05 Competency Assessment Tools 5j5k4

RECEIVE AND PROCESS RESERVATIONS

Module Title

RECEIVING AND PROCESSING RESERVATIONS Written Test

Ways in which evidence will be collected: [tick the column]

Oral Questioning

Unit of Competency

Demonstration

EVIDENCE PLAN

The evidence must show that the candidate… 

Determines the availability of the reservation and advised the customer accordingly.

X

X

X

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Demonstrates ability to offer alternatives according to guest needs.*

X

X

X

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Responds to inquiries regarding rates and other product features according to established procedures.

X

X

X

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Records customer details completely and accurately against his/her booking in a manner which ensures correct interpretation by others who may access the reservation details.

X

X

X

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Checks customer profile or history, if available, and uses information to assist in making the reservation and to enhance customer service.

X

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Demonstrates ability to record, confirm and file customer details including special requests or requirements in accordance with established systems and procedures.*

X

X

X

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Confirms all details of customer bookings to the customer and ensures that he/she understands and agrees to all details.*

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Files reservations in a manner which ensures easy access by others and in accordance with established procedures

X

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Prepares documents and other materials and issues the same to the customer in accordance with the requirements of the specific reservation.

X

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Updates financial status of the reservation accurately in accordance with established procedures.

X

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Receives, processes and records amendments or cancellations of reservations in accordance with customer request and established procedures.

X

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Demonstrates ability to advise other departments of the establishment on relevant reservation details.*

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Compiles and provides accurate and relevant reservation statistics to concerned people or departments.

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Demonstrates skills in receiving and processing reservations for multiple product booking according to established procedures.*

NOTE: *Critical aspects of competency Prepared by: Bernard A. Manalo

Date:

X

X

X

X

X

Checked by:

Date:

Demonstration with Questioning Checklist Trainee name: Trainer name:

BERNARD A. MANALO

Qualification:

FOS NC II

Unit of competency:

Receive and Process Reservations

Date of assessment: Time of assessment: Instructions for demonstration Given the necessary tools, the candidate will be able to demonstrate, receiving and processing reservations following standard procedures within 15 minutes.  to show if evidence is demonstrated

DEMONSTRATION

Yes No During the demonstration of skills, did the candidate:  Determine the availability of the reservation and advised the   customer accordingly. 

Offer alternatives, including waitlist options, if requested booking is not available.*



Respond to inquiries regarding rates and other product features  according to established procedures.



Records customer details completely and accurately against his/her booking in a manner which ensures correct  interpretation by others who may access the reservation details.* Records special requests clearly in accordance with established  requirements.* Demonstrates skills in receiving and processing reservations  for multiple product booking according to established procedures.* Confirms all details of customer bookings to the customer and  ensures that he/she understands and agrees to all details.* Demonstrates ability to advise other departments of the  establishment on relevant reservation details.*

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The candidate’s demonstration was: Satisfactory

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Not Satisfactory

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N/A  

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Demonstration with Oral Questioning Checklist (continued) Satisfactory response

Questions The trainee should answer the following questions:

Yes

No

1. Why is it important to determine the date of reservation first?

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2. How do you offer a room when the hotel is already fully-booked on certain dates?

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3. How are you going to use the availability board?

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4. How do you ensure correctness of customer data gathered?

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5. How does the FO clerk make sure that there will be coordination of functions among different hotel units?

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The trainee’s underpinning knowledge was: Satisfactory 

Not Satisfactory

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Not Satisfactory

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to trainee:

The trainee’s overall performance was: Satisfactory  Assessor’s signature:

Date:

Suggested Questions with Answers for Oral Questioning [continued] Questions with Answers

1. Why is it important to determine the date of reservation first?

available

Answer: To make sure that the room being requested is

2. How do you offer a room when the hotel is already fully-booked on certain dates? Answer: offer the waitlist option just in case the guest thinks that it’s ok to be placed on waitlist

3. How are you going to use the availability board? Answer: By looking at the dates and the types of room vis a vis the request of the guest

4. How do you ensure correctness of customer data gathered? Answer: Provide a recap

5. How does the FO clerk make sure that there will be coordination of functions among different hotel units? Answer: By communicating reservation details as well as booking updates to colleagues and other departments

Written Test Multiple Choice Please select the best answer that corresponds to each given item by encircling the letter of your choice. 1. Overbooking is done in most hotels because a. there’s a lapse in judgment on the part of the FO clerk b. there are many tourists in the locality c. there is a drop in sales in the previous months d. there might be no-shows or cancellations to offset 2. This refers to a visual guide that shows the room status. a. Reservation file b. Guest folio c. Availability board d. Confirmation letter 3. The two forms of reservation include: a. manual and computerized b. manual and automatic c. direct and indirect d. face-to-face and via telephone 4. The most important thing to ask at the beginning of a reservation call is a. special request b. billing arrangement c. reservation dates d. amendment on the reservation 5. A guest should be “walked” when:

a. a hotel aggressively overbooks and the guest can no longer be accommodated in the hotel b. the guest needs to exercise due to lack of physical activity c. the guest requests for a tour of the hotel facilities d. the hotel decides not to accept the guest for check in because of a valid suspicion 6. The following are sources of reservation except: a. telephone b. newspaper c. internet d. face-to-face transaction 7. Updating a reservation requires the following except: a. the guest to notify the Reservations Department about the amendment b. the FO clerk to update the reservation accurately and completely c. the FO clerk to charge the guest an additional 50% of the rate for the reserved room d. the FO clerk to advise other departments as needed

8. A standard greeting over the telephone: a. should include the name of the caller b. is best done with a smile c. is skipped when the hotel is too busy d. should be delivered monotonously 9. FIT, in the context of the hotel industry, stands for: a. Free Individual Traveller b. Frequent Indirect Tourist c. Free Internet Technology d. Free Interest Tourism 10. Communicating reservation details to other departments is important because: a. it is the management’s directive b. it will ensure timely coordination of functions/responsibilities c. the FO clerk will have an incentive for doing so d. the FO clerk should report to the Housekeeping Department Manager/Supervisor

Answer Key to Written Test 1. d 2. c 3. a 4. c 5. a 6. b 7. c 8. b 9. a 10.b

Oral Questioning Checklist Trainee name: Trainer name:

BERNARD A. MANALO

Qualification:

FOS NC II

Unit of competency:

Receive and Process Reservations

Date of assessment: Time of assessment: Instructions for Oral Questioning

The candidate will be assessed based on his/her answers to the given questions. The assessor should not deviate from the standard questions provided herein. Oral Questions

Satisfactory response

The trainee should answer the following questions:

Yes

No

1. How is overbooking done?

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2. What is FIT?

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3. How do you read the availability board?

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4. How do you deliver a standard greeting?

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5. Give 3 examples of product (room) information that an FO clerk should know.

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The trainee’s underpinning knowledge was: Satisfactory 

Not Satisfactory

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Not Satisfactory

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to trainee:

The trainee’s overall performance was: Satisfactory  Assessor’s signature:

Date:

The candidate’s responses were: Satisfactory

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Not Satisfactory

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Suggested Questions with Answers for Oral Questioning [continued] Questions with Answers

1. How is overbooking done? Answer: By reserving or booking a room beyond the capacity of the hotel in order to offset instances of no-shows or cancellations

2. What is FIT? Answer: Free Individual Traveller, one who requests for hotel booking without requiring the services of any third party or middleman

3. How do you read the availability board? Answer: By looking at the dates and the types of room vis a vis the request of the guest

4. How do you deliver a standard greeting? Answer: Make sure that the following are considered: the FO clerk’s smile; the FO clerk’s name; offering assistance; saying “thank you for calling (the name of the hotel)” if on the phone or “welcome to (the name of the hotel)” if face-to-face; the name of the department if on the phone

5. Give 3 examples of product (room) information that an FO clerk should know. Answer: room amenities, room rate, room type

Table of Specifications

Objectives/ Content Area/Topics

TOTAL

Objectives/ Content Area/Topics

TOTAL

Knowledg e

Comprehensio n

Application

# of items / % of test

5%

5%

10%

20%

10%

30%

40%

10%

10%

20%

40%

15%

25%

60%

100%

TEST ITEM DISTRIBUTION

# of items / % of test

Percent -age

Knowledge

Comprehension

Application

1

1

2

4

20%

2

6

8

40%

2

2

4

8

40%

3

5

12

20

100%

%

Work Related Project Candidate’s : Assessor’s Name : Qualification : Project Units of Competency :  Date of Assessment : Time of Assessment : Instruction for demonstration Given the necessary supplies and materials, the candidate must be able to perform the following task in two (2) hours:  Check ( √ ) to show if evidence is performed

OBSERVATION : Yes    The Candidate’s output was:

□

Satisfactory

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Not Satisfactory

Candidate’s Signature

Date:

Assessor’s Signature

Date:

No

N/A

Specific Instructions for Work Related Project

Answer to Work related Projects

Candidate Portfolio Record Sheet Candidate: Assessor: Competency Standards:

TVET TRAINERS

Unit[s] of Competency:

PLAN TRAINING SESSION

1.1. Identified learner’s training requirements. 1.2. Identified and analysed relevant curriculum documents. 1.3. Identified the current competencies of target group. 1.4. Compared competencies to be attained with the current competencies of the target group. 1.5. Determined and validated the training requirements. 2.1. Prepared plan for series of training session. 2.2. Identified relevant training methods and delivery modes. 2.3. Selected appropriate training methods and delivery modes to adhere the required competencies. 2.4. Identified and organized resources required for the series of training session. 2.5. Identified sequence of training activities. 2.6. Prepared and documented plan for a series of training session. 3.1. Prepared basic instructional materials that are focused on key concepts and ideas related to work activity. 3.2. Identified trainee’s characteristics and needs. 3.3. Selected the appropriate media for the trainees. 3.4. Prepared instructional materials that are clean, legible and appropriate to trainees.

Training Activity Matrix

Developed Instructional Materials

Session Plan

Pre-assessment Result of

Validated Training Requirements

The evidence shows that I ……

Pre-assessment instrument

Type of evidence [insert information in the column]

Related CS and CBC

Item number

Candidate signature:

Date:

Portfolio evaluation form

Candidate name: Assessor name: Competency standards:

TVET TRAINERS

Unit(s) of competency:

PLAN TRAINING SESSION

The evidence provide by the candidate is:

□ valid

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authentic

□ sufficient

□ current

□ recent

The contents of the portfolio provided satisfactory evidence that the candidate

□ consistent Item no(s)

[tick the box]:

1.1. Identified learner’s training requirements. 1.2. Identified and analysed relevant curriculum documents.

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1.3. Identified the current competencies of target group.

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1.4. Compared competencies to be attained with the current competencies of the target group. 1.5. Determined and validated the training requirements.

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2.1. Prepared plan for series of training session.

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2.2. Identified relevant training methods and delivery modes.

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2.3. Selected appropriate training methods and delivery modes to adhere the required competencies. 2.4. Identified and organized resources required for the series of training session. 2.5. Identified sequence of training activities.

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2.6. Prepared and documented plan for a series of training session.

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3.1. Prepared basic instructional materials that are focused on key concepts and ideas related to work activity. 3.2. Identified trainee’s characteristics and needs.

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3.3. Selected the appropriate media for the trainees.

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3.4. Prepared instructional materials that are clean, legible and appropriate to trainees.

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THIRD PARTY REPORT Candidate name: Name of third party:

no.

Position: Relationship with candidate:

□ employer

□ supervisor

□ colleague

□ other

Please specify ________________________________________________ Please do not complete the form if you are a relative, close friend or have a conflict of interest]

Dates the candidate worked with you Competency Standards: Unit of Competency:

From:

To:

TVET TRAINERS

PLAN TRAINING SESSION

The candidate is being assessed against the competency standards for We are seeking your in the judgment of this candidate’s competence. Please answer these questions honestly as a record of the candidate’s performance while working with you. Thank you for your time. Comments regarding candidate performance and experience I can the candidate’s ability to: Yes No (tick the correct response] Not sure

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Check the availability of all resources required for training. Identify alternative resources for contingency measures. Identify and arrange appropriate training locations according to training needs.

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Third party signature: Send to:

Comments to my responses:

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