Tiêu chuẩn nghề Du lịch Việt Nam - Housekeeping Operations (Phần 2)

Nội dung text: Tiêu chuẩn nghề Du lịch Việt Nam - Housekeeping Operations (Phần 2)

1. VIETNAM TOURISM OCCUPATIONAL STANDARDS: HOUSEKEEPING OPERATIONS FMS1. UNIT TITLE: PREPARE BUDGETS UNIT DESCRIPTOR This unit covers the competencies required for managers with responsibility for preparing budgets for their departments. ELEMENTS AND PERFORMANCE CRITERIA E1. Prepare budget information E3. Present budget recommendations P1. Identify and interpret sources of data required P8. Present recommendations clearly, concisely for budget preparation and in an appropriate format P2. Review and analyse data P9. Circulate draft budget to relevant colleagues P3. Obtain other stakeholder input into budget for comment plan P10. Adjust budget and complete the final budget P4. Provide relevant colleagues with the within designated timelines opportunity to contribute to the budget P11. Inform colleagues of final budget decisions planning process E2. Draft budget P5. Draft budget, based on analysis of all available information P6. Estimate income and expenditure using valid, reliable and relevant information P7. Review income and expenditure for previous time periods to help with budget forecast KNOWLEDGE REQUIREMENTS K1. Explain how to engage stakeholders in K5. Describe how to calculate fixed and variable identifying and justifying requirements for costs of activities. financial resources. K6. Describe cost-benefit analysis techniques K2. Explain how to identify and interpret sources of K7. Explain the importance of developing data required for budget preparation alternative solutions as fullback positions. K3. Explain how to provide relevant colleagues with K8. Explain the importance of obtaining feedback the opportunity to contribute to the budget on your presentation of the budget and how to planning process use this feedback to improve future proposals K4. Explain how you present budget recommendations to others 92 © Environmentally & Socially Responsible Tourism Capacity Development Programme funded by the EU
2. VIETNAM TOURISM OCCUPATIONAL STANDARDS: HOUSEKEEPING OPERATIONS CONDITIONS OF PERFORMANCE AND VARIABLES 1. Data and data sources required for budget 7. Financial commitments may relate to: preparation may include: • Contracts related to expenditure • Performance data from previous periods • Contracts related to income • Financial proposals from key stakeholders Important behaviours for supervisors/ • Financial information from suppliers managers include: • Customer or supplier research 1. Recognise changes in circumstances promptly • Competitor research and adjust plans and activities accordingly • Management policies and procedures 2. Find practical ways to overcome obstacles • Organisational budget preparation guidelines 3. Present information clearly, concisely, 2. Internal and external issues that could accurately and in ways that promote impact on budget development may include: understanding • Organisational and management re-structures 4. Balance risks against the benefits that may arise • Enterprise/organisational objectives from taking risks • New legislation or regulation 5. Identify and seize opportunities to obtain resources • Growth or decline in economic conditions 6. Take repeated or different actions to overcome • Significant price movement for certain obstacles commodities or items 7. Comply with, and ensure others comply with, • Shift in market trends legal requirements, industry regulations, • Scope of the project organisational policies and professional codes • Venue availability (for events) 8. Act within the limits of your authority • Human resource requirements communicate clearly the value and benefits of a • Others proposed course of action 3. Budgets may include: 9. Use a range of legitimate strategies and tactics to influence people • Cash budgets 10. Work towards win-win solutions • Departmental budgets 11. Respond positively and creatively to setbacks • Wages budgets 12. Identify the range of elements in a situation and • Project budgets how they relate to each other • Event budgets 13. Specify the assumptions made and risks • Sales budgets involved in understanding a situation • Cash flow budgets 14. Test a variety of options before taking a • Grant funding budgets decision • Others 4. Input may include: • Budget restrictions • Client expectations • Owners/stakeholders expectations • Others 5. Recommendations may include: • Budget restrictions • Operational budgets • Contingency plan 6. Budget decisions may refer to: • Increase/decrease in allocations • Cost-cutting decisions, such as redundancy, closing departments or outlets, etc • Expansion decisions, such as employing more staff, opening new outlets/departments, etc © Environmentally & Socially Responsible Tourism Capacity Development Programme funded by the EU 93
3. VIETNAM TOURISM OCCUPATIONAL STANDARDS: HOUSEKEEPING OPERATIONS ASSESSMENT GUIDE ASSESSMENT METHODS Assessment of units at level 3-5 is normally based Suitable methods will include: on performance at work. Some units at levels 3-5 • Portfolio of workplace evidence cannot be assessed by observation due to • Observation confidentiality, work constraints/environment etc. • Personal statements This unit may be assessed holistically by means of • Witness testimony a portfolio of evidence or report on preparing a • Professional discussion budget for a department or project in a hospitality or tourism environment. Individuals are expected to Simulation can be used in colleges or in the demonstrate that they can apply relevant concepts workplace for some performance criteria but should to situations which they could face as supervisors/ be used sparingly. managers. They are also expected to suggest, justify A portfolio or written report should be and evaluate possible courses of actions which they supplemented by oral questions to ensure all may take to deal with situations and with challenges aspects of the evidence requirements are fully met. that they face as supervisors/managers in an organisation. Note that all evidence should remove names of personnel to protect the privacy of individuals and the organisation. Evidence must include: 1. At least one minute of meetings you have organised with people in your area of responsibility and those with specialist expertise, to discuss, review and agree the budget for your department or team 2. One draft budget prepared for your department 3. One approved and implemented budget for your department 4. Notes of a meeting or email/letter in which you received approval for the prepared budget 5. Fully completing the knowledge assessment as set out in the unit either by recorded oral questioning or answers to written questions RELEVANT OCCUPATIONS ACCSTP REF Supervisors or Manager in tourism occupations D1.HFA.CL7.07 94 © Environmentally & Socially Responsible Tourism Capacity Development Programme funded by the EU
4. VIETNAM TOURISM OCCUPATIONAL STANDARDS: HOUSEKEEPING OPERATIONS FMS2. UNIT TITLE: PROCURE PRODUCTS OR SERVICES UNIT DESCRIPTOR This unit covers the competencies required for procuring products and/or services from external suppliers. This unit is relevant to managers who are not procurement specialists but are required to procure products and/or services as part of their role. ELEMENTS AND PERFORMANCE CRITERIA E1. Prepare for procurement E3. Agree terms and issue contract P1. Comply with relevant organisational procedures P6. Negotiate with selected suppliers to reach an and legal and ethical requirements when agreement which offers good value for money procuring products and/or services and is acceptable to both parties P2. Seek support from colleagues or procurement P7. Agree contract with suppliers or legal specialists on any aspect of procuring E4. Monitor supplier performance products and/or services about which you are unsure P8. Monitor the performance of suppliers in terms of the quality, quantity, timeliness and reliability P3. Consult with others involved to identify your of products and/or services requirements for products and/or services, drawing up detailed specifications, where P9. Take prompt action to resolve any problems, in necessary line with the terms of the contract E2. Source and select products, services and suppliers P4. Source products and/or services which meet your requirements, where possible identifying a diverse range of products, services and/or suppliers so you can compare alternatives P5. Select products, services and suppliers which offer the optimal mix of quality, cost, timeliness and reliability KNOWLEDGE REQUIREMENTS K1. Explain the importance of following relevant K8. Discuss the importance of agreeing a contract organisational procedures and legal and ethical which clearly states quality and quantity of requirements when procuring products and/or products and/or services, timescales and costs, services terms and conditions, and consequences if K2. Explain the importance of consulting with either party fails to comply with the contract others involved to identify your requirements K9. State how you monitor the performance of for products and/or services suppliers in terms of the quality, quantity, K3. Describe how to draw up detailed timeliness and reliability of products and/or specifications for procuring products and/or services services K10. Discuss the importance of taking prompt K4. Describe how to source products and/or action to resolve any problems with the services which meet your requirements performance of suppliers, in line with the K5. Explain how to compare alternative products terms of the contract, and how to decide what and/or services and suppliers action should be taken and when. You need to K6. Explain how to select products and/or services know and understand: Industry/sector specific and suppliers which offer the optimal mix of knowledge and understanding quality, quantity, costs, timeliness and reliability K11. State the industry requirements for procuring K7. Explain how to negotiate with selected products and/or services suppliers to reach an agreement which offers good value for money and is acceptable to both parties © Environmentally & Socially Responsible Tourism Capacity Development Programme funded by the EU 95
5. VIETNAM TOURISM OCCUPATIONAL STANDARDS: HOUSEKEEPING OPERATIONS CONDITIONS OF PERFORMANCE AND VARIABLES 1. Legal requirements when procuring Important behaviours for supervisors/ products and/or services could include: managers include: • Local laws and regulations • Present information clearly, concisely, • Company policies and regulations accurately and in ways that promote • Company tender requirements understanding • Comply with, and ensure others comply with, 2. Ethical requirements when procuring legal requirements, industry regulations, products and/or services could include: organisational policies and professional codes • Fair and transparent tendering • Act within the limits of your authority • Suppliers sourced by product or service criteria • Show integrity, fairness and consistency in rather than personal relationships decision-making • No personal interest or family/friendship • Address performance issues promptly and involvement resolve them directly with the people/suppliers • No personal financial gain or commission involved arrangement • Clearly agree what is expected of others and 3. Support from colleagues or procurement or hold them to account legal specialists could include: • Work towards win-win solutions • Advice on procurement procedure and policy • Make effective use of available resources • Recommendations on suitable suppliers • Seek new sources of support when necessary • Legal advice • Take timely decisions that are realistic for the situation 4. Monitor supplier performance could include: • Quality of product/service according to specifications agreed • Timeliness of delivery • Reliability • Maintenance and support from supplier 5. Contracts should include: • Quality and quantity of products and/or services to be supplied • Timescales and costs • Terms and conditions • Consequences if either party fails to comply with the contract 96 © Environmentally & Socially Responsible Tourism Capacity Development Programme funded by the EU
6. VIETNAM TOURISM OCCUPATIONAL STANDARDS: HOUSEKEEPING OPERATIONS ASSESSMENT GUIDE ASSESSMENT METHODS This unit may be assessed holistically by means of a Assessment of units at level 3-5 is normally based portfolio of evidence or report on aspects of on performance at work. Some units at levels 3-5 managing discipline in a hospitality or tourism cannot be assessed by observation due to environment. Individuals are expected to confidentiality, work constraints/environment etc. demonstrate that they can apply relevant concepts Suitable methods will include: to situations which they could face as supervisors/ managers. They are also expected to suggest, justify • Portfolio of workplace evidence and evaluate possible courses of actions which they • Observation may take to deal with situations and with challenges • Personal statements that they face as supervisors/managers in an • Witness testimony organisation. • Professional discussion Note that all evidence should remove names of Simulation can be used in colleges or in the personnel to protect the privacy of individuals and workplace for some performance criteria but should the organisation. be used sparingly. Evidence for this unit should include: A portfolio or written report should be 1. At least two examples of products or services supplemented by oral questions to ensure all procured showing how you complied with aspects of the evidence requirements are fully met. relevant organisational procedures and legal and ethical requirements 2. At least two recorded examples of how you seek support and consult with colleagues or procurement or legal specialists on aspects of procuring products and/or services about which you are unsure 3. At least two examples of products and/or services sourced and selected which met your requirements (should include details of comparative products/services and final contracts offered) 4. At least two examples showing how you monitored the performance of suppliers in terms of the quality, timeliness and reliability of products and/or services and how your resolved any problems RELEVANT OCCUPATIONS ACCSTP REF All staff with supervisory or management D1.HFA.CL7.02 responsibility in tourism occupations © Environmentally & Socially Responsible Tourism Capacity Development Programme funded by the EU 97
7. VIETNAM TOURISM OCCUPATIONAL STANDARDS: HOUSEKEEPING OPERATIONS CMS1. UNIT TITLE: MANAGE QUALITY SERVICE AND CUSTOMER SATISFACTION UNIT DESCRIPTOR This unit covers the competencies required to manage the delivery of quality customer services in a hotel, travel or tour company. This standard is relevant to managers and supervisors who are required to manage the delivery of customer service as part of a broader management role. ELEMENTS AND PERFORMANCE CRITERIA E1. Communicate quality customer service E3. Handle customer service requests and standards problems P1. Engage people within your organisation and P6. Take responsibility for dealing with customers’ other key stakeholders in managing customer requests and problems referred to you, service seeking advice from specialists and/or more P2. Establish clear and measurable standards of senior managers, where necessary customer service, taking into account P7. Ensure customers are kept informed about customers’ expectations, your organisation’s the actions you are taking to deal with their resources and any legal or regulatory requests or problems requirements E4. Enhance the quality of customer service E2. Ensure people and resources deliver P8. Encourage staff and customers to provide customer service quality feedback on their perceptions of the standards P3. Organise people and other resources to meet of customer service customer service standards, taking account of P9. Continuously monitor the standards of varying levels of demand and likely customer service delivered, customers’ contingencies requests and problems and feedback from P4. Ensure people delivering customer service are staff and customers competent to carry out their duties, and P10. Analyse customer service data to identify the provide them with any necessary training, causes of problems and opportunities for support and supervision improving customer service P5. Ensure people understand the standards of P11. Make or recommend changes to processes, customer service they are expected to deliver systems or standards order to improve and the extent of their autonomy in customer service responding to customers’ requests and problems 98 © Environmentally & Socially Responsible Tourism Capacity Development Programme funded by the EU
8. VIETNAM TOURISM OCCUPATIONAL STANDARDS: HOUSEKEEPING OPERATIONS KNOWLEDGE REQUIREMENTS K1. Explain how you engage people within your K9. Explain the importance of keeping customers organisation and other stakeholders in informed about the actions you are taking to managing customer service deal with their requests or problems K2. Describe how to establish clear and K10. Describe how to identify and manage potential measurable standards of customer service, issues before they develop into problems taking into account customers’ expectations K11. Describe how you normally deal with and your organisation’s resources customers’ requests and/or problems K3. Explain how to organise staffing and other K12. Explain the importance of encouraging staff resources to meet customer service standards, and customers to provide feedback on their and the importance of taking account of perceptions of the standards of customer varying levels of demand and likely service contingencies K13. Explain how to monitor the standards of K4. Review how to identify likely contingencies customer service delivered customers’ when organising staffing and other resources requests and problems and feedback from K5. Explain how to identify sustainable resources staff and customers, and the importance of and ensure their effective use when organising doing so continuously the delivery of customer service K14. Review the types of customer service data K6. Explain the importance of ensuring customer available and how to analyse such data to service staff are competent to carry out their identify the causes of problems and duties, and providing them with any necessary opportunities for improving customer service support, and how to do so K7. Explain the importance of ensuring staff understands the standards of customer service they are expected to deliver and the extent of their autonomy in responding to customers’ requests and problems K8. Explain the importance of taking responsibility for dealing with customers’ requests and problems referred to you © Environmentally & Socially Responsible Tourism Capacity Development Programme funded by the EU 99
9. VIETNAM TOURISM OCCUPATIONAL STANDARDS: HOUSEKEEPING OPERATIONS CONDITIONS OF PERFORMANCE AND VARIABLES 1. Communicate quality customer service 7. Appropriate methods to monitor customer/ standards may include: guest satisfaction may include: • Meetings to discuss managing customer service • Mystery guest • Briefings to staff • Customer satisfaction survey • Discussion about customer service issues • Customer/guest interviews • Representative sampling activities 2. Ensuring people and resources are available to deliver customer service quality may • Industry benchmarking include: • Web-based comments • Planning and forecasting human resources • Face to face comments • Planning and forecasting customer seasonal • Others demands or other variables 8. Evaluate and report on customer service • Budgeting for other resources may relate to: 3. Research may include: • Service quality evaluations • Interviewing colleagues and clients • Customer satisfaction evaluations • Focus groups • Industry benchmarking • Data analysis Important behaviours for supervisors/ • Product sampling managers include: • Sales data review 1. Respond promptly to crises and problems with • Others a proposed course of action 2. Seek opportunities to improve performance 4. Customer service data may include: • Data sampling 3. Encourage others to take decisions autonomously, when appropriate • Statistical analysis 4. Demonstrate a clear understanding of different • Comparison between current and previous customers and their real and perceived needs research 5. Empower staff to solve customer problems 5. Service levels may relate to: within clear limits of authority • Service quality 6. Take personal responsibility for resolving • Customer satisfaction customer problems referred to you by other • Staff attitude staff • Appearance of venue, staff, etc. 7. Recognise recurring problems and promote • Atmosphere of venue changes to structures, systems and processes to resolve these • Responsiveness of staff to customer requests 8. Encourage and welcome feedback from others • Delivery times and use this feedback constructively • Prices/costs 9. Prioritise objectives and plan work to make the • Product/service availability effective use of time and resources • Courtesy/politeness 10. Take personal responsibility for making things • Others happen 6. Customers’ needs may relate to: 11. Clearly agree what is expected of others and • Advice or general information hold them to account • Specific information 12. Honour your commitments to others • Complaints 13. Identify the implications or consequences of a • Purchasing organisation’s products and situation services 14. Take timely decisions that are realistic for the • Returning organisation’s products and services situation • Accuracy of information • Fairness/politeness • Prices/value • Others 100 © Environmentally & Socially Responsible Tourism Capacity Development Programme funded by the EU
10. VIETNAM TOURISM OCCUPATIONAL STANDARDS: HOUSEKEEPING OPERATIONS ASSESSMENT GUIDE ASSESSMENT METHODS Assessment of units at level 3-5 is normally based Suitable evidence could include: on performance at work. Some units at levels 3-5 • Customer service data cannot be assessed by observation due to • Personal statements (reflections on the process confidentiality, work constraints/environment etc. and reasoning behind quality service activities) This unit may be assessed holistically by means of a • Witness statements (comments on the quality portfolio of evidence or report managing customer service practices) quality in customer/guest services in a hospitality or • Notes, reports, recommendations to managers tourism environment. Individuals are expected to of customer service problems or critical demonstrate that they can apply relevant concepts incidents to situations which they could face as supervisors/ • Notes, emails, memos or other records of managers. They are also expected to suggest, justify customer service improvements and evaluate possible courses of actions which they • Personal statement (reflections on your own may take to deal with situations and with challenges role in dealing with customer service that they face as supervisors/managers in an challenges) organisation. Simulation can be used in colleges or in the Note that all evidence should remove names of workplace for some performance criteria but should personnel to protect the privacy of individuals and be used sparingly. the organisation. A portfolio or written report should be Evidence must include: supplemented by oral questions to ensure all 1. Two examples or cases of how you engage aspects of the evidence requirements are fully met. people within your organisation and other key stakeholders in managing customer service and establishing clear and measurable standards of customer service 2. Two examples of how you organise people and other resources to meet customer service standards, and ensure people delivering customer service are competent to carry out their duties and understand the standards of customer service they are expected to deliver 3. Two examples of how you have taken responsibility for dealing with customers’ requests and problems referred to you and ensured customers were kept informed about the actions you were taking to deal with their requests or problems 4. Two examples of how you continuously monitor the standards of customer service delivered, customers’ requests and problems and feedback from staff and customers and make or recommend changes to processes, systems or standards order to improve customer service 5. Fully completing the knowledge assessment as set out in the unit either by recorded oral questioning or answers to written questions RELEVANT OCCUPATIONS ACCSTP REF All staff with supervisory or management D1.HRM.CL9.06 responsibility in tourism occupations © Environmentally & Socially Responsible Tourism Capacity Development Programme funded by the EU 101
11. VIETNAM TOURISM OCCUPATIONAL STANDARDS: HOUSEKEEPING OPERATIONS GAS1. UNIT TITLE: MANAGE PHYSICAL RESOURCES UNIT DESCRIPTOR This unit covers the competencies required for managing the physical resources (equipment, materials, premises, services and energy supplies) required to carry out planned activities in your area of responsibility. This unit is relevant to all managers and supervisor who are responsible for the physical resources in their area of responsibility. ELEMENTS AND PERFORMANCE CRITERIA E1. Plan the use of resources E3. Share and monitor resources P1. Engage those who use resources in planning P5. Negotiate with colleagues over the use of how they can be used most efficiently and shared resources, taking into account the monitoring their actual use needs of the different parties involved and the P2. Plan to use resources in ways that are effective, overall objectives of your organisation efficient and minimise any adverse impact on P6. Monitor the quality of resources and patterns the environment of resource use systematically E2. Secure and dispose of resources P7. Take timely corrective action to deal with any significant variances between actual and P3. Take appropriate action to ensure the security planned resource use of resources and that they are used safely P4. Ensure that resources no longer required are disposed of in ways that minimise any adverse impact on the environment KNOWLEDGE REQUIREMENTS K1. Explain why it is important to engage those K5. Describe the risks associated with the types who use resources in managing how they are of resources used and actions you can take to used, and how to do so ensure resources are secure and used safely K2. Explain how to develop an operational plan K6. Explain the importance of monitoring the and make adjustments to the plan if required quality and use of resources continuously, and resources cannot be obtained in full how to do so K3. Describe how to negotiate the use of shared K7. Describe the types of corrective actions (e.g. resources with colleagues to optimise resource changing planned activities, changing the ways use for all concerned in which resources are used for activities, K4. Discuss the potential environmental impact of renegotiating the availability of resources) you resource use/disposal and actions you can take can take in case of significant discrepancies to minimise any adverse impact between actual and planned resource use 102 © Environmentally & Socially Responsible Tourism Capacity Development Programme funded by the EU
12. VIETNAM TOURISM OCCUPATIONAL STANDARDS: HOUSEKEEPING OPERATIONS CONDITIONS OF PERFORMANCE AND VARIABLES 1. Physical resources may include: Important behaviours for supervisors/ • Buildings managers include: • Equipment 1. Recognise changes in circumstances promptly • Fixtures, fittings and furnishings and adjust plans and activities accordingly • Vehicles 2. Comply with, and ensure others comply with, • Gardens legal requirements, industry regulations, organisational policies and professional codes • Pools 3. Act within the limits of your authority 2. Monitoring resources may include: 4. Prioritise objectives and plan work to make the • Maintenance effective use of time and resources • Repair 5. Accurately calculate risks, and make provision • Replacement so that unexpected events do not impede the achievement of objectives 3. Systems to monitor condition and 6. Monitor the quality of work and progress performance of physical resources may against plans and take appropriate corrective include: action, where necessary • Integration of reporting into day to day 7. Make effective use of existing sources of operating procedures information • Regular management reports 8. Seek to understand people’s needs and • Internal/external inspections and audits motivations • Regular staff feedback 9. Create a sense of common purpose • Analysis of maintenance costs over a period of 10. Communicate clearly the value and benefits of time a proposed course of action 11. Work towards win-win solutions © Environmentally & Socially Responsible Tourism Capacity Development Programme funded by the EU 103
13. VIETNAM TOURISM OCCUPATIONAL STANDARDS: HOUSEKEEPING OPERATIONS ASSESSMENT GUIDE ASSESSMENT METHODS This unit may be assessed holistically by means of a Assessment of units at level 3-5 is normally based portfolio of evidence or report on aspects of on performance at work. Some units at levels 3-5 managing discipline in a hospitality or tourism cannot be assessed by observation due to environment. Individuals are expected to confidentiality, work constraints/environment etc. demonstrate that they can apply relevant concepts Suitable evidence could include: to situations which they could face as supervisors/ managers. They are also expected to suggest, justify • Portfolio of workplace evidence to include and evaluate possible courses of actions which they notes of meetings, notes of discussion with may take to deal with situations and with challenges individuals and colleagues, details of actions that they face as supervisors/managers in an taken and record of feedback etc (without organisation. named individuals) • Observation Note that all evidence should remove names of • Personal statements personnel to protect the privacy of individuals and • Witness testimony the organisation. • Professional discussion Performance evidence should include: Simulation can be used in colleges or in the 1. At least two work plans that show how you plan workplace for some performance criteria but should to use resources in ways that are effective, be used sparingly. efficient and minimise any adverse impact on the environment. The work plan should also A portfolio or written report should be indicate how you engage others in planning supplemented by oral questions to ensure all how to use resources efficiently aspects of the evidence requirements are fully met. 2. One example of how you disposed of resources Resource Implications in ways that minimised any adverse impact on Training and assessment to include access to a real the environment or simulated workplace that provides the manager 3. Two examples of how you monitored the with an opportunity to demonstrate application of quality and patterns of resource use and took knowledge of financial and legal issues that timely corrective action to deal with any impact on the management of physical resources to significant variances between actual and specific tourism and hospitality workplace situations planned resource use and problems; and access to workplace standards, procedures, policies, guidelines, tools and current financial data and regulations. RELEVANT OCCUPATIONS ACCSTP REF All staff with supervisory or management D1.HRM.CL9.11 responsibility in tourism occupations 104 © Environmentally & Socially Responsible Tourism Capacity Development Programme funded by the EU
14. VIETNAM TOURISM OCCUPATIONAL STANDARDS: HOUSEKEEPING OPERATIONS GAS4. UNIT TITLE: MONITOR, CONTROL AND ORDER NEW STOCK UNIT DESCRIPTOR This unit covers the competencies required to develop and operate an effective stock control system including the purchasing, received, storage and internal distribution and management of stock within the hotel workplace context. ELEMENTS AND PERFORMANCE CRITERIA E1. Develop and operate a purchasing and/or E4. Develop and implement stock issuing supply system systems P1. Identify potential suppliers for goods required P15. Identify the basis on which stock will be issued P2. Select suppliers based on nominated internal or distributed internally requirements P16. Develop documentation to support the issuing P3. Determine purchasing and supply of stock requirements P17. Manage stock distribution within the hospitality P4. Determine terms of purchase that may apply or tourism enterprise to the purchase of stock items P18. Track and record the movement of stock within P5. Implement ordering system using identified the hospitality or tourism enterprise suppliers E5. Develop and implement stock E2. Develop and implement stock received management systems procedures P19. Create and implement stock taking systems P6. Monitor in-coming deliveries and stock P20. Create and implement stock valuation systems P7. Inspect incoming stock P21. Create and implement stock reporting systems P8. Return unwanted or damaged stock P22. Make recommendations to improve the P9. Reject unsuitable stock operation of the existing stock system. P10. Complete appropriate delivery documentation E3. Develop and implement stock storage systems P11. Create appropriate storage conditions for all stock that needs to be stored P12. Store stock according to required storage conditions P13. Enter stock data into the internal stock system P14. Secure stock and protect it from damage, deterioration and unauthorized access KNOWLEDGE REQUIREMENTS K1. Describe the stock items to be covered and K4. Explain recommended and legislated storage controlled by the stock control and requirements for stock items being processed management system K5. Explain principles of stock control and rotation K2. Describe the steps in the stock control cycle K6. Describe the enterprise’s policies and K3. Describe the role of documentation within the procedures in regard to stock control and stock control and management process management handling © Environmentally & Socially Responsible Tourism Capacity Development Programme funded by the EU 105
15. VIETNAM TOURISM OCCUPATIONAL STANDARDS: HOUSEKEEPING OPERATIONS CONDITIONS OF PERFORMANCE AND VARIABLES 1. Internal requirements may be related to: 7. Storage conditions may include: • Stock security • Storage conditions for fresh, refrigerated, • Physical inventory levels frozen and dry goods • Monetary value of inventory • Storage conditions for alcoholic and • Timing and delivery requirements non-alcoholic beverages • Continuity of supply • Storage conditions for other items, including • Cost, quality and quantity linen, uniforms, chemicals, stationery, equipment, merchandise and promotional • Choice, including options relating to different materials quality items • Back-up service 8. Documentation to support the issuing of • Terms of payment stock may include: • Factoring in supplier lead times • Requisitions sheets • Internal transfer sheets 2. Stock items may include: • Food and beverages 9. Stock distribution within the hotel • Linen and staff uniforms enterprise may include: • Housekeeping supplies • Physical supply of stock to departments within the property • Stationery • Verifying stock ordered against stock supplied • Merchandise internally • Promotional material • Ensuring the security of stock supplied • Others • Use of the impress stock system 3. Personnel involved in stock control duties 10. Stock valuation systems may include: may include: • Development of stock figures to identify stock • Purchasing officer performance • Store man • Calculation of stock-on-hand figures • Managers and owners • Comparison of theoretical stock levels against • Department heads actual stock levels 4. Documentation may include: • Investigation of stock irregularities and • Internal documentation, such as purchase variances. orders, bin cards, requisitions, internal stock Important behaviours for managers handling transfers, stock take sheets, ledgers stock control include: • External documentation, such as delivery • Constructively challenge the existing situation dockets, invoices, statements, credit notes and seek better alternatives 5. Purchasing and supply requirements may • Present information clearly, concisely, include: accurately and in ways that promote • Development of purchasing specifications understanding • Conducting yield testing or market surveys • Give feedback to others to help them maintain • Development of bidding and tendering process, and improve their performance where applicable • Continuously improve products and services • Price control and price mapping • Comply with, and ensure others comply with, • Product cycle details legal requirements, industry regulations, organisational policies and professional codes • Internal demand • Monitor the quality of work and progress • Establishment of economic order quantities against plans and take appropriate corrective • Determination of minimum and maximum action, where necessary stock levels • Develop systems to gather and manage 6. Implementation ordering system may information and knowledge effectively, include: efficiently and ethically • Standing orders • Use a range of legitimate strategies and tactics • On-line ordering to influence people • Purchase orders • Make effective use of available resources • Telephone orders • Recognise stakeholders’ needs and interests • Face-to-face lodgement of orders and manage these effectively • Build a plausible picture from limited data • Specify the assumptions made and risks involved in understanding a situation • Identify slow moving items and take appropriate action 106 © Environmentally & Socially Responsible Tourism Capacity Development Programme funded by the EU
16. VIETNAM TOURISM OCCUPATIONAL STANDARDS: HOUSEKEEPING OPERATIONS ASSESSMENT GUIDE ASSESSMENT METHODS Assessment of units at level 3-5 is normally based Suitable methods will include: on performance at work. Some units at levels 3-5 • Portfolio of workplace evidence cannot be assessed by observation due to • Personal statements confidentiality, work constraints/environment etc. • Witness testimony This unit may be assessed holistically by means of • Professional discussion a portfolio of evidence or report on planning and Simulation can be used in colleges or in the implementing responsible tourism policies and workplace for some performance criteria but should procedures in a hotel environment. Individuals be used sparingly. are expected to demonstrate that they can apply relevant concepts to situations which they could face A portfolio or written report should be as supervisors/managers. They are also expected supplemented by oral questions to ensure all to suggest, justify and evaluate possible courses of aspects of the evidence requirements are fully met. actions which they may take to deal with situations and with challenges that they face as supervisors/ managers in an organisation. Note that all evidence should remove names of personnel to protect the privacy of individuals and the organisation. Evidence must include: 1. At least two documented purchases made through an open process of identifying, selecting and determining purchasing and supply requirements leading to the purchase of stock items 2. At least two documented examples of monitoring, inspecting and returning/rejecting unwanted or damaged stock 3. One example of a stock control system – including issuing, distributing, tracking and moving stock 4. One example of recommendations made to management on improving the operation of the existing stock system RELEVANT OCCUPATIONS ACCSTP REF Staff involved in stock purchase and inventory in D1.HRM.CL9.12 Front Office, Housekeeping, Food and Beverage Service, Food Production and other departments including those in tourism and travel operations © Environmentally & Socially Responsible Tourism Capacity Development Programme funded by the EU 107
17. VIETNAM TOURISM OCCUPATIONAL STANDARDS: HOUSEKEEPING OPERATIONS GAS6. UNIT TITLE: MANAGE DAILY OPERATIONS UNIT DESCRIPTOR This unit covers the competencies required to perform daily operations in a hotel, tourism or travel organisation. ELEMENTS AND PERFORMANCE CRITERIA E1. Inspect key areas and equipment E4. Monitor performance standards P1. Ensure main areas are clean and ready for use P9. Review daily reports P2. Ensure all equipment and materials are in P10. Interpret data place P11. Diagnose problems E2. Perform daily requisition procedures E5. Monitor productivity standards P3. Review all stocks and supplies P12. Review customer feedback P4. Ensure requisition orders are completed P13. Review financial reports P5. Make purchase requests E6. Maintain the security of premises and E3. Review schedules personnel P6. Ensure staffing schedules are up to date P14. Ensure security records are maintained P7. Check schedules for any issues P15. Ensure personnel records are up to date P8. Input data and backup P16. Review security and safety reports KNOWLEDGE REQUIREMENTS K1. Explain your method for carrying out daily K4. Describe the organisations’ security inspection to key areas and equipment arrangements for the premises and personnel K2. Describe the daily requisitions procedure K5. Explain how performance and productivity data K3. Explain how you use guest’s comments for is used for planning and improvement quality improvement CONDITIONS OF PERFORMANCE AND VARIABLES 1. Inspection of key areas could include: 2. Daily requisition would include: • Restaurant, bar premises and bar equipment • Linen • Floral displays • Chemical • Food and beverage promotional displays • Stationery • Lighting • Operating supplies • Windows, mirrors and polished surfaces • Food & beverage items • Station cleanliness 3. Schedules would include: • Ventilation • Duty manager schedule • Cellars • Manager on Duty • Kitchens and stewarding • Patrolling security • Stores, pantry and room service • Staffing schedule • C&B Stores • Waste areas 4. Performance standards would include: • Staff locker and wash rooms • Preparing financial reports • Fire escapes and stair wells • Calculating averages, ratios and percentages • Service elevators • Interpreting specific results • Others • Identifying the difference between reports • Diagnosing probable causes • Calculating and monitoring a RevPAR 108 © Environmentally & Socially Responsible Tourism Capacity Development Programme funded by the EU
18. VIETNAM TOURISM OCCUPATIONAL STANDARDS: HOUSEKEEPING OPERATIONS CONDITIONS OF PERFORMANCE AND VARIABLES 5. Productivity standards could include: Important behaviours for supervisors/ • Quality control manual managers include: • Customer feedback 1. Constructively challenge the status quo and • On-line reviews seek better alternatives • Staff feedback 2. Present information clearly, concisely, accurately and in ways that promote 6. Maintain the security of premises and understanding personnel could include: 3. Give feedback to others to help them maintain • Protecting database and documents and improve their performance • Human resource records and headcount 4. Continuously improve products and services • Ensuring access to premises 5. Comply with, and ensure others comply with, • Ensuring fire protection system is in good legal requirements, industry regulations, condition organisational policies and professional codes 6. Monitor the quality of work and progress against plans and take appropriate corrective action, where necessary 7. Develop systems to gather and manage information and knowledge effectively, efficiently and ethically 8. Use a range of legitimate strategies and tactics to influence people 9. Make effective use of available resources 10. Recognise stakeholders’ needs and interests and manage these effectively 11. Build a plausible picture from limited data 12. Specify the assumptions made and risks involved in understanding a situation ASSESSMENT GUIDE ASSESSMENT METHODS Performance assessment must include: Suitable assessment methods may include: 1. At least two requisition records and purchase • Direct observation orders • Written or oral questioning to assess aspects of 2. At least one security report specialised knowledge 3. At least one customer feedback questionnaire • Naturally occurring evidence in the workplace and/or survey analysis • Review of portfolios of evidence 4. At least two completed inspection checklists • Review of third party workplace reports of on 5. At least two staffing schedules the job performance by the individual 6. At least two financial reports RELEVANT OCCUPATIONS ACCSTP REF Head of Department, Manager, Manager on Duty D1.HRM.CL9.03 © Environmentally & Socially Responsible Tourism Capacity Development Programme funded by the EU 109
19. VIETNAM TOURISM OCCUPATIONAL STANDARDS: HOUSEKEEPING OPERATIONS SCS1. UNIT TITLE: MAINTAIN HOTEL SECURITY UNIT DESCRIPTOR This unit covers the competencies required to create and maintain a safe and secure hotel property – both inside the property and the surrounding environment. The focus of this unit is on the security of property and assets within the hotel. ELEMENTS AND PERFORMANCE CRITERIA E1. Patrol premises E4. Respond to emergency situations P1. Prepare to undertake patrol of the premises P15. Identify the nature and scope of the P2. Undertake patrol of nominated sections and emergency areas P16. Contact emergency services P3. Monitor security of premises and property P17. Implement the Emergency Management Plan P4. Identify potential threats, risks and suspicious for the premises circumstances P18. Provide first response assistance P19. Maximize security of premises and property E2. Respond to fire and other alarms during the emergency P5. Establish nature and location of alarm P6. Contact emergency services E5. Monitor security systems P7. Contact management as appropriate P20. Report and record system alerts and P8. Ensure access and assistance to emergency malfunctions services upon their arrival P21. Verify high potential hazards in the setting and P9. Provide first response assistance operational effectiveness of all security systems P10. Reset alarms in-line with designated and energy management systems authorizations to do so P22. Maintain Activity logs as required E3. Respond to security threats E6. Fulfil administrative responsibilities P11. Manage guests who are displaying P23. Complete necessary internal forms and inappropriate behaviour reports P12. Secure areas that are identified as being P24. Cooperate with management in unsecured recommending improvements to security P13. Respond to suspicious packages P14. Respond to bomb threats KNOWLEDGE REQUIREMENTS K1. Describe your hotel policies and procedures in K7. Describe the procedures for responding to regard to security of the premises and emergency situations reporting requirements that apply K8. Explain how you maximize security of premises K2. Explain the principles of premises and property and property during the emergency security and risk management K9. Describe how you report and record system K3. Describe the procedures used in your hotel to alerts and malfunctions monitor security of premises and property K10. Describe the internal forms and reports used K4. Explain the methods used to identify potential in your hotel for security matters threats, risks and suspicious circumstances K11. Explain the ways in which you cooperate with K5. Describe the procedures to handle fire alarms management in recommending improvements and fires in the premises to security K6. Describe the procedures for responding to security threats 110 © Environmentally & Socially Responsible Tourism Capacity Development Programme funded by the EU
20. VIETNAM TOURISM OCCUPATIONAL STANDARDS: HOUSEKEEPING OPERATIONS CONDITIONS OF PERFORMANCE AND VARIABLES 1. Prepare to undertake patrol may be related 5. Nature and location of alarm could relate to: to: • Identifying the cause of the alarm, such as fire, • Identifying patrol tasks, such as observation, intruder, smoke, water, gas response tasks, site patrols, site escorts, guest • Identifying exact location of the alarm by requests for assistance; and schedules and department, floor, or room assignment instructions • Identifying number of alarms that are showing • Ensuring personal presentation is appropriate • Identifying types of alarms that are sounding • Accessing and checking personal protective equipment and clothing including 6. Contact emergency services may include: communication equipment • Making telephone contact with fire, police or • Reporting faults, malfunctions and damage to/ ambulance services as determined by the alarm with security related items and equipment type • Contacting management 2. Undertake patrol may include: • Notifying relevant external security providers • Adhering to internal protocols regarding timing, route and areas to be patrolled 7. Contact management could include: • Complying with assignment instructions • Notifying type of alarm and location • Providing a visual presence to deter offenders • Advising of action being taken and reassure guests and staff • Requesting directions on action to take • Using effective interpersonal techniques to 8. Access and assistance to emergency services develop, support and promote a sense of may include: security within the premises • Delegating responsibility to another person to • Remaining in radio contact as required meet emergency services and direct them to • Security systems are tested as required the alarm site 3. Monitor security of hotel may be related to: • Requesting guests to move their vehicles • Responding to system alerts • Unlocking gates and barriers • Visual checks of security devices for signs of • Clearing access routes tampering, forced entry or unauthorized use or • Obtaining site plans for the alarmed area access 9. First response assistance will vary depending • Monitoring action taken to address previously on the nature of the event, but may include: reported security risks/situations • Secure hazard areas • Making repairs to security equipment where • Fire-fighting able and where authorized • Removing people from the area • Reporting, and where appropriate responding • Protecting assets to, situations that give rise to the potential for a security breach to occur • Limiting damage • Monitoring changing environmental conditions • Shutting off electrical system, valves and taps, that may impact on security closing doors and windows • Liaising with other staff and external authorities • Locking or unlocking doors, windows, etc, as appropriate 4. Potential threats, risks and suspicious • Complying with directions for assistance from circumstances may include: emergency services • Flood, fire and explosion • Maintaining personal safety and the safety of • Intruders, vandals and assailants others • Intoxicated guests 10. Inappropriate behaviour may include: • Vehicles, persons and equipment in suspicious • Aggressive, rude and anti-social behaviour places including arguing with other guests or staff • Unattended packages in public areas • Refusal to leave the premises when asked to do • Bomb threats so • Sensitive material left unlocked, or on public • Intoxication view • Intimidation and violence • Gas leaks, storms and power failures • Swearing • Faulty building, faulty or broken equipment, • Not meeting dress code broken glass • Excess guests in room • Unauthorized people in restricted areas • Noisy guests • Absence of required safety and warning signs © Environmentally & Socially Responsible Tourism Capacity Development Programme funded by the EU 111
21. VIETNAM TOURISM OCCUPATIONAL STANDARDS: HOUSEKEEPING OPERATIONS CONDITIONS OF PERFORMANCE AND VARIABLES 11. Respond to suspicious packages may 14. Maximize security of premises and include: property could include: • Evacuating the area • Placing greater emphasis on the safety of life • Notifying the authorities than on the security of property • Making enquiries amongst guests and patrons • Moving guests away from the area, or • Leaving the package alone until advised to preventing people entering the area remove it • Limiting damage wherever possible 12. Nature and scope of the emergency may commensurate with maintaining personal include: safety • Fire 15. Follow-up actions may include: • Fighting or physical confrontation • In-person investigation of the alarm to prove or • Property damage disprove alarm signal • Hold-up or robbery • Raising internal alert status • Gas leak or explosion • Running diagnostic system checks • Medical situation, such as injury, collapse, • Isolating system components assault victim • Reporting the alarm, as required, including • Identifying location of the emergency, numbers notifying patrons, staff and nominated external involved and potential for escalation service providers and/or emergency services • Arranging temporary accommodation for 13. Contact emergency services may include: existing guests if necessary • Contacting police, including contracted security services • Closing down other systems, equipment or services • Contacting medical assistance, including ambulance, in-house doctors, hospitals • Contacting fire service ASSESSMENT GUIDE ASSESSMENT METHODS Evidence of the following is required for A range of assessment methods should be used assessment: to assess practical skills and knowledge. The 1. Documents showing your system for patrol of following methods are appropriate for this premises and how you monitor security unit: systems and maintain activity logs • Direct questioning combined with review of 2. At least two examples/cases of how you portfolios of evidence and third party workplace responded to fire or other alarms (report or reports of on-the-job performance by the notes for management) candidate 3. At least two examples/cases of how you • Review of final printed documents responded to security threats or emergency • Demonstration of techniques situations (report or notes for management) • Oral or written questioning to assess 4. At least one report on recommendations made knowledge of planning and conducting to management for improvement to security meetings arrangements • Actual or simulated workplace application of security protocols Training and assessment must include the use of real buildings, plant, equipment, communication systems, emergency equipment, etc, together with actual people in real or simulated workplace scenarios RELEVANT OCCUPATIONS ACCSTP REF Supervisory or management staff with responsibility D1.HSS.CL4.01-04 for security in accommodation services 112 © Environmentally & Socially Responsible Tourism Capacity Development Programme funded by the EU
22. VIETNAM TOURISM OCCUPATIONAL STANDARDS: HOUSEKEEPING OPERATIONS RTS4.8. UNIT TITLE: APPLY RESPONSIBLE TOURISM TO ACCOMMODATION SERVICES UNIT DESCRIPTOR This unit covers the competencies required to apply responsible tourism principles to accommodation services such as hotels, guest houses or homestays. ELEMENTS AND PERFORMANCE CRITERIA E1. Inform guests of responsible tourism E3. Implement water efficiency practices issues P8. Review cleaning practices with staff to ensure P1. Inform guests of hotel environmental and toilet flushing and length of time running water conservation policies showers and taps are kept to a minimum P2. Inform guests of actions to save energy in the P9. Review energy saving in laundries by optimising hotel or guest house use and installing water efficient machinery P3. Inform guests about your waste reduction P10. Monitor use of water used for swimming pools programme and gardens and grounds to conserve water P4. Post signage in guest information book in E4. Avoid waste in accommodation operations bedroom to make guests aware of child P11. Review recycling options in kitchens, exploitation and child protection restaurants, offices, guest facilities and rooms P5. Post signage in guest information book in P12. Monitor and measure waste and recycling bedroom requesting guests to reuse towels levels and linens to reduce energy and water consumption E5. Apply responsible tourism principles in purchasing and supplies E2. Implement energy saving practices P13. Establish a purchasing policy that favours P6. Review maintenance schedules for electrical environmentally-friendly products, and those equipment to optimize efficiency that minimise energy, water and waste in the P7. Review energy saving by installing efficient production process machinery/equipment and optimising use P14. Establish a purchasing policy that favours local suppliers if possible KNOWLEDGE REQUIREMENTS K1. Explain how to develop a company code of K6. Explain the ways of increasing the use of conduct for customers to follow in responsible recycling in accommodation operations tourism behaviour K7. Define the significance of energy saving and K2. Explain the methods used in your hotel or minimizing waste guest house for saving energy, water and waste K8. Explain how to raise awareness and build management capacity of staff in sustainable tourism K3. Explain the importance of adopting responsible principles that relate to their day-to-day tourism principles in accommodation responsibilities operations K9. Describe how to set supplier sustainability K4. Describe the procedures for energy targets for improvement consumption reduction accommodation operations K5. Describe the ways of saving water in accommodation operations © Environmentally & Socially Responsible Tourism Capacity Development Programme funded by the EU 113
23. VIETNAM TOURISM OCCUPATIONAL STANDARDS: HOUSEKEEPING OPERATIONS CONDITIONS OF PERFORMANCE AND VARIABLES 1. Principles of responsible tourism include: 5. Occupancy controls can include: • Use natural resources optimally • Digital thermostats • Respect and conserve socio-cultural • Front desk controls, which power on rooms authenticity when guests arrive • Ensure viable, long-term economic benefits to • Key cards for individual rooms, which require a all stakeholders guest key to activate room controls and switch off when the key is removed as guests leave the 2. Energy controls could include: room and which automatically adjusts room • Install occupancy controls to save energy in temperature based on occupancy. guest rooms • Keep pools and spas to the minimum 6. Keep spas and fitness rooms to the temperature level required for comfort minimum temperature level required for • Turn off lights in areas that are not utilised and comfort can include: use natural lighting where possible • Install timers in saunas and steam rooms to • Ensure air conditioners are maintained at switch off the heat when not in use optimum levels • Display signage requesting guests switch off • Ensure regular maintenance of electrical equipment after use equipment to optimize efficiency • Purchase fitness machines that are powered by • Review energy saving in laundries and other user activity rather than electricity areas in the organisationby installing efficient • Set back the thermostat in pool, fitness and machinery/equipment and optimising use recreation areas after hours • Ensure all appliances are turned off when a 7. Maintaining lighting to reduce energy can guest leaves the hotel room include: • Replace incandescent lights with energy • Turn off lights in areas that are not utilised efficiency CFL bulbs • Utilise natural lighting, keep lights to a • Post signage reminding guests to conserve minimum during the day in areas that are well energy and switch off all lights and air lit by sunlight conditioning when exiting their room • Clean lighting fixtures regularly • Install water efficient taps and showerheads • Install daylight sensors or ‘photocells’ which with aerators which will reduce water control artificial lighting to be reduced when consumption while maintaining comfort there is sufficient natural lighting available 3. Water efficiency in accommodation • Install occupancy sensors to automatically turn operations could include: lighting off when no one is present • Maintain bathrooms to avoid water leakage • Label light switches to denote location of lights, • Review cleaning practices with staff to ensure aiding in switching off unnecessary lighting toilet flushing and length of time running 8. Optimise use of air conditioning to save showers and taps are kept to a minimum energy can include: • Review energy saving in laundries by optimising • Program thermostat settings to automatically use and installing water efficient machinery adjust to changing temperature needs • Monitor use of water used for swimming pools throughout the day. Such as, significantly and gardens and grounds to conserve water reduce heating and cooling temperatures in common areas (lounges, corridors and 4. Avoid waste in accommodation operations stairwells) during low traffic hours, such as could include: midnight to 5 am • Implement recycling in all areas of the company, kitchens, offices, guest facilities and • Take advantage of sunlight and use shades/ bedrooms curtains to minimise over or under conditioning • Provide ample recycling bins and fewer waste • In the summer adjust temperature to 23°-25°C bins, encouraging guests and staff to recycle • Schedule regular maintenance checks for air rather than trash waste conditioning equipment • Replace disposable items with reusable ones, such as refillable soap and shampoo containers • Use environmentally friendly cleaning and gardening supplies • Monitor and measure waste and recycling levels 114 © Environmentally & Socially Responsible Tourism Capacity Development Programme funded by the EU
24. VIETNAM TOURISM OCCUPATIONAL STANDARDS: HOUSEKEEPING OPERATIONS CONDITIONS OF PERFORMANCE AND VARIABLES 9. Save water in guest rooms can include: 14. Establish a responsible tourism purchasing • Install dual flush toilets policy and practice that includes: • Fix small leaks, as a small leak eventuates into a • Use green housekeeping materials (natural bigger one cleaning agents rather than chemicals) • Install efficient mixer taps (combined hot and • Purchase and use green equipment, fabric and cold) in sinks with a flow rate of 6L/min and an materials (local, natural, recycled) aerated flow • Establish a purchasing policy that favours • Install water efficient 9L/min aerated environmentally-friendly products showerhead, in showers • Purchase products that minimise energy, water • Review cleaning practices with staff to ensure and waste in the production process toilet flushing and length of time running • Establish a purchasing policy that favours local showers and taps are kept to a minimum suppliers if possible to benefit local community 10. Ensuring efficient laundries can include: Important behaviours for supervisor/managers • Operate machines only when fully loaded include: • Adhere to the manufacturer’s recommended 1. Encourage, generate and recognise innovative settings and regularly check that the water level solutions is correct during operation 2. Constructively challenge the status quo and • Schedule regular maintenance to ensure water seek better alternatives valves and dump drains are free from leaks 3. Try out new ways of working • Isolate and turn off the steam supply to 4. Keep people informed of plans and equipment when not in use developments in a timely way • When upgrading a laundry facility, consider 5. Balance the diverse needs of different installing continuous batch washers, which use customers less water and steam 6. Continuously improve products and services 11. Ensuring efficient use of pools includes: 7. Take repeated or different actions to overcome • Clean and maintain pool filters regularly obstacles • Consider installing solar heating unit for pools 8. Identify and raise ethical concerns • Monitor and record pool’s water meter to 9. Take personal responsibility for making things identify any leaks or abnormally high water use happen 10. Monitor the quality of work and progress 12. Ensuring efficient use of outdoor areas against plans and take appropriate corrective includes: action, where necessary • Select native plants that require minimal 11. Communicate a vision that inspires enthusiasm amounts of water and commitment • Less frequent and heavy watering of plants and 12. Communicate clearly the value and benefits of lawns makes plants more drought resistant by a proposed course of action encouraging roots to grow deeper 13. Present ideas and arguments convincingly in • Water base of plants, not leaves ways that engage people • Use drip hoses rather than sprinklers • Water early in the morning or late evening, not at midday 13. Use environmentally friendly cleaning products can include: • Use phosphate free, non-toxic and biodegradable products • Use concentrated cleaning products, these use less packaging and take less store room • Use refillable containers for soaps and shampoos rather than individual items • Involve cleaners in all company sustainability discussions and forums • Provide a comingled recycling bin in each guest room © Environmentally & Socially Responsible Tourism Capacity Development Programme funded by the EU 115
25. VIETNAM TOURISM OCCUPATIONAL STANDARDS: HOUSEKEEPING OPERATIONS ASSESSMENT GUIDE ASSESSMENT METHODS Assessment of units at level 3-5 is normally based Suitable methods will include: on performance at work. Some units at levels 3-5 • Portfolio of workplace evidence cannot be assessed by observation due to • Personal statements confidentiality, work constraints/environment etc. • Witness testimony This unit may be assessed holistically by means of • Professional discussion a portfolio of evidence or report on implementing Simulation can be used in colleges or in the responsible tourism principles in a hotel workplace for some performance criteria but should environment. Individuals are expected to be used sparingly. demonstrate that they can apply relevant concepts to situations which they could face as supervisors/ A portfolio or written report should be managers. They are also expected to suggest, justify supplemented by oral questions to ensure all and evaluate possible courses of actions which they aspects of the evidence requirements are fully met. may take to deal with situations and with challenges that they face as supervisors/managers in an organisation. Note that all evidence should remove names of personnel to protect the privacy of individuals and the organisation. Evidence must include: 1. At least two accommodation activities that inform guests about responsible tourism issues recorded and documented 2. At least three examples of energy saving, water efficiency and waste avoidance activities recorded and documented 3. One example of responsible tourism principles applied to purchasing and supplies 4. Fully completing the knowledge assessment as set out in the unit either by recorded oral questioning or answers to written questions RELEVANT OCCUPATIONS ACCSTP REF Managers in hotels and other accommodation N/A services 116 © Environmentally & Socially Responsible Tourism Capacity Development Programme funded by the EU
26. VIETNAM TOURISM OCCUPATIONAL STANDARDS: HOUSEKEEPING OPERATIONS GAS2. UNIT TITLE: OPTIMISE EFFECTIVE USE OF TECHNOLOGY UNIT DESCRIPTOR This unit covers the competencies required to ensure those working in your organisation or area of responsibility use technology to enhance business performance – for example, information or communications technology, equipment, machinery. ELEMENTS AND PERFORMANCE CRITERIA E1. Identify opportunities to use technology E2. Introduce new technology into the effectively organisation P1. Engage appropriate colleagues in identifying P5. Communicate the strategy for using technology and developing effective approaches to the use to colleagues and to other key stakeholders of technology in your hospitality or tourism/ P6. Check that any new technology is compatible travel company with existing technology P2. Seek and make use of specialist expertise to P7. Monitor the introduction of any technology or assist in developing, implementing and adaptation of existing technology carefully and reviewing your strategy for using technology take prompt and effective action to address and monitoring performance in relation to the any problems use of technology E3. Ensure support for new technology P3. Identify the current approaches to the use of introduced technology within your organisation or area of responsibility and any plans to discard or P8. Ensure that resources and support are introduce technology or to use existing provided to enable colleagues to make technology for different purposes effective use of the available technology P4. Identify opportunities for introducing new P9. Ensure that contingency plans are in place in technology, adapting existing technology or case technology fails using existing technology for different P10. Maintain systems to monitor implementation purposes of the strategy and report on the technology performance of your organisation or area of responsibility KNOWLEDGE REQUIREMENTS K1. Define the different types of technology K6. Define the different techniques and methods suitable for a hospitality or tourism for communicating the organisation’s approach organisation to and strategy for using technology K2. List the main factors to consider when K7. Explain how to check the compatibility of new assessing the use and/or introduction of new technology with existing technology technology, including the full costs and benefits K8. Describe how to establish systems for K3. Explain the importance of consulting with reviewing the implementation of the strategy colleagues and other relevant parties in for using technology and identifying areas for relation to technology improvement K4. Describe what an effective strategy for using K9. Define the types of resources and support technology should cover needed to enable colleagues to make the best K5. Explain the importance of contingency use of the available technology planning in relation to the on-going use and/or introduction of technology and how to do this effectively © Environmentally & Socially Responsible Tourism Capacity Development Programme funded by the EU 117
27. VIETNAM TOURISM OCCUPATIONAL STANDARDS: HOUSEKEEPING OPERATIONS CONDITIONS OF PERFORMANCE AND VARIABLES 1. Opportunities to use technology effectively Important behaviours for managers handling could include: stock control include: • Analysis of business needs to identify areas 1. Seek opportunities to improve performance where technology could help productivity and 2. Constructively seek and recommend better save cost alternatives • Analysis of service areas to identify areas where 3. Try out new ways of working technology could help efficiency and save time 4. Present information clearly, concisely, 2. Seeking and making use of specialist accurately and in ways that promote expertise in relation to the use of understanding technology could include: 5. Reflect on your experiences and use the • IT staff in the organisation lessons to guide your decisions and actions • External suppliers 6. Balance risks against the benefits that may arise • Consultants from taking risks 7. Take personal responsibility for making things 3. Communicate the strategy for using happen technology to colleagues and to other key 8. Create a sense of common purpose stakeholders could include: 9. Anticipate likely future scenarios based on • Presentations or meetings realistic analysis of trends and developments • Email or internal messaging 10. Specify the assumptions made and risks • Others involved in understanding a situation 4. Monitor the introduction of any technology 11. Take timely decisions that are realistic for the or adaptation of existing technology could situation include: • Liaison with IT department • Liaison with users and user department 118 © Environmentally & Socially Responsible Tourism Capacity Development Programme funded by the EU
28. VIETNAM TOURISM OCCUPATIONAL STANDARDS: HOUSEKEEPING OPERATIONS ASSESSMENT GUIDE ASSESSMENT METHODS Assessment of units at level 3-5 is normally based Suitable methods will include: on performance at work. Some units at levels 3-5 • Portfolio of workplace evidence (This could be cannot be assessed by observation due to minutes or notes of meetings, reports or confidentiality, work constraints/environment etc. recommendations from others) This unit may be assessed holistically by means of a • Personal statements portfolio of evidence or report on optimising the use • Witness testimony of technology in a hospitality or tourism • Professional discussion environment. Individuals are expected to Simulation can be used in colleges or in the demonstrate that they can apply relevant concepts workplace for some performance criteria but should to situations which they could face as supervisors/ be used sparingly. managers. They are also expected to suggest, justify and evaluate possible courses of actions which they A portfolio or written report should be may take to deal with situations and with challenges supplemented by oral questions to ensure all that they face as supervisors/managers in an aspects of the evidence requirements are fully met. organisation. Note that all evidence should remove names of personnel to protect the privacy of individuals and the organisation. Evidence must include: 1. At least one occasion where you engaged appropriate colleagues and specialist advice in identifying and developing effective approaches to the use of technology in your hospitality or tourism/travel company 2. At least one occasion when you identified the current approaches to the use of technology within your organisation or area of responsibility and discussed plans to discard or introduce technology or to use existing technology for different purposes 3. At least one record of how you introduced new technology into the organisation, monitored the introduction of technology or adaptation of existing technology and took action to address any problems 4. At least one occasion when you provided resources, support (including monitoring & maintenance) to enable colleagues to make effective use of the available technology 5. Fully completing the knowledge assessment as set out in the unit either by recorded oral questioning or answers to written questions RELEVANT OCCUPATIONS ACCSTP REF Managers in tourism occupations D1.HGA.CL6.12 & D1.HRM.CL9.13 © Environmentally & Socially Responsible Tourism Capacity Development Programme funded by the EU 119
29. VIETNAM TOURISM OCCUPATIONAL STANDARDS: HOUSEKEEPING OPERATIONS GAS3. UNIT TITLE: ESTABLISH POLICIES AND PROCEDURES UNIT DESCRIPTOR This unit covers the competencies required to establish policies and procedures relating to legal, regulatory, ethical and social requirements, and to communicate these policies and procedures to relevant people. ELEMENTS AND PERFORMANCE CRITERIA E1. Develop operational policies E2. Administer and monitor operational P1. Develop operational polices and strategies policy based on monitoring of workplace needs and P9. Implement and evaluate identified actions in identification of opportunities for improvement accordance with agreed priorities and innovation P10. Monitor performance indicators P2. Develop scope and objectives of the required P11. Provide progress and other reports as initiative based on enterprise goals, staff and required customer feedback P12. Make assessment of the need for additional P3. Identify and analyse internal and external resource requirements and take appropriate factors that may impact on the policy action P4. Consult appropriate stakeholders during the E3. Conduct on-going evaluation development of the policy P13. Review the operational policy to assess P5. Develop appropriate and financially-sound effectiveness in the workplace resource strategies P14. Monitor performance P6. Develop administrative framework and systems capable of supporting the planned initiative P15. Identify problems and make adjustments accordingly P7. Identify and communicate clearly all priorities, responsibilities and timelines P16. Incorporate the results of evaluation into on-going planning P8. Develop evaluation systems in consultation with appropriate colleagues KNOWLEDGE REQUIREMENTS K1. Explain the key planning concepts and K6. Describe the best channels to communicate techniques including the structure of priorities, responsibilities and timelines operational polices and steps in the planning K7. Describe the progress and other reports used process for monitoring policy implementation K2. Explain how to develop operational polices and K8. Explain how the operational policy is evaluated strategies based on monitoring of workplace to assess effectiveness in the workplace needs K9. Explain how you would incorporate the results K3. Identify some of the internal and external of evaluation into on-going planning factors that may impact on the policy K4. Explain the factors in developing appropriate and financially-sound resource strategies K5. Describe the administrative framework and systems capable of supporting the planned initiative 120 © Environmentally & Socially Responsible Tourism Capacity Development Programme funded by the EU
30. VIETNAM TOURISM OCCUPATIONAL STANDARDS: HOUSEKEEPING OPERATIONS CONDITIONS OF PERFORMANCE AND VARIABLES 1. Policies requiring development could 8. Review the operational plan may relate to: include: • Quarterly reviews • Environment • Business plan cycle • Products and services • Major events triggering a review, e.g. change in • Training market-place • Workplace relations 9. Performance may relate to: • Finance • Market share • Asset management • Sales figures • Others • Customer satisfaction 2. Strategies may include: • Staff retention • Client development Important behaviours for supervisors/ • Geographic expansion managers include: • Organisational growth 1. Seek opportunities to improve performance • Service growth 2. Constructively challenge the status quo and • Debt reduction seek better alternatives • Income development 3. Try out new ways of working • Others 4. Present information clearly, concisely, accurately and in ways that promote 3. Objectives may include: understanding • Sales figures 5. Reflect on your experiences and use the • Revenues lessons to guide your decisions and actions • Delivery times 6. Balance risks against the benefits that may arise • Service standards from taking risks • Client numbers 7. Take personal responsibility for making things • Sales figures and targets happen • Booking levels 8. Create a sense of common purpose • Customer or staff feedback 9. Anticipate likely future scenarios based on • Productivity gains realistic analysis of trends and developments • Guest satisfaction 10. Specify the assumptions made and risks involved in understanding a situation 4. Analyse internal and external factors may relate to: 11. Take timely decisions that are realistic for the situation • Capabilities and resources • Trends and developments in the marketplace • Comparative market information • Legal and ethical constraints 5. Stakeholders may include: • Customers • Employees • Government agencies • Owners • Suppliers • Strategic alliance partners 6. Evaluate may include: • Key performance indicators • Gap analysis • Customer feedback • Compliance reports • Employee feedback 7. Performance indicators may include: • Sales • Return on investment • Customer service • Debt servicing costs © Environmentally & Socially Responsible Tourism Capacity Development Programme funded by the EU 121
31. VIETNAM TOURISM OCCUPATIONAL STANDARDS: HOUSEKEEPING OPERATIONS ASSESSMENT GUIDE ASSESSMENT METHODS Assessment of units at level 3-5 is normally based Suitable methods will include: on performance at work. Some units at levels 3-5 • Portfolio of workplace evidence (This could be cannot be assessed by observation due to minutes or notes of meetings, reports or confidentiality, work constraints/environment etc. recommendations from others) This unit may be assessed holistically by means of • Personal statements a portfolio of evidence or report on planning and • Witness testimony implementing responsible tourism policies and • Professional discussion procedures in a hotel environment. Individuals Simulation can be used in colleges or in the are expected to demonstrate that they can apply workplace for some performance criteria but should relevant concepts to situations which they could face be used sparingly. as supervisors/managers. They are also expected to suggest, justify and evaluate possible courses of A portfolio or written report should be actions which they may take to deal with situations supplemented by oral questions to ensure all and with challenges that they face as supervisors/ aspects of the evidence requirements are fully met. managers in an organisation. Note that all evidence should remove names of personnel to protect the privacy of individuals and the organisation. Evidence must include: 1. Example of at least two operational policies/ strategies developed based on monitoring of workplace needs and identification of opportunities for improvement and innovation 2. Example of one operational policy implemented and evaluated in accordance with agreed priorities and performance indicators 3. Example of one operational policy monitored for performance, adjusted and incorporating the results of evaluation into on-going planning 4. Fully completing the knowledge assessment as set out in the unit either by recorded oral questioning or answers to written questions RELEVANT OCCUPATIONS ACCSTP REF Managers in tourism occupations D1.HGA.CL6.01 122 © Environmentally & Socially Responsible Tourism Capacity Development Programme funded by the EU
32. VIETNAM TOURISM OCCUPATIONAL STANDARDS: HOUSEKEEPING OPERATIONS SCS4. UNIT TITLE: PLAN AND CONDUCT AND EVACUATION OF PREMISES UNIT DESCRIPTOR This unit describes the competencies required to plan and conduct an evacuation of premises while providing for the maximum safety and protection of self and others. It requires the ability to contribute to the development of an evacuation policy, arrange and participate in evacuation drills, maintain regular communication with designated fire wardens, and conduct evacuations. ELEMENTS AND PERFORMANCE CRITERIA E1. Contribute to policy and procedures for an E3. Conduct evacuation evacuation situation P9. Confirm evacuation and notify appropriate P1. Identify national, legal and organisational emergency services agencies requirements relevant to planning and P10. Identify hazards and implement risk control conducting evacuations measures within scope of own responsibility, P2. Review Occupational Health and Safety (OHS) competency and authority requirements for evacuation procedures P11. Evacuate premises in accordance with P3. Discuss evacuation scenarios and a system of evacuation policy and procedures emergency alerting determined in consultation P12. Identify and make special arrangements for with relevant persons mobility impaired persons P4. Present evacuation policy for review to relevant P13. Account for all evacuated personnel in persons accordance with evacuation policy and procedures E2. Participate in conducting evacuation drills P5. Disseminate evacuation policy and procedures P14. Complete and securely maintain all relevant to all staff documentation in accordance with organisational procedures P6. Plan routine and regular evacuation drills in consultation with relevant persons P7. Conduct evacuation drills in accordance with evacuation policy and procedures P8. Gather feedback on evacuation implementation make amendments to evacuation policy and procedures KNOWLEDGE REQUIREMENTS K1. Identify applicable legislation and regulations K7. Identify the location of emergency and security including licensing requirements systems K2. Describe the major reasons for evacuation of K8. Review the premises layout and access points premises and the factors to consider in K9. Explain the principles of effective planning evacuation communication including interpersonal K3. Identify the key evacuation procedures and techniques processes K10. List the evacuation report and documentation K4. Describe the emergency and evacuation requirements requirements for organisations K11. Identify the types of safety hazards and risks K5. Describe the company first aid principles and procedures K6. Explain the limits of own responsibility and authority © Environmentally & Socially Responsible Tourism Capacity Development Programme funded by the EU 123
33. VIETNAM TOURISM OCCUPATIONAL STANDARDS: HOUSEKEEPING OPERATIONS CONDITIONS OF PERFORMANCE AND VARIABLES 1. Legislative requirements may relate to: 7. Risk control measures may involve: • Apprehension and powers of arrest • Evacuating the premises • Counter-terrorism • Isolating and removal of risk • Crowd control and control of persons under • Isolating area of potential risk the influence of intoxicating substances • Notifying relevant emergency services agencies • Inspection of people and property, and search • Providing access for emergency services and seizure of goods • Provision of first aid • Privacy and confidentiality • Request for support and assistance • Environmental issues • Restraint of persons • Trespass and the removal of persons • Use of negotiation techniques 2. Organisational requirements may relate 8. Evacuation of premises may be: to: • By designated alternative routes • Equal access and equality policies and • By prescribed primary routes procedures • To designated assembly point • Business and performance plans • Client service standards 9. Documentation may include: • Communication channels and reporting • Activity logs procedures • Incident reports • Documentation systems, procedures and • Request for assistance forms processes • Review and feedback of evacuation policy and • Emergency and evacuation procedures procedures • Employer and employee rights and Important behaviours for supervisors/ responsibilities managers include: • Legal and organisational policy and procedures 1. Constructively challenge the current situation including personnel practices and guidelines and seek better alternatives • Quality and continuous improvement 2. Present information clearly, concisely, processes and standards accurately and in ways that promote 3. Emergency scenarios may include: understanding • Emergencies e.g. fire, scenes of crime, 3. Give feedback to others to help them maintain accidents and improve their performance • Hazardous situations e.g. physical, chemical, 4. Continuously improve quality of products and electrical, weather (typhoons and tropical services storms) 5. Comply with, and ensure others comply with, • Threats e.g. bombs, sabotage legal requirements, industry regulations, organisational policies and professional codes 4. Relevant persons may include: 6. Monitor the quality of work and progress • Building manager against plans and take appropriate corrective • Clients action, where necessary • Colleagues 7. Develop systems to gather and manage • Emergency services personnel e.g. fire, information and knowledge effectively, ambulance, police efficiently and ethically • Senior manager 8. Use a range of legitimate strategies and tactics • Emergency response team to influence people 9. Make effective use of available resources 5. Notification may be made by: 10. Recognise stakeholders’ needs and interests • Dedicated communications link and manage these effectively • Direct alarm link 11. Build a plausible picture from limited data • Telephone and mobile phone 12. Specify the assumptions made and risks • Two-way radio (portable and installed) involved in understanding a situation 6. Hazards may include: • Blocked stairway exits • Falling debris • Incorrect or insufficient information on evacuation procedures • Smoke inhalation 124 © Environmentally & Socially Responsible Tourism Capacity Development Programme funded by the EU
34. VIETNAM TOURISM OCCUPATIONAL STANDARDS: HOUSEKEEPING OPERATIONS ASSESSMENT GUIDE ASSESSMENT METHODS Assessment of units at level 3-5 is normally based This unit may be assessed holistically by means of a on performance at work. Some units at levels 3-5 portfolio of evidence or report on evacuation cannot be assessed by observation due to procedures and practices. Individuals are expected confidentiality, work constraints/environment etc. to demonstrate that they can apply relevant concepts to situations which they could face as A person who demonstrates competency in this unit supervisors/managers. They are also expected to must be able to provide evidence of accurately suggest, justify and evaluate possible courses of planning and completing an evacuation of premises. actions which they may take to deal with situations Performance assessment must include: and with challenges that they face as supervisors/ 1. One report on contribution to planning and managers in an organisation. completing an evacuation of premises Suitable assessment methods may include: 2. One report on how you disseminated • Direct observation evacuation policy and procedures to all staff • Naturally occurring evidence in the workplace and planned routine and regular evacuation drills in consultation with relevant persons • Review of portfolios of evidence 3. One report on outcome of conducting • Review of third party workplace reports of on evacuation drills in accordance with evacuation the job performance by the individual policy and procedures Oral questioning or written assessment may be used 4. One report of actual or simulated evacuation of to assess underpinning knowledge. In assessment premises. Report should include hazards and situations where the candidate is offered a choice risk control measures, special arrangements between oral questioning and written assessment, for mobility impaired persons and completed questions are to be identical. documentation in accordance organisational procedures RELEVANT OCCUPATIONS ACCSTP REF All staff with supervisory or management D1.HSS.CL4.10 responsibility in tourism occupations © Environmentally & Socially Responsible Tourism Capacity Development Programme funded by the EU 125
35. VIETNAM TOURISM OCCUPATIONAL STANDARDS: HOUSEKEEPING OPERATIONS COS1. UNIT TITLE: USE THE TELEPHONE IN THE WORKPLACE UNIT DESCRIPTOR This unit describes the competencies required to use the phone in the workplace. It includes preparation to answer the phone effectively to handle all telephone situations. ELEMENTS AND PERFORMANCE CRITERIA E1. Communicate effectively on the telephone E4. Place a call on hold P1. Prepare to answer the phone P11. Inform the caller of the call status P2. Ensure the appropriate greeting style is applied P12. Offer alternative contacts if the called party is P3. Speak clearly and slowly engaged E2. Initiate a telephone call E5. Take a message P4. Prepare content for telephone conversation P13. Check if the caller wants to leave a message or P5. Dial the number correctly voice mail message P6. End the call courteously P14. Complete the message form after reconfirming all the details with the caller E3. Transfer a call P15. Pass the message to the person concerned P7. Check if the transfer request is allowed or not P8. Inform the caller that the call will be transferred if applicable P9. Connect with a third party P10. Ensure the call is transferred promptly KNOWLEDGE REQUIREMENTS K1. List things that need to be ready for an K5. Describe how to end the call courteously effective telephone communication K6. Explain how the call could be transferred K2. State the property’s greeting standard K7. Explain how the call could be placed on hold K3. Explain the importance of speaking clearly and K8. Identify what information is needed to slowly complete a message form K4. Identify the information needed to prepare for the call 126 © Environmentally & Socially Responsible Tourism Capacity Development Programme funded by the EU
36. VIETNAM TOURISM OCCUPATIONAL STANDARDS: HOUSEKEEPING OPERATIONS CONDITIONS OF PERFORMANCE AND VARIABLES 1. Communicate effectively on the telephone 3. Transfer a call requires: includes: • Extension number list • Using a telephone/switch board/headphone • Telephone directory sets 4. Take a call message requires: • Greeting standards • Message form 2. Initiate a telephone call requires: • In-house guest/expected arrival list • Paper/note pad • Message envelope • Pen • Telephone directory • Telephone number • Conversation content ASSESSMENT GUIDE ASSESSMENT METHODS 1. At least four telephone calls should be • Observation of practical candidate performance observed and monitored to ensure the • Oral test, written questions and/or multiple standard is met choice test 2. Assessment should ensure the property’s • Third party reports completed by a supervisor standards and procedures in using the • Role play phone in the workplace are followed RELEVANT OCCUPATIONS ACCSTP REF Food & Beverage, Waiter/Waitress, Receptionist/ D1.HRS.CL1.04 & D1.HOT.CL1.07 Front Desk Agent, Guest Service Agent, Housekeeping Attendant, Kitchen, Security, Engineer, Tour Operator © Environmentally & Socially Responsible Tourism Capacity Development Programme funded by the EU 127
37. VIETNAM TOURISM OCCUPATIONAL STANDARDS: HOUSEKEEPING OPERATIONS COS2. UNIT TITLE: WORK EFFECTIVELY WITH OTHERS UNIT DESCRIPTOR This unit describes the competencies required to work in a hospitality or tourism environment promoting department/ team commitment and cooperation, supporting team members and dealing effectively with issues, problems and conflict. ELEMENTS AND PERFORMANCE CRITERIA E1. Develop effective workplace E3. Deal effectively with issues, problems and relationships conflict P1. Identify own responsibilities and duties in P7. Respect differences in personal values and relation to department/team members beliefs and their importance in the P2. Undertake activities in a manner that promotes development of relationships cooperation and good relationships P8. Identify any linguistic and cultural differences in P3. Encourage, acknowledge and act upon communication styles and respond feedback provided by others in the appropriately department/team P9. Identify issues, problems and conflict encountered in the workplace E2. Contribute to department or team activities P10. Seek assistance from department/team members when issues, problems and conflict P4. Provide support to department or team arise members to ensure goals are met P5. Contribute to department/team goals and tasks according to organisational requirements P6. Share information relevant to work with department/team to ensure designated goals are met KNOWLEDGE REQUIREMENTS K1. List own responsibilities and duties in relation K7. Explain how to deal effectively with issues, to department/team members problems and conflict K2. Explain how to undertake activities in a manner K8. Explain how to respect differences in personal that promotes cooperation and good values and beliefs relationships K9. Explain how to respond to linguistic and K3. Explain how to act upon feedback provided by cultural differences in communication styles others in the department/team K10. List the type of issues, problems and conflict K4. Give examples of how to contribute to encountered in the workplace department or team activities K11. Explain how to get assistance from K5. Describe how to support department or team department/team members when issues, members to ensure goals are met problems and conflict arise K6. Suggest ways to share information relevant to work with department/team to ensure designated goals are met 128 © Environmentally & Socially Responsible Tourism Capacity Development Programme funded by the EU
38. VIETNAM TOURISM OCCUPATIONAL STANDARDS: HOUSEKEEPING OPERATIONS CONDITIONS OF PERFORMANCE AND VARIABLES The unit variables interpret the scope and context 5. Information to be shared may include: of this unit of competence, allowing for differences • Acknowledging satisfactory performance between different working environments and is • Acknowledging unsatisfactory performance appropriate for all tourism and hospitality job roles. • Assisting a colleague 1. Responsibilities and duties may include: • Clarifying the organisation’s preferred task • Code of conduct completion methods • Job description and employment arrangements • Encouraging colleagues • Skills, training and competencies • Open communication channels • Supervision and accountability • Workplace hazards, risks and controls • Responsible and sustainable working practices 6. Opportunities for improvement may 2. Department/team members may include: include: • Peers/work colleagues/team/trainees/intern • Career planning/development • Supervisor or manager • Coaching, mentoring and/or supervision • Formal/informal learning programmes 3. Feedback on performance may include: • Internal/external training provision • Formal/informal performance appraisals • Performance appraisals • Feedback from supervisors and colleagues • Personal study • Personal, reflective behaviour strategies • Recognition of prior learning/experience 4. Support to team members may include: • Explaining/clarifying • Helping colleagues • Problem solving • Providing encouragement • Providing feedback to a team member • Undertaking extra tasks if necessary ASSESSMENT GUIDE ASSESSMENT METHODS Evidence of the following is required: A range of assessment methods should be used 1. Two examples of providing support to team to assess practical skills and knowledge. The members to ensure goals are met following examples are appropriate for this 2. Two examples of seeking feedback from clients unit: and/or colleagues and taking appropriate • Direct questioning combined with review of action portfolios of evidence and third party workplace 3. Two examples/cases of resolving conflicts in the reports of on the job performance by the candidate workplace • Analysis of responses to case studies and Assessment must ensure: scenarios • Access to an actual workplace or simulated • Demonstration of techniques environment • Observation of demonstrated techniques in • Access to office equipment and resources resolving conflict • Examples of problems, issues or conflicts that • Observation of presentations have been resolved • Review of documentation identifying and planning strategies/opportunities for work- group improvement RELEVANT OCCUPATIONS ACCSTP REF Appropriate for all tourism job roles (1) D1.HOT.CL1.02; (2) D1.HOT.CL1.11; (3) D1.HOT. CL1.01 © Environmentally & Socially Responsible Tourism Capacity Development Programme funded by the EU 129