Front Desk Service Staff Standard Practices: Overview and Basic Requirements of National Occupational Standards

Front Desk Service Staff Standard Practices

Learning Objectives

1. Be familiar with the basic requirements of the national occupational standards for front-of-house service staff at the primary, intermediate, and advanced levels;

2. Understand the "Golden Key" service concept;

3. Familiar with the main job responsibilities of the hotel front office department;

4. Be proficient in the essential service skills required of front-of-house staff.

Basic Concepts

Front desk staff, Golden Key room reservations, room occupancy rate, double opening rate

National Occupational Standards for Front Desk Attendants

I. Job Overview

(I) Occupational Title

Front-of-house staff.

(II) Occupational Definition

Front desk staff are personnel who provide services such as information, greeting, check-in, and check-out to guests.

(III) Occupational Levels

The national occupational standard for front-of-house service staff has three levels: primary (National Vocational Qualification Level 5), intermediate, and advanced.

(National Vocational Qualification Level 4), Advanced (National Vocational Qualification Level 3).

(iv) Occupational Environment

Front-of-house staff work in indoor or outdoor environments at normal temperatures.

(V) Characteristics of professional abilities

Front-of-house staff should possess excellent verbal communication skills; they should be able to communicate effectively and acquire and understand external information.

Information, analysis and judgment, and quick reaction; accurate application of mathematical calculations; good motor coordination; and rapid response.

Use your eyes, hands, feet and other parts of your body quickly, accurately and flexibly to complete various service operations.

(vi) Training Requirements

1. Training period

Full-time vocational school education is determined based on its training objectives and teaching plan.

Promotion training period: No for beginners

Less than 90 standard class hours; for advanced level, no less than 110 standard class hours.

2. Training teachers

Instructors training entry-level front desk staff should possess an intermediate or higher vocational qualification certificate in this profession; instructors training intermediate and advanced levels...

Teachers for front-of-house service staff should possess an advanced vocational qualification certificate in this profession or an intermediate or higher professional technical title in this field.

Professional qualifications and at least two years of training and teaching experience.

3. Training venue and equipment

Classrooms, simulated service desks, and foyer are equipped with standard supplies and equipment.

(vii) Requirements for Evaluation

1. Applicable Target Audience

People who are engaged in or preparing to engage in this profession.

2. Application Requirements

(1) Elementary Level (one of the following conditions must be met): Completion of formal elementary level training in this occupation for the required number of hours, and obtaining a certificate.

Obtain a graduation (completion) certificate; have completed at least 2 years of continuous on-the-job training in this profession.

(2) Intermediate level (one of the following conditions must be met): After obtaining the primary vocational qualification certificate for this occupation, one must have continuously engaged in this occupation.

Having worked in the industry for more than one year, having completed the required standard hours of formal intermediate-level training in this profession, and having obtained a graduation (completion) certificate;

After obtaining the primary-level vocational qualification certificate for this occupation, one must have worked in this occupation for more than 2 consecutive years; or have worked in this occupation for 3 consecutive years.

More than 1 year; obtained a secondary or higher vocational qualification with intermediate skills as the training objective, as verified and recognized by the labor and social security administrative department.

Graduation certificate for this profession (specialty) from the school.

(3) Advanced (one of the following conditions must be met): After obtaining the intermediate vocational qualification certificate in this occupation, one must have continuously engaged in this occupation.

Having worked in the industry for more than two years, having completed the required standard hours of advanced formal training in this profession, and having obtained a graduation (completion) certificate;

After obtaining the intermediate vocational qualification certificate in this occupation, one must have worked in this occupation for more than 3 consecutive years; or have obtained a senior technical school diploma or other relevant qualifications.

The occupation (specialty) of a senior vocational school that is reviewed and approved by the labor and social security administrative department and whose training objective is advanced skills.

diploma.

3. Identification Method

It is divided into a theoretical knowledge exam and a skills operation assessment.

The theoretical knowledge exam is a closed-book exam; the skills operation exam...

The assessment will be conducted through on-site practical operation.

Both the theoretical knowledge exam and the skills operation assessment are graded on a 100-point scale, and both scores are awarded accordingly.

Those who score 60 or above are considered qualified.

4. Ratio of examiners to examinees

The ratio of examiners to examinees in the theoretical knowledge examination is 1:15, with no fewer than 2 examiners in each standard classroom;

The ratio of examiners to examinees in the skills operation assessment is 1:10, and there must be no fewer than 3 examiners.

5. Identification Time

The theoretical knowledge examination time for each level is as follows: no more than 100 minutes for the primary level; and no more than 120 minutes for the intermediate and advanced levels.

each

The assessment time for skill operation is as follows: no more than 30 minutes for beginner level, and no more than 40 minutes for intermediate and advanced level.

6. Assess the facilities and equipment.

(1) Place.

It mainly includes: standard classrooms; service desks or simulated service desks.

(2) Equipment.

It mainly includes: a reception desk; computer terminals, printers, and scanners; large and small luggage carts; and luggage storage.

Shelves; banknote counters; bill racks, room status display racks, reservation status display racks, guest information display racks; electronic postage scales;

Key racks and key cards; credit card presses; telephones and fax machines; umbrella stands; wheelchairs; electronic keys; commonly used office supplies and equipment; advertising brochure racks; and safe deposit boxes for valuables.

II. Basic Requirements

(I) Professional Ethics

Professional ethics includes two aspects: basic knowledge of professional ethics and professional code of conduct.

(1) Basic knowledge of professional ethics.

(2) Code of professional conduct.

Specifically, it is divided into: warm and friendly, guests first; sincere and fair, reputation first; civilized and courteous.

Good appearance, excellent service; customer first, treat everyone equally; teamwork and cooperation, consider the overall situation; abide by laws and regulations, be honest and upright; be dedicated to professional development.

Tasks to improve skills.

(II) Basic Knowledge

1. Measurement knowledge

Measurement knowledge specifically includes the following three aspects.

(1) Legal units of measurement and their conversion.

(2) Knowledge of the use of industry-specific pricing units.

(3) Knowledge of the use of common measuring instruments.

2. Safety precautions

Safety precautions knowledge specifically includes the following two aspects.

(1) Fire safety knowledge.

(2) Common sense about hygiene and epidemic prevention.

3. Computer usage knowledge

Computer proficiency refers to the ability to use various front desk and guest room management software.

4. Knowledge of main equipment in the lobby

The knowledge of using the main equipment in the front hall mainly includes the following aspects.

(1) Key holder.

(2) Seize the opportunity.

(3) Telephone and fax machine.

(4) Valuables safe deposit box.

(5) Guest history archive cabinet.

(6) Computer terminal.

(7) Printer.

(8) Electronic keys, key cards

(9) Postage electronic scale.

(10) Bill rack.

(11) Guest room status display rack.

(12) Reservation status display rack.

(13) Guest information display rack.

(14) Luggage storage rack.

(15) Large and small luggage carts.

(16) Umbrella stand.

(17) Wheelchair.

(18) Credit card press machine.

(19) Money detector.

(20) Calculator.

(21) Tax invoice printer.

(22) Scanner.

(23) Photocopier.

5. Relevant laws and regulations

The relevant laws and regulations include the following aspects.

(1) Relevant knowledge of labor law.

(2) Relevant knowledge of contract law.

(3) Relevant knowledge of the Consumer Rights Protection Law.

(4) Relevant knowledge of the Regulations on Administrative Penalties for Public Security.

(5) Relevant knowledge of the Law on the Protection of Cultural Relics.

(6) Relevant knowledge of the Provisional Regulations on Foreign Exchange Control.

(7) Relevant knowledge of the regulations on security management of the hotel industry.

(8) Relevant knowledge of the law on the entry and exit of foreigners.

(9) Relevant knowledge of fire protection regulations.