *otel to *isG*er carGtransportation$ Time Allocation4 56 Minutes

Sample 7orksheet ) Task )4 Accomplish the necessar1 data to complete the task4 MAT$RIA/S R$8 ISITI!N "!RM Re9uested 014 IT$M N M%$R # ,,,,,,,,,,,,,,,,,,,,,,,,,, IT$M &$SCRIPTI!N !orterG%ellman 0art 8T' # NIT !c

7e<uested &y: ,Signature. HHHHHHHHHHHHHHHHHHHHH 7e<uested on: ,9ate. HHHHHHHHHHHHHHHHHHHHH

StoresAinAc*arge: ,Signature. HHHHHHHHHHHHHHHHHHHHHHH Issued on: ,9ate. HHHHHHHHHHHHHHHHHHHHHHH

S ::$ST$& ANS7$R "!R PR!3$CT )

#$ Breet and assist t*e guest$ greeting and 5elcoming guests assisting 5it* luggage= including removing luggage from cars= coac*es= ta+is and placing onto porter trolleysGcart opening t*e door escorting or directing guests to reception for c*ec"Ain providing valet par"ing services ($ !rovide porter service and escort guest from *otel lo&&y to *isG*er room using t*e porter service cart$ !rocedure in placing guest luggage in t*e porter service cart: #$ Identify and place t*e &iggest and *eaviest guest luggage$ ($ Identify and place medium 5eig*t and lig*test guest luggage )$ 7ecogni?e guest luggage 5it* F7ABILE sign$ /$ !lace and *ang guest Cac"et and 0oat in t*e porter service cart$ )$ !resent room facilities and features to t*e guest$ c*ec"ing operational readiness of all in room e<uipment= items and facilities e+plaining in room facilities and demonstrating in room features to guests= suc* as lig*ts= television= telep*one= air conditioning= curtains= message systems 5is*ing guests a pleasant stay /$ 0omply 5it* t*e guest re<uest$ T*e candidate e+pected to perform &oo"ing guest in a trip$ ,any means of transportation. En<uire guest on t*e follo5ing information:

a$ &$ c$ d$ e$

9ate and Time of t*e trip !lace of t*e trip Mode of payment ,0redit 0ard= 0as*= Traveller 0*ec"s. If t*ere is special promo= t*at guest 5ants to avail$ 7epeat t*e guest instruction or stated information to avoid &arriers of communication$

!0servation Checklist Candidates Name4 Assessors Name4 !ccupational Standard4 nit of Competenc14 &ate of Assessment4 Time of Assessment4 Instructions for the Assessor O&serve t*e candidate$ 9escri&e t*e assessment activity and t*e date on 5*ic* it 5as underta"en !lace a tic" in t*e &o+ to s*o5 t*at t*e candidate completed eac* aspects of t*e activity to t*e standard e+pected in t*e enterprise$ 0omplete t*e feed&ac" sections of t*e form$ Ees @o Front Office Service Level I All critical core competences

!%S$R.ATI!N &uring the demonstration of skills; did the candidate4 #$ Identify t*e role of a &ell&oyGporter service !resent and apply proper grooming &ased on t*e standard Follo5 enterprise policies and procedures for t*e &ell&oyGporter service$ !ractice proficient communication s"ills in assisting guests ($ Assist guest on Arrival

9emonstrate t*e standard procedure in escorting guests 9emonstrate on *o5 to comply 5it* guest special re<uests$ 9emonstrate t*e standard procedure in moving guest luggage using t*e porter service cart$ )$ Assist guest during departure 9emonstrate in responding guests re<uest 5*en departing or c*ec" out Transport guest luggage in accordance 5it* t*e standard procedure using porter service cart$

@OTE: 0*ec" components for conformance 5it* specifications ,refer to Suggested Answer. The candidates overall performance in the demonstration was4 Competent ,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,, Name and Signature of Assessor C!MP$T$NC' ASS$SSM$NT R$S /TS S MMAR' 0andidate s @ame Assessor s @ame Occupational Standards Assessment 0entre 9ate of Assessment
A< &emonstration=!0servation with Interview 9uestions

Not 'et Competent

!erformance of t*e candidate ,!ls tic".

Satisfactory @ot Satisfactory @ot Applica&le

0ompetencesFnit of

#$ ($ )$ /$ 1$ 3$ 6$

%< >nowledge Test4

Beneral 0omments IStrengt*s ' Improvements neededJ

Recommendation4

For issuance of @20 (Satisfactory in all units of Competence and Knowledge test ) For 7eA assessment For Issuance of 00
0andidate s signature: Assessor s signature: 9ate: 9ate:

/IST !" S PP/I$S ? MAT$RIA/S N!< IT$MS # ( ) / 1 3 6 8 : #K ## #( #) #/ #1 #3 #6 (8 #: (K /IST !" T!!/S AN& $8 IPM$NT N!< IT$MS # %ellmanG!orter 0art ( )

8T'

NIT

SP$CI"ICATI!N

8T' # !c

NIT

SP$CI"ICATI!N Made of Metal and 4ood

/ 1 3 6 8 : #K ## #( #)