National Occupational Standard for Front Desk Attendants: Occupational Overview and Basic Requirements

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 (National Vocational Qualification Level 4), and 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 have excellent verbal communication skills; be able to communicate effectively, acquire and understand external information, analyze and judge it, and react quickly; be able to use mathematical calculations accurately; have good motor coordination; and be able to quickly, accurately, and flexibly use their eyes, hands, feet, and other parts of their body 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.

The training period for advancement is as follows: no less than 90 standard hours for the beginner level and no less than 110 standard hours for the advanced level.

2. Training teachers

Instructors training junior front desk staff should possess an intermediate or higher vocational qualification certificate in this profession; instructors training intermediate and senior front desk staff should possess an advanced vocational qualification certificate in this profession or an intermediate or higher professional technical title in this specialty, and have more than 2 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) Primary level (one of the following conditions must be met): complete the required standard hours of formal primary level training in this occupation and obtain a graduation (completion) certificate; or have worked in this occupation for more than 2 years in a continuous on-the-job training program.

(2) Intermediate level (one of the following conditions must be met): After obtaining the primary vocational qualification certificate for this occupation, have worked in this occupation for more than 1 year, have completed the required standard hours of formal intermediate training for this occupation, and have obtained a graduation (completion) certificate; after obtaining the primary vocational qualification certificate for this occupation, have worked in this occupation for more than 2 years; have worked in this occupation for more than 3 years; or have obtained a graduation certificate for this occupation (specialty) from a secondary or higher vocational school that has been reviewed and approved by the labor and social security administrative department and has the training objective of intermediate skills.

(3) Advanced (one of the following conditions must be met): After obtaining the intermediate vocational qualification certificate for this occupation, one has worked in this occupation for more than 2 years, completed the required standard hours of formal advanced training in this occupation, and obtained a graduation (completion) certificate; after obtaining the intermediate vocational qualification certificate for this occupation, one has worked in this occupation for more than 3 years; or obtained a graduation certificate for this occupation (specialty) from a senior technical school or a senior vocational school with advanced skills as its training objective, which has been reviewed and approved by the labor and social security administrative department.

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, while the skills assessment is conducted through on-site practical operation.

Both the theoretical knowledge exam and the skills operation assessment are graded on a 100-point scale, and those who score 60 points or above in both are considered to have passed.

4. Ratio of examiners to examinees

The ratio of examiners to examinees for the theoretical knowledge examination is 1:15, with no fewer than 2 examiners in each standard classroom; the ratio of examiners to examinees for the skills operation assessment is 1:10, with 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.

The assessment time for each level of skills 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: front desk; computer terminals and printers/scanners; large and small luggage carts and luggage storage racks; banknote detectors; bill racks, room status display racks, reservation status display racks, and guest information display racks; electronic postage scales; key racks and key cards; credit card presses; telephones and fax machines; umbrella racks; wheelchairs; electronic keys; commonly used office 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 can be divided into: warm and friendly, guests first; sincerity and fairness, reputation first; civility and courtesy, high-quality service; respect for guests, treating everyone equally; unity and cooperation, considering the overall situation; abiding by laws and regulations, being honest and upright; and studying business and improving 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 main equipment in the front desk includes: key racks; dialers; telephones and fax machines; safe deposit boxes; guest history filing cabinets; computer terminals; printers; electronic keys and key cards; electronic postage scales; bill racks; room status display racks; reservation status display racks; guest information display racks; luggage racks; large and small luggage carts; umbrella racks; wheelchairs; credit card presses; banknote detectors; calculators; tax invoice printers; scanners; and photocopiers.

5. Relevant laws and regulations

The relevant laws and regulations include the following aspects: knowledge of labor law; knowledge of contract law; knowledge of consumer rights protection law; knowledge of public security administration penalties regulations; knowledge of cultural relics protection law; knowledge of the provisional regulations on foreign exchange control; knowledge of the regulations on public security management of the hotel industry; knowledge of the law on the entry and exit of foreigners; and knowledge of fire protection regulations.

III. Work Requirements

This standard sets forth progressively higher requirements for the primary, intermediate, and advanced levels, with higher levels including the requirements of lower levels.