INSTITUTIONAL ASSESSMENT PLAN

Qualification: FRONT OFFICE SERVICES NC II

Units Of  Receive and Process Reservations

Competencies  Operate a Computerized Reservation System
 Provide Accommodation Reception Services
 Provide Concierge Services
 Conduct Night Audit
 Provide Club Reception Services
 Provide Club Reception Services
Instruction:
 Read each of the questions in the left-hand column of the chart.
 Place a check in the appropriate box opposite each question to
indicate your answer.
CAN I…? YES NO
RECEIVE AND PROCESS RESERVATIONS
Receive Reservation Request
 Acknowledge customer making a reservation using
property standards
 Determine request availability of room *
 Offer alternatives, including waitlist options, if
requested
booking is not available.
 Answer inquiry regarding rates and other product
features accurately *
Record Details of Reservations
 Record complete customer details in the system
accurately *
 Check and use guest profile/history if available in
making the reservation *
 Record special request clearly in accordance with
establishment requirements
 Complete, explain, and confirm reservation details of
customer bookings *
 File reservation according to property standards.
 Prepare and issue documents and other materials to
the customer in accordance with the requirements of
the specific reservation
Qualification: FRONT OFFICE SERVICES NC II

Units Of  Receive and Process Reservations

Competencies  Operate a Computerized Reservation System
 Provide Accommodation Reception Services
 Provide Concierge Services
 Conduct Night Audit
 Provide Club Reception Services
 Provide Club Reception Services
Instruction:
 Read each of the questions in the left-hand column of the chart.
 Place a check in the appropriate box opposite each question to
indicate your answer.
CAN I…? YES NO

Update Reservations
 Record or update reservation payments and deposits of
the reservation accurately in accordance with the
property standards *
 Receive, process, and record amendments and
cancellations of reservations in accordance with
customer request and property standards *
Advise Others On Reservation Details

 Assess level of intoxication of guest in accordance with
industry procedure.
 Analyze and apply procedures carefully and explain
politely to the guest the situation using appropriate
communication skills and in accordance with
Qualification: Housekeeping NC II

Units Of  Provide housekeeping services to guests

Competencies  Clean and prepare rooms for incoming guests
 Provide valet/butler service
 Laundry linen and guest clothes
 Clean public areas, facilities and equipment
 Deal with/Handle intoxicated guests
Instruction:
 Read each of the questions in the left hand column of the chart.
 Place a check in the appropriate box opposite each question to
indicate your answer.
CAN I…? YE NO
S
PROVIDE HOUSEKEEPING TO
GUESTS
 Accept and record guest/staff housekeeping requests
and service delivery in accordance to enterprise policies
and procedure.
 Accept and record guest/staff housekeeping requests
and service delivery in accordance to enterprise policies
and procedure.
 Made apology where a request has arisen from a delayed
delivery of service
 Identify service/item obtained through liaison with other
staff in accordance with enterprise procedures
 Locate and deliver required items to guest room in
accordance with enterprise procedures
 Set up equipment in guest room in accordance with the
request of the guest
 Remove from guest room requested items in accordance
with enterprise procedures.
 Demonstrate to guest the proper use of delivered item to
the guest room
 Select correct cleaning, supplies and equipment required
for servicing rooms and prepared for use
 Identify correctly rooms requiring service based on
information supplied to housekeeping staff.
 Identify correctly rooms requiring
service based on information
supplied to housekeeping staff
Qualification: Housekeeping NC II

Units Of  Provide housekeeping services to guests

Competencies  Clean and prepare rooms for incoming guests
 Provide valet/butler service
 Laundry linen and guest clothes
 Clean public areas, facilities and equipment
 Deal with/Handle intoxicated guests
Instruction:
 Read each of the questions in the left hand column of the chart.
 Place a check in the appropriate box opposite each question to
indicate your answer.
CAN I…? YE NO
S
CLEAN PUBLIC AREAS
 Select equipment according to type of cleaning to be
done
 Select equipment according to type of cleaning to be
done
 Select and prepare suitable dry and wet cleaning agents
and chemicals in accordance with manufacturer’s and
relevant occupational health and safety requirements
 Select and use protective clothing where necessary
 Select and use protective clothing where necessary
 Select appropriate cleaning equipment and chemicals in
accordance with the type of material used
 Apply cleaning technique on furniture and walling
materials in accordance with type of material used.
 Dispose off garbage and use chemicals in accordance
with hygiene, safety and environmental legislation
requirements
 Dispose off garbage and use chemicals in accordance
with hygiene, safety and environmental legislation
requirements
Qualification: Housekeeping NC II

Units Of  Provide housekeeping services to guests

Competencies  Clean and prepare rooms for incoming guests
 Provide valet/butler service
 Laundry linen and guest clothes
 Clean public areas, facilities and equipment
 Deal with/Handle intoxicated guests
Instruction:
 Read each of the questions in the left hand column of the chart.
 Place a check in the appropriate box opposite each question to
indicate your answer.
CAN I…? YE NO
S
SPECIFIC INSTRUCTIONS FOR THE TRAINEES

Qualification FRONT OFFICE SERVICES NC II

PROJECT PERFORM FOS NC II DEMONSTRATIONS PREPARED

PLEASE READ CAREFULLY:

1. You are required to perform traditional bed make up and non-traditional bed
make up with duvet, perform Laundry linen and guest clothes, perform Clean
public areas, facilities and equipment, perform a dialogue on how to deliver
finished laundry guest clothes , bid goodbye, perform room service to guests.
You are given 10 minutes to do each task. You are required to answer the oral
and written tests questions related to the demonstration.

2. The assessment shall be based on the units of competency in the Training

Regulations and the Evidence Plan and shall focus on the following evidence
gathering methods:

 Demonstration with oral questioning

 Interview/Oral Questioning

3. The institutional assessment shall be the responsibility of the panel of

accredited assessors.

4. At the end of the assessment, the panel of accredited assessor shall give you
feedback on the result of assessment. The feedback shall indicate whether
you are:

 COMPETENT
 NOT YET COMPETENT