NAME OF THE COURSE-Guest Relations Manager CURRICULUM/SYLLABUS

Save this PDF as:

Size: px
Start display at page:

Download "NAME OF THE COURSE-Guest Relations Manager CURRICULUM/SYLLABUS"

Transcription

1 NAME OF THE COURSE-Guest Relations Manager CURRICULUM/SYLLABUS This program is aimed at training candidates for the job of a Guest Relations Manager, in the Tourism and Hospitality Sector/Industry and aims at building the following key competencies amongst the learner 1. Personal grooming/ hygiene 5. Customer service skills 2. Appropriate etiquette and conduct 6. Effective communication-verbal/non-verbal 3. Maintain IPR 7. Handling guest s complaints / queries 4. Work hazards and safety 8. Working knowledge of English/ State language This course encompasses 12 out of 12 National Occupational Standards (NOS) of Guest Relations Manager Qualification Pack issued by Tourism & Hospitality Skill Council. S. No. Topic / Module 1 Activity upon arrival of guest Theory duration (in hours) Practical duration (in hours) Key Learning Outcomes Identify guests with reservation Understand various category of guests like VIP etc. and prepare accordingly Inform airport representative, travel desk and concierge about required services Greet the guests upon arrival as per SOP Understand guests comfort, requirements and expectations Communicate effectively and professionally Understand guest room preference and block room accordingly Inform for special arrangements Inform guests about loyalty programs and if they are already Corresponding NOS code THC/N0113 Page 1

2 2 Activity at the time of guest check-out 3 Achieving guest satisfaction through satisfactorily meeting guest requirements 4 Delivering message / materials to guest members, ensuring their stay is recorded and points credited Inform guests about the facilities available in the Hotel Identify the check-out time Ensure luggage transfer through bell boy Provide assistance on billing, payment etc. Receive guest feedback Seek information about future visits Ask for guest requirements during check-in Co-ordinate with various departments to get those requirements fulfilled or arrange for materials/ consumables Inform travel desk on guest requirements related to them Ensure that guests are always attended to Answer guest queries about Hotel/Local information Revert to guest request as per SOP for turn-around-time Ensure guest satisfaction at all times 5 15 Deliver messages timely to the guest Inform guest about visitors, if any Arrange and deliver front office consumables THC/N0113 THC/N0107 THC/N0107 Page 2

3 5 Listening to guest s concerns 6 Achieving guest satisfaction by resolving guest s issues 7 Proving appropriate feedback to relevant department 8 Training Front Office employees 5 15 Interact with the guest and listen to the complaint patiently Identify temporary solution, if any and inform guest Arrange for alternatives 5 15 Identify the problem Understand if the problem is caused due to staff negligence Identify the right person to rectify the problem and the time needed to rectify it Ensure customer is informed about steps being taken Escalate issues if required Ensure the customer is comfortable with the resolution and services in general Identify any additional issues and offer discounts, if required 5 15 Inform the person / department which caused the problem about the issue and the fix Maintain a record of such incidents Ensure the concerned person / department has taken directives to prevent such occurrences in future 5 15 Assist duty manager in recruitment Identify training requirements Guide and train employees on Front Office Functions THC/N0114 THC/N0114 THC/N0114 THC/N0115 Page 3

4 9 Identifying latest trends in Front Office department 10 Monitoring and Supervising Front Office employees 11 Interacting with superiors and colleagues Ensure that proposed training is beneficial and employees are well-trained 5 15 Identify global developments and latest best practices and processes globally Check the feasibility of process changes Inform duty manager of any such changes and its benefits 5 15 Identify the functions of all roles Maintain positive relations and two-way communication with employees Maintain track record of activities performed and inform duty manager accordingly 5 10 Receive job order and instructions from reporting superior Escalate unresolved problems or complaints to relevant superior Understand work output requirements, targets, performance indicators and incentives Deliver quality work and report anticipated delays with reason Communicate maintenance and repair schedule to superior Receive feedback on work standards Document the completed work Show trust, support and respect THC/N0115 THC/N0115 THC/N9901 Page 4

5 12 Communicating with customers to all colleagues and assist them with information and knowledge Try to achieve smooth overflow Identify the potential and existing conflicts with colleagues and resolve them Seek assistance from colleagues when required Pass on essential information to colleagues in a timely manner Behave responsibly and use polite language with colleagues Interact with colleagues from different functions to understand their nature of work To understand teamwork, multi tasking, co-operation, coordination and collaboration Lookout for any errors and help colleagues to rectify them 5 10 Identify customer needs by asking questions Have good knowledge on product and services and brief the customer clearly on them in a polite and professional manner Build friendly but impersonal relationship with the customers Use appropriate language and tone and listen actively Show sensitivity to gender/ cultural and social differences Understand customer expectations and provide THC/N9901 Page 5

6 13 Service quality requirements appropriate product/services Understand customer dissatisfaction and address their complaints Maintain proper body language and dress code Communicate clearly and effectively with the guest Inform the customers on any issues and developments involving them Respond back to the customer immediately Upselling/promoting suitable products and services Seek feedback from customers Explain terms and conditions clearly 4 6 Understand target customers, their profiles and needs Build good rapport with the customer Understand the market trends and customer expectations by discussing the same with frequent customers Seek feedback and rating from customer Use customer oriented behaviour to gain loyalty and satisfaction Be friendly but not familiar with guest THC/N Achieving customer 4 6 Ensure fair and honest THC/N9902 Page 6

7 satisfaction through customer-centric service treatments to customers Enhance company s brand value Read customer expectations and ensure they are met Readily accept and implement new ideas to improve customer satisfaction Communicate customer feedback to superior Offer promotions to improve product satisfaction Consult with senior on unscheduled customer requests 15 Etiquettes 4 6 Greet, welcome and address the customer appropriately THC/N9903 Maintain pitch and tone of voice while speaking to customers Maintain high standards of practice and transparency in pricing Answer the telephone Communicate appropriately with the customer Dress professionally Maintain personal integrity and ethical behaviour Maintain personal grooming and positive body language Demonstrate responsible and disciplined behaviour Escalate grievances to appropriate authority Page 7

8 16 Achieving customer satisfaction by being professional 17 Services and facilities specific to age / gender / special needs 18 How to behave with women at workplace? 5 5 Use appropriate titles and terms of respect Handle customer grievances professionally Offer friendly, courteous and hospitable service to the customers Provide assistance with sincere attitude Achieve 100% customer satisfaction Understand customer loyalty and brand value 4 6 Ensure that the customer feels safe Understand procedures to be followed during terrorist attacks Know the facilities and services specific to gender and age Co-ordinate with team to meet these needs Educate customers about entertainment programs for children, basic safeguard procedures for senior citizens Arrange for transport and equipment as required by senior citizens Understand availability of medical facilities/doctor 4 6 Understand women rights and company s polices regarding them Know special facilities available for women colleagues and THC/N9903 THC/N9904 THC/N9904 Page 8

9 customers Inform about methods to ensure safety and security of women Provide comfortable and safe environment for female customers Maintain compliant behaviour etiquette while dealing with women Treat women equally and avoid discrimination Ensure safety and security of female colleagues and customers at all levels 19 IPR and Copyright 5 15 Make sure new initiatives of Hotel are not leaked out THC/N9905 Report IPR violations Read copyright clause Protect infringement upon customer s interests Know which aspect of customer information can be used Report any infringement 20 Cleanliness 2 3 Keep the workplace clean THC/N9906 Identify waste and ensure its disposal Ensure waste bins are cleared everyday Point out requirements for pest control Ensure work place has fresh air supply and sufficient lighting Ensure maintenance check of air Page 9

10 conditioners and other mechanical equipment in the department Know safe and clean handling of linen, laundry and work area Ensure adequate supply of cleaning consumables 21 Hygiene 2 3 Hand wash procedure THC/N9906 Understand personal hygiene Understand dental hygiene Understand cross contamination and how to prevent it Report on personal health issues Ensure procedures such as covering the mouth and turning away from people while coughing and sneezing Maintain availability of clean drinking water Get appropriate vaccinations regularly Undergo preventive health check up and treat all illnesses promptly 22 Work Hazards 3 7 Understand various hazards in work areas and how to eliminate or minimize them THC/N9907 Analyze the causes of accident at workplace and suggest measures to prevent them Take preventive measures and suggest methods to improve existing safety procedures Page 10

11 23 Safety standards and procedures 24 Basic knowledge of a Foreign / State language 3 7 Know correct emergency procedures Know the locations of fire extinguishers, fire emergency etc Stack items in an organized way to avoid accidents Handle materials, tools, chemicals etc safely Ensure safe techniques while moving furnitures and fixtures Understand guidelines to use electrical equipment Ensure floors are not slippery Practice ergonomic lifting, bending or moving equipment Understand first aid Know the use of personal protective equipment and safety gear Knowledge of safety signs Document first aid treatments and safety procedures Report to supervisor if any hazard is identified adhere to safety standards Know the typical Foreign/State language queries Learn keywords Practise short oral conversations in the language Listen to recorded sentences as spoken typically to understand diction THC/N9907 THC/N9909 Page 11

12 Speak without hesitation in complete sentences Learn basic range of vocabulary and expression Improve language proficiency to working knowledge level TOTAL Total Programme Duration: 140 Theory Hours Practical Training Hours = 440 Total Hours. Recommended OJT Hours: 30 days Page 12

H102: Food and Beverage Management - Restaurant Management. MTCU Code 53201 - Food and Beverage Management. Program Learning Outcomes

H102: Food and Beverage Management - Restaurant Management. MTCU Code 53201 - Food and Beverage Management. Program Learning Outcomes H102: Food and Beverage Management - Restaurant Management MTCU Code 53201 - Food and Beverage Management Program Learning Outcomes Synopsis of the Vocational Learning Outcomes* The graduate has reliably

More information

APPOINTMENT OF FRONT OF HOUSE LEVEL SUPERVISORS ADELPHI THEATRE

APPOINTMENT OF FRONT OF HOUSE LEVEL SUPERVISORS ADELPHI THEATRE APPOINTMENT OF FRONT OF HOUSE LEVEL SUPERVISORS ADELPHI THEATRE Contents: Job Description Person Specification Hours of Work Job Description Job Title Department Location Responsible to Responsible for

More information

Hospitality Academy. Kalamazoo Valley Community College

Hospitality Academy. Kalamazoo Valley Community College Hospitality Academy Kalamazoo Valley Community College 2 Hospitality Industry Overview Salary Range: Personal Interests: Work Environment: $8.00 $12.00 per hour to start. Communicating with others, working

More information

Automotive Skills Development Council

Automotive Skills Development Council h Automotive Skills Development Council QUALIFICATIONS PACK - OCCUPATIONAL STANDARDS FOR AUTOMOTIVE INDUSTRY Contents OS describe what individuals need to do, know and understand in order to carry out

More information

Position Description Page 1 of 5

Position Description Page 1 of 5 Position Description Page 1 of 5 Position Title: Department: Responsible To: Position Personal Care Assistant / Assistant in Nursing Residential Aged Care Date of original Position Description: August

More information

2009 HSC Hospitality Sample Answers

2009 HSC Hospitality Sample Answers 2009 HSC Hospitality Sample Answers This document contains sample answers, or, in the case of some questions, answer may include. These are developed by the examination committee for two purposes. The

More information

The 4 Pillars of Service

The 4 Pillars of Service TRAINING MANUAL for improving the quality of service in the Healthcare Industry MODULE 1/14 Includes Chat Points and Learner Activities PLUS Trainer s Notes The 4 Pillars of Service The Healthcare Warrior

More information

Level 3 Diploma in Hospitality Supervision and Leadership (NVQ) (7250) Logbook

Level 3 Diploma in Hospitality Supervision and Leadership (NVQ) (7250) Logbook Level 3 Diploma in Hospitality Supervision and Leadership (NVQ) (7250) Logbook www.cityandguilds.com December 2009 Version 1.6 2 About the qualification 2.2 The structure of the Level 3 Diploma in Hospitality

More information

Sell tourism products and services

Sell tourism products and services Training Package Unit title Tourism, Hospitality and Events (SIT07) Sell tourism products and services HSC Requirements and Advice Unit code Competency field Sector HSC Indicative Hours SITTTSL005A Tourism

More information

Contents QUALIFICATIONS PACK - OCCUPATIONAL STANDARDS FOR ELECTRONICS INDUSTRY. What are? Occupational Standards(OS)? Introduction

Contents QUALIFICATIONS PACK - OCCUPATIONAL STANDARDS FOR ELECTRONICS INDUSTRY. What are? Occupational Standards(OS)? Introduction QUALIFICATIONS PACK - OCCUPATIONAL STANDARDS FOR ELECTRONICS INDUSTRY What are? Occupational Standards(OS)? OS describe what individuals need to do, know and understand in order to carry out a particular

More information

Situated in the picturesque County Durham area this hotel provides the highest quality food and service.

Situated in the picturesque County Durham area this hotel provides the highest quality food and service. Situated in the picturesque County Durham area this hotel provides the highest quality food and service. As a privately owned four star hotel Ramside Hall Hotel is awarded for its excellent food and atmosphere.

More information

Cleaning and Support Services / Cleaning Services Supervision National Occupational Standards

Cleaning and Support Services / Cleaning Services Supervision National Occupational Standards Cleaning and Support Services / Cleaning Services Supervision National Occupational Standards Contents C1 02 Maintain Personal Hygiene Standards when Cleaning... 3 C1 03 Do your job in a customer friendly

More information

QUALIFICATIONS PACK - OCCUPATIONAL STANDARDS FOR IT-ITeS INDUSTRY. SUB-SECTOR: Business Process Management. ITES)ces Helpdesk Attendant

QUALIFICATIONS PACK - OCCUPATIONAL STANDARDS FOR IT-ITeS INDUSTRY. SUB-SECTOR: Business Process Management. ITES)ces Helpdesk Attendant QUALIFICATIONS PACK - OCCUPATIONAL STANDARDS FOR IT-ITeS INDUSTRY OS describe what individuals need to do, know and understand in order to carry out a particular job role or function OS are performance

More information

Assists in establishing department objectives to include budgets, projections, and goals. Resource Management includes daily check-out and check-in

Assists in establishing department objectives to include budgets, projections, and goals. Resource Management includes daily check-out and check-in The Operations Manager provides daily leadership and supervision of employees and ensures customers are satisfied and retained. They do this by contributing towards a safe, productive, and profitable environment.

More information

Kingston City Council - Position Description

Kingston City Council - Position Description Position - Identification Position Title Customer Service Officer Position Classification Band 2A Position Category Casual Position Status Casual Position Number 2064 Division Corporate Department Leisure

More information

SIT40416 CERTIFICATE IV IN HOSPITALITY

SIT40416 CERTIFICATE IV IN HOSPITALITY SIT40416 CERTIFICATE IV IN HOSPITALITY This qualification reflects the role of skilled operators who use a broad range of hospitality skills combined with sound knowledge of industry operations. They operate

More information

Specification for Learning and Qualifications for Common Security Industry Knowledge

Specification for Learning and Qualifications for Common Security Industry Knowledge Specification for Learning and Qualifications for Common Security Industry Knowledge December 2014 Security Industry Authority PO Box 49768 London WC1V 6WY E-mail info@the-sia.org.uk www.the-sia.org.uk

More information

Employability Skills Summary

Employability Skills Summary s Summary Monday, 22 November 2010 10:55 AM Version 1.2 s Summary Page 2 Table of Contents BSB10107 Certificate I in Business... 3 BSB20107 Certificate II in Business... 4 BSB30107 Certificate III in Business...

More information

FAIRFIELD PUBLIC SCHOOLS INFORMATION TECHNOLOGY DEPARTMENT STANDARDS OF EXCELLENCE

FAIRFIELD PUBLIC SCHOOLS INFORMATION TECHNOLOGY DEPARTMENT STANDARDS OF EXCELLENCE FAIRFIELD PUBLIC SCHOOLS INFORMATION TECHNOLOGY DEPARTMENT STANDARDS OF EXCELLENCE Performance standards have been developed for all Fairfield Public Schools Technology Department team members to follow.

More information

The Porch Gift Shop Strategic Human Resource Plan Jessica Akers Bus 261

The Porch Gift Shop Strategic Human Resource Plan Jessica Akers Bus 261 The Porch Gift Shop Strategic Human Resource Plan Jessica Akers Bus 261 1 Page Organization and Strategy The Porch Gift Shop is a new business that has begun as a family owned organization. We strive to

More information

Customer Service. Level 3 Diploma in Customer Service (QCF) 2014 Skills CFA Level 3 Diploma in Customer Service (QCF) Page 1

Customer Service. Level 3 Diploma in Customer Service (QCF) 2014 Skills CFA Level 3 Diploma in Customer Service (QCF) Page 1 Customer Service Level 3 Diploma in Customer Service (QCF) 2014 Level 3 Diploma in Customer Service (QCF) Page 1 Level 3 Diploma in Customer Service (combined qualification) Qualification Title Credit

More information

Automotive Skills Development Council

Automotive Skills Development Council h Automotive Skills Development Council QUALIFICATIONS PACK - OCCUPATIONAL STANDARDS FOR AUTOMOTIVE INDUSTRY Contents OS describe what individuals need to do, know and understand in order to carry out

More information

Customer Service. Level 2 Diploma in Customer Service (QCF) 2014 Skills CFA Level 2 Diploma in Customer Service (QCF) Page 1

Customer Service. Level 2 Diploma in Customer Service (QCF) 2014 Skills CFA Level 2 Diploma in Customer Service (QCF) Page 1 Customer Service Level 2 Diploma in Customer Service (QCF) 2014 Level 2 Diploma in Customer Service (QCF) Page 1 Level 2 Diploma in Customer Service (combined qualification) Qualification Title Credit

More information

HOST FAMILY AGREEMENT

HOST FAMILY AGREEMENT HOST FAMILY AGREEMENT EIL UK is committed to safeguarding and promoting the welfare of children, young people and vulnerable adults and expects all host families to share this commitment. Host families

More information

SPA PERFORMANCE MANAGEMENT PROGRAM GENERAL COMPARISON OF EXPECTATION LEVELS FOR ORGANIZATIONAL VALUES

SPA PERFORMANCE MANAGEMENT PROGRAM GENERAL COMPARISON OF EXPECTATION LEVELS FOR ORGANIZATIONAL VALUES (N) (M) (E) Performance consistently does not meet documented expectations and measurements in this area. Performance consistently meets documented expectations and measurements in this area. Performance

More information

Certificate III-Children's Services- Early Childhood Educator January 2015

Certificate III-Children's Services- Early Childhood Educator January 2015 Certificate III-Children's Services- Early Childhood Educator January 2015 POSITION FOR CERTIFICATE III CHILDREN S SERVICES EARLY CHILDHOOD EDUCATOR January 2015 APPLICANT INSTRUCTIONS & INFORMATION Thank

More information

Support Services Manager

Support Services Manager Support Services Manager Position Description Position Title: Date of Effect: Type of Employment: Division: Accountable to: Direct Reports: Liaises with: Support Services Manager To Be Determined Victorian

More information

VTCT Level 3 NVQ Diploma in Hospitality Supervision and Leadership (QCF)

VTCT Level 3 NVQ Diploma in Hospitality Supervision and Leadership (QCF) VTCT Level 3 NVQ Diploma in Hospitality Supervision and Leadership (QCF) Operational start date: 1 March 2012 Credit value: 37 Guided learning hours (GLH): 206-276 Qualification number: 600/4532/2 Statement

More information

Implementation of a Quality Management System for Aeronautical Information Services -1-

Implementation of a Quality Management System for Aeronautical Information Services -1- Implementation of a Quality Management System for Aeronautical Information Services -1- Implementation of a Quality Management System for Aeronautical Information Services Chapter IV, Quality Management

More information

(IM) Lead - Direct Support Professional Position Description

(IM) Lead - Direct Support Professional Position Description (IM) Lead - Direct Support Professional Position Description Dept/Service: (IM) Personalised Supports Version:1.004048 Issued:6/01/2015 Stage: Issued Position Title: Lead Direct Support Professional Location:

More information

Classified Performance Planning and Evaluation Form

Classified Performance Planning and Evaluation Form Classified Performance Planning and Evaluation Form Employee Name: Employee S#: Position Number: Employee Job Title: College Name: Evaluation Period From: Department To: Red Rocks Commmunity College Supervisor

More information

CONFORMED COPY. Method Statement Helpdesk Services. Revision History. Revision Date Reviewer Status. 23 March 2007 Project Co Final Version

CONFORMED COPY. Method Statement Helpdesk Services. Revision History. Revision Date Reviewer Status. 23 March 2007 Project Co Final Version CONFORMED COPY Method Statement Revision History Revision Date Reviewer Status 23 March 2007 Project Co Final Version Table of Contents 1 Objectives... 3 2 Management Supervision and Organisation Structure...

More information

Online Training. Training Categories: Page 2. Workplace Wellness (6 videos) Health and Safety (17 videos) Page 3. Page 6. Leadership (7 videos) Page 7

Online Training. Training Categories: Page 2. Workplace Wellness (6 videos) Health and Safety (17 videos) Page 3. Page 6. Leadership (7 videos) Page 7 Training Categories: Page 2 Workplace Wellness (6 videos) Our employee wellness training videos on topics such as Respect in the Workplace, Stress Management, Ergonomics and Substance Abuse are intended

More information

Interview Guide. Assistant Director. Do not pursue Pursue to reference checks Place on hold See comments on final page.

Interview Guide. Assistant Director. Do not pursue Pursue to reference checks Place on hold See comments on final page. 1 Interview Guide (Assistant Director) Candidate Name Position Title Assistant Director Interview Panel Name (s) Interview Date Step Overview of the Interview 1 Open the interview Welcome the candidate,

More information

Working as a Holiday Representative

Working as a Holiday Representative Unit 15: Working as a Holiday Representative Unit code: QCF Level 3: Credit value: 10 Guided learning hours: 60 Aim and purpose T/600/9615 BTEC National The aim of this unit is to develop learners knowledge

More information

Online Training. Training Categories: PAGE 2

Online Training. Training Categories: PAGE 2 Training Categories: PAGE 2 PAGE 3 PAGE 6 PAGE 8 PAGE 9 PAGE 9 Workplace Wellness (10 videos) Our employee wellness training videos on topics such as Stress Management, Ergonomics and Substance Abuse are

More information

QUALIFICATIONS PACK - OCCUPATIONAL STANDARDS FOR ELECTRONICS INDUSTRY SUB-SECTOR: STRATEGIC ELECTRONICS OCCUPATION: PRODUCTION PLANNING AND CONTROL

QUALIFICATIONS PACK - OCCUPATIONAL STANDARDS FOR ELECTRONICS INDUSTRY SUB-SECTOR: STRATEGIC ELECTRONICS OCCUPATION: PRODUCTION PLANNING AND CONTROL QUALIFICATIONS PACK - OCCUPATIONAL STANDARDS FOR ELECTRONICS INDUSTRY What are Occupational Standards(OS)? OS describe what individuals need to do, know and understand in order to carry out a particular

More information

QUALIFICATIONS PACK - OCCUPATIONAL STANDARDS FOR Beauty & Wellness SECTOR: BEAUTY & WELLNESS SUB-SECTOR: BEAUTY & SALONS

QUALIFICATIONS PACK - OCCUPATIONAL STANDARDS FOR Beauty & Wellness SECTOR: BEAUTY & WELLNESS SUB-SECTOR: BEAUTY & SALONS QUALIFICATIONS PACK - OCCUPATIONAL STANDARDS FOR Beauty & Wellness OS describe what individuals need to do, know and understand in order to carry out a particular job role or function OS are performance

More information

CareNZ Job Description GENERAL MANAGER HUMAN RESOURCES

CareNZ Job Description GENERAL MANAGER HUMAN RESOURCES CareNZ Job Description GENERAL MANAGER HUMAN RESOURCES Responsible to: Responsible for: Chief Executive HR and Payroll Administrator HR Interns and Volunteers Dimensions Location of work Other information

More information

Assessment modules. Australian Government Australian Aged Care Quality Agency. www.aacqa.gov.au

Assessment modules. Australian Government Australian Aged Care Quality Agency. www.aacqa.gov.au Assessment modules Australian Government Australian Aged Care Quality Agency www.aacqa.gov.au Assessment module compilation October 2014 Australian Aged Care Quality Agency 2014 ISSN 2204 1796 (print)

More information

Level 4 Diploma in Hospitality Management (7148-41)

Level 4 Diploma in Hospitality Management (7148-41) Level 4 Diploma in Hospitality Management (7148-41) Candidate logbook 600/6626/X www.cityandguilds.com June 2013 Version 1.0 About City & Guilds As the UK s leading vocational education organisation, City

More information

PROGRAM: Residential Services Servants Heart Residential Treatment Center

PROGRAM: Residential Services Servants Heart Residential Treatment Center TITLE: PROGRAM: Residential Services Servants Heart Residential Treatment Center PAY GRADE: 4 PRIMARY FUNCTION/PURPOSE The provides daily care, guidance, supervision, and therapeutic intervention to residents

More information

National Quality Standard Assessment and Rating Instrument

National Quality Standard Assessment and Rating Instrument National Quality Assessment and Rating Instrument April 2012 Copyright The details of the relevant licence conditions are available on the Creative Commons website (accessible using the links provided)

More information

Research and Public Service. Service Charter

Research and Public Service. Service Charter Research and Public Service Service Charter September 19, 2008 Research & Public Service Agricultural Experiment Station (AES) Center for Marine and Environmental Studies (CMES) Cooperative Extension Service

More information

CRM DOMESTIC NON VOICE SYLLABUS/ CURRICULUM

CRM DOMESTIC NON VOICE SYLLABUS/ CURRICULUM CRM DOMESTIC NON VOICE SYLLABUS/ CURRICULUM This programme is aimed at training candidates for the job of CRM-Domestic Non Voice in the IT/ITES industry. Program aims at building the following key competencies

More information

web resources Sample Interview Questions --------------------------- by Robert Price

web resources Sample Interview Questions --------------------------- by Robert Price Human Resources Volume 6, Issue 3 A publication of sponsored by Developing a targeted Human Resources strategy to make the right hire. web resources Sample Interview Questions ---------------------------

More information

Mission Statement. Our Vision To be the cleaning contractor of choice in our chosen operating areas for clients, our supply chain and employees

Mission Statement. Our Vision To be the cleaning contractor of choice in our chosen operating areas for clients, our supply chain and employees Company Profile Atlantic Cleaning Services Limited, a private limited company, cleans many retail, commercial, medical and educational sites in London and the South East on a daily basis. With over 20

More information

TABLE OF CONTENTS... ORGANIZATION INFORMATION...

TABLE OF CONTENTS... ORGANIZATION INFORMATION... Volunteer Handbook Table of Contents TABLE OF CONTENTS... ORGANIZATION INFORMATION... 1 WELCOME... 1 GENERAL INFORMATION... 2 BENEFITS... 2 BREAKS AND MEALS... 2 DISABILITY ACCESS... 2 PARKING PERMIT...

More information

COMPETENCY-BASED CURRICULUM

COMPETENCY-BASED CURRICULUM COMPETENCY-BASED CURRICULUM Sector: Qualification: TOURISM TOURISM PROMOTION SERVICES NC II TECHNICAL EDUCATION AND SKILLS DEVELOPMENT AUTHORITY Tesda East Center: Service Concordia Road, College South

More information

Bloomfield College Staff Employee Performance Review 2014-15

Bloomfield College Staff Employee Performance Review 2014-15 Bloomfield College Staff Employee Performance Review 2014-15 Employee Name: Position: Evaluator: Department: Date of Evaluation: Date of Hire: 1. Summary of departmental mission and customer service philosophy:

More information

Restaurant Manager Job Decription

Restaurant Manager Job Decription Restaurant Manager Job Decription Program: Position Title: Reports to: Tim Horton s Restaurant General Manager Director of Retail Operations JOB SUMMARY As a Tim Horton s crew member, you are also a member

More information

Job Description. Line Management of a small team of staff administrating and managing patient and professional feedback and incidents.

Job Description. Line Management of a small team of staff administrating and managing patient and professional feedback and incidents. Job Description Job Title Pay Band Base Dept./Team Responsible to Accountable to Responsible for Complaints, Incidents and Governance Manager New Alderley House, Macclesfield Eastern Cheshire Clinical

More information

Contractor Safety Management

Contractor Safety Management 1.0 Introduction Memorial University will ensure that a diligent contractor management process is established. This procedure establishes requirements for contract administration and oversight of contractor

More information

JOB DESCRIPTION. Collective Agreement: Grade 1, Wage Level 1. Revised: September 2013 SCOPE OF POSITON

JOB DESCRIPTION. Collective Agreement: Grade 1, Wage Level 1. Revised: September 2013 SCOPE OF POSITON JOB DESCRIPTION Title: Steward Collective Agreement: Grade 1, Wage Level 1 Department: Stewarding Reports To: Manager, Stewarding Revised: September 2013 SCOPE OF POSITON To ensure guest satisfaction by

More information

Macmillan Cancer Support Volunteering Policy

Macmillan Cancer Support Volunteering Policy Macmillan Cancer Support Volunteering Policy Introduction Thousands of volunteers dedicate time and energy to improve the lives of people affected by cancer. Macmillan was started by a volunteer and volunteers

More information

Methodist Le Bonheur Healthcare. Extern Orientation. Posttest Packet

Methodist Le Bonheur Healthcare. Extern Orientation. Posttest Packet Methodist Le Bonheur Healthcare Extern Orientation Posttest Packet Having read the information on the Mission, Vision, Values and Expected Actions/Behaviors, write a brief description of how you will incorporate

More information

SCDLMCB2 Lead and manage service provision that promotes the well being of individuals

SCDLMCB2 Lead and manage service provision that promotes the well being of individuals Lead and manage service provision that promotes the well being of Overview This standard identifies the requirements associated with leading and managing practice that supports the health and well being

More information

QUALIFICATIONS PACK - OCCUPATIONAL STANDARDS FOR IT-ITeS INDUSTRY. ITES)ces Helpdesk Attendant. OCCUPATION: IT Support Services/Helpdesk

QUALIFICATIONS PACK - OCCUPATIONAL STANDARDS FOR IT-ITeS INDUSTRY. ITES)ces Helpdesk Attendant. OCCUPATION: IT Support Services/Helpdesk QUALIFICATIONS PACK - OCCUPATIONAL STANDARDS FOR IT-ITeS INDUSTRY What are Occupational Standards(OS)? OS describe what individuals need to do, know and understand in order to carry out a particular job

More information

Occupational Profile and Curriculum Summary

Occupational Profile and Curriculum Summary Occupational Profile and Curriculum Summary Presented for Comment OFO code 143905 Related Occupation Contact Centre Manager Table of Content Occupational Profile and Curriculum Summary... 1 Presented for

More information

SE-WSQ PROSPECTUS SERVICE EXCELLENCE. A Singapore Workforce Skills Qualifications Programme. Part of Kaplan Learning Institute Pte Ltd

SE-WSQ PROSPECTUS SERVICE EXCELLENCE. A Singapore Workforce Skills Qualifications Programme. Part of Kaplan Learning Institute Pte Ltd SE-WSQ PROSPECTUS SERVICE EXCELLENCE A Singapore Workforce Skills Qualifications Programme Part of Kaplan Learning Institute Pte Ltd Provide GEMS Service 2 Certified Service Professional (CSP) 3 Build

More information

Proposed learner name:

Proposed learner name: Proposed learner name: To achieve this qualification, candidates must complete a total of 45 credits, 19 credits from the mandatory units, 26 credits from the optional units. Candidates must achieve at

More information

POSITION DESCRIPTION. Date Amended: 6 March 2015

POSITION DESCRIPTION. Date Amended: 6 March 2015 POSITION DESCRIPTION Date Amended: 6 March 2015 POSITION: Engineer (Graduate) Technical Services POSITION NUMBER: 155 DEPARTMENT: Infrastructure Services UNIT: Technical & Civic Services SALARY: AI1 AN3:

More information

Standard Operating Procedures

Standard Operating Procedures Guidelines for Writing Standard Operating Procedures Prepared by Liquor Consultancy Services with advice from Industry Representatives, Licensing Police, and Metropolitan Fire Brigade representatives;

More information

CDC 502 Support policies, procedures and practice to safeguard children and ensure their inclusion and well-being

CDC 502 Support policies, procedures and practice to safeguard children and ensure their inclusion and well-being Child Care Occupational Standard MQF Level 5 CDC 501 Establish and develop working relationships CDC 502 Support policies, procedures and practice to safeguard children and ensure their inclusion and well-being

More information

Automotive Skills Development Council

Automotive Skills Development Council h F10 Automotive Skills Development Council QUALIFICATIONS PACK - OCCUPATIONAL STANDARDS FOR AUTOMOTIVE INDUSTRY Contents OS describe what individuals need to do, know and understand in order to carry

More information

performance and development

performance and development Unit 205 Manage personal performance and development UAN: L/506/1788 Level: 2 Credit value: 4 GLH: 18 Relationship to NOS: Assessment requirements specified by a sector or regulatory body: Aim: Management

More information

QUALIFICATIONS PACK - OCCUPATIONAL STANDARDS FORa LIFE SCIENCES INDUSTRY Contents

QUALIFICATIONS PACK - OCCUPATIONAL STANDARDS FORa LIFE SCIENCES INDUSTRY Contents h QUALIFICATIONS PACK - OCCUPATIONAL STANDARDS FORa LIFE SCIENCES INDUSTRY Contents OS describe what individuals need to do, know and understand in order to carry out a particular job role or function

More information

EMPLOYEE EVALUATION WORKSHEET

EMPLOYEE EVALUATION WORKSHEET EMPLOYEE EVALUATION WORKSHEET In preparation of completing the Final Appraisal Form with the Supervisor, the Employee should evaluate and review his/her own previous performance using this worksheet as

More information

SAFETY and HEALTH MANAGEMENT STANDARDS

SAFETY and HEALTH MANAGEMENT STANDARDS SAFETY and HEALTH STANDARDS The Verve Energy Occupational Safety and Health Management Standards have been designed to: Meet the Recognised Industry Practices & Standards and AS/NZS 4801 Table of Contents

More information

Getting the occupational safety basics organised

Getting the occupational safety basics organised Getting the occupational safety basics organised 10 important measures Introduction Occupational health and safety are the foundation of wellbeing at work. The employer is responsible for providing safe

More information

Receptionist: The Core, Science Central Location: Science Central, Newcastle upon Tyne. Monday to Friday: full time. Permanent.

Receptionist: The Core, Science Central Location: Science Central, Newcastle upon Tyne. Monday to Friday: full time. Permanent. Receptionist: The Core, Science Central Location: Science Central, Newcastle upon Tyne. Monday to Friday: full time. Permanent. Salary: 14,000 The Core, opening in November 2014, is a new location for

More information

QUALIFICATIONS PACK - OCCUPATIONAL STANDARDS FOR LIFE SCIENCES INDUSTRY OCCUPATION: RESEARCH AND DEVELOPMENT REFERENCE ID: LFS/Q0503

QUALIFICATIONS PACK - OCCUPATIONAL STANDARDS FOR LIFE SCIENCES INDUSTRY OCCUPATION: RESEARCH AND DEVELOPMENT REFERENCE ID: LFS/Q0503 h QUALIFICATIONS PACK - OCCUPATIONAL STANDARDS FOR LIFE SCIENCES INDUSTRY Contents OS describe what individuals need to do, know and understand in order to carry out a particular job role or function OS

More information

Temporary Worker Safety Checklist

Temporary Worker Safety Checklist Temporary Worker Safety Checklist The following checklists provide guidance for staffing agencies and employers that hire temporary workers regarding the steps each party should take to ensure it is meeting

More information

Contents. QUALIFICATIONS PACK - OCCUPATIONAL STANDARDS FOR IT-ITeS INDUSTRY. What are National Occupational Standards (NOS)?

Contents. QUALIFICATIONS PACK - OCCUPATIONAL STANDARDS FOR IT-ITeS INDUSTRY. What are National Occupational Standards (NOS)? QUALIFICATIONS PACK - OCCUPATIONAL STANDARDS FOR IT-ITeS INDUSTRY What are National Occupational Standards (NOS)? NOS describe what individuals need to do, know and understand in order to carry out a particular

More information

Job Description. Custodian

Job Description. Custodian Job Description 5/30/2005 Page 1 PURPOSE OF THE POSITION (The main reason for the position, in what context and what is the overall end result) The Custodial is responsible for performing custodial duties,

More information

GEORGIA INSTITUTE OF TECHNOLOGY CLASSIFIED PERFORMANCE APPRAISAL RECORD FOR NON-SUPERVISORY EMPLOYEES EMPLOYEE NAME: EMPLOYEE IDENTIFICATION #:

GEORGIA INSTITUTE OF TECHNOLOGY CLASSIFIED PERFORMANCE APPRAISAL RECORD FOR NON-SUPERVISORY EMPLOYEES EMPLOYEE NAME: EMPLOYEE IDENTIFICATION #: GEORGIA INSTITUTE OF TECHNOLOGY CLASSIFIED PERFORMANCE APPRAISAL RECORD FOR NON-SUPERVISORY EMPLOYEES EMPLOYEE NAME: EMPLOYEE IDENTIFICATION #: JOB TITLE: REVIEWED BY: UNIT: DATE OF REVIEW: REVIEW PERIOD:

More information

UMJINDI MUNICIPALITY CUSTOMER CARE POLICY

UMJINDI MUNICIPALITY CUSTOMER CARE POLICY UMJINDI MUNICIPALITY CUSTOMER CARE POLICY UMJINDI MUNICIPALITY CUSTOMER CARE POLICY Core Business Area Corporate Services Directorate Operational Area All Directorates Version: Draft 0.01 Date: 1 July

More information

FOOD & BEVERAGE DEPARTMENT Job Description

FOOD & BEVERAGE DEPARTMENT Job Description Suites Server Reports to: Suites Coordinator A Suites Server will endeavour to provide the highest level of customer service to our guests at all times. Beverages, both alcoholic and non-alcoholic in nature,

More information

HEALTH AND SAFETY POLICY Issue Date: November 2014

HEALTH AND SAFETY POLICY Issue Date: November 2014 HEALTH AND SAFETY POLICY Issue Date: November 2014 PURPOSE It is the policy of ELATT to comply with the terms of the Health and Safety at Work Act 1974 and subsequent legislation, and to provide and maintain

More information

Health & Safety Policy For Locations Hosting Film Production Companies

Health & Safety Policy For Locations Hosting Film Production Companies Health & Safety Policy For Locations Hosting Film Production Companies Throughout this document, the location will be referred to as The Venue and the film production company as The Contractor. The following

More information

Online Courses for Business

Online Courses for Business Online Courses for Business www.nptcgroup.ac.uk NPT: 01639 648170 / 01639 648110 Powys: 0845 4086288 learndirect@nptcgroup.ac.uk Why learndirect? Are employers asking for skills and qualifications that

More information

JOB DESCRIPTION. Assistant Director of Technology and Telecommunications

JOB DESCRIPTION. Assistant Director of Technology and Telecommunications JOB DESCRIPTION Title of Post: ICT Service Desk Officer Grade of Post: Band 3 Reports to: Accountable to: Location ICT Service Desk Manager Assistant Director of Technology and Telecommunications The South

More information

Injury & Illness (IIPP)

Injury & Illness (IIPP) Associated Students, Inc. Injury & Illness Prevention Program (IIPP) Created on September 26, 2005 ASSOCIATED STUDENTS, INCORPORATED CALIFORNIA STATE POLYTECHNIC UNIVERSITY, POMONA EMPLOYEE ACKNOWLEDGEMENT

More information

Job Description. Job Title: Dental Nurse. Name:

Job Description. Job Title: Dental Nurse. Name: Job Description Job Title: Dental Nurse Name: Purpose of the Job: To carry out nursing duties throughout the practice, assist with reception, to carry out any clerical duties as required and perform such

More information

www.gdc-uk.org Standards for Education Standards and requirements for providers of education and training programmes

www.gdc-uk.org Standards for Education Standards and requirements for providers of education and training programmes www.gdc-uk.org Standards for Education Standards and requirements for providers of education and training programmes November 2012 GDC Standards for Education The Standards for Education and the requirements

More information

TAKING THE CUSTOMER EXPERIENCE FROM ORDINARY TO EXTRAORDINARY

TAKING THE CUSTOMER EXPERIENCE FROM ORDINARY TO EXTRAORDINARY TAKING THE CUSTOMER EXPERIENCE FROM ORDINARY TO EXTRAORDINARY Adam Chow, Recreation Supervisor Suzy Chow, Recreation Coordinator San Ramon Parks & Community Services #TBT CAMP CENTRAL 4,000 3,000 2,000

More information

NQF Level: 2 US No: 116070

NQF Level: 2 US No: 116070 NQF Level: 2 US No: 116070 Facilitator Guide Primary Agriculture Operate and Support a Food Safety and Quality Management System in the Agricultural Supply Chain Facilitator:..........................................

More information

QUALIFICATIONS PACK - OCCUPATIONAL STANDARDS FOR IT-ITeS INDUSTRY. SECTOR: IT-ITES ITES)ces Helpdesk Attendant SUB-SECTOR: Business Process Management

QUALIFICATIONS PACK - OCCUPATIONAL STANDARDS FOR IT-ITeS INDUSTRY. SECTOR: IT-ITES ITES)ces Helpdesk Attendant SUB-SECTOR: Business Process Management QUALIFICATIONS PACK - OCCUPATIONAL STANDARDS FOR IT-ITeS INDUSTRY SSC/ N 3003 Deal remotely with customer queries What are Occupational Standards(OS)? OS describe what individuals need to do, know and

More information

West Gippsland Healthcare Group. Position Description Emergency Department

West Gippsland Healthcare Group. Position Description Emergency Department West Gippsland Healthcare Group Position Description Emergency Department Position Title: Registered Nurse Grade 2 Hours of Work: Reporting Relationship: Enterprise Agreement: Division: Classification:

More information

POSITION DESCRIPTION. Role Purpose. Key Challenges. Key Result Areas

POSITION DESCRIPTION. Role Purpose. Key Challenges. Key Result Areas POSITION DESCRIPTION Position Title Manager, Technical Services Support Position Number Reports to Manager Technology Services Functional Auth HRM Auth Region IT Services Centre Head Office Date Feb 2011

More information

Performance Evaluation Rating Descriptions

Performance Evaluation Rating Descriptions The following rating descriptions are examples of the behaviors employees would be demonstrating at each of the four levels of performance. These examples should assist the supervisor and employee during

More information

Staff Performance Evaluation

Staff Performance Evaluation Staff Performance Evaluation This form, and any attachment, becomes part of the employee's official personnel file. Employee Name: Position Title: UIN: Department: Review Type: Annual Job At Risk Probationary

More information

Job Description. Position Information. Information Services Operations Co-ordinator. Council Overview

Job Description. Position Information. Information Services Operations Co-ordinator. Council Overview Job Description Position Information Position: Section: Department: Reports to: Salary Band: Information Services - Service Desk Operator (0.6 FTE) Information Services Corporate Services Information Services

More information

University of Wisconsin-Stout. Occupational Safety & Health Plan. Overview

University of Wisconsin-Stout. Occupational Safety & Health Plan. Overview University of Wisconsin-Stout Occupational Safety & Health Plan Overview Wisconsin Statutes 101.055 and Wisconsin Administrative Code (Comm 32.11) require all public employers to develop and implement

More information

Build and maintain effective customer relations

Build and maintain effective customer relations Unit Title: Build and maintain effective customer relations OCR unit number B15 Level: 4 Credit value: 8 Guided learning hours: 53 Unit purpose and aim Building and developing effective customer relations

More information

FSPAMFPI01 Provide an administrative service for mortgage and/or financial planning clients

FSPAMFPI01 Provide an administrative service for mortgage and/or financial planning clients FSPAMFPI01 Provide an administrative service for mortgage and/or financial planning clients Overview You must be able to deal with clients as well as internal colleagues, whether you are responding to

More information

JOB DESCRIPTION PURPOSE OUR ORGANISATION POSITION SUMMARY KEY RESULT AREAS. Position Title: Human Resources Assistant

JOB DESCRIPTION PURPOSE OUR ORGANISATION POSITION SUMMARY KEY RESULT AREAS. Position Title: Human Resources Assistant JOB DESCRIPTION Position Title: Human Resources Assistant Location: Central Office Tenure: Full-time or part-time permanent (0.8FTE to 1.0FTE) Updated: April, 2014 PURPOSE The purpose of this position

More information

POSITION DESCRIPTION/PERFORMANCE STANDARDS

POSITION DESCRIPTION/PERFORMANCE STANDARDS POSITION DESCRIPTION/PERFORMANCE STANDARDS POSITION: Surgical Technologist DEPARTMENT: Surgery Position Purpose The Surgical Technologist is responsible for assisting the surgeon and/or Registered Nurse

More information

Reception. September 2001. Module Descriptor. www.fetac.ie

Reception. September 2001. Module Descriptor. www.fetac.ie The Further Education and Training Awards Council (FETAC) was set up as a statutory body on 11 June 2001 by the Minister for Education and Science. Under the Qualifications (Education & Training) Act,

More information