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, 1999, FETAC now has responsibility for making awards previously made by NCVA. Module Descriptor Reception Operations Level 6 N32626 www.fetac.ie
1 Module Title Reception Operations 2 Module Code N32626 3 Level 6 4 Credit Value 1 credit Purpose This module is a statement of the standards to be achieved to gain a FETAC credit in reception operations at Level 6. The module is designed to develop the skills to know the different organisational structures in hotels and to adhere to all aspects of fire health, safety and security to define the responsibilities and attributes of the front office operator 6 Preferred Entry Level F.E.T.A.C. Level, or Leaving Certificate or equivalent qualifications and/or relevant life and work experiences. 7 Special Requirements None 8 General Aims Learners who successfully complete this module will: 8.1 know the different organisational structures in hotels 8.2 update and develop procedures necessary to practice all aspects of fire health and safety in the hotel workplace 8.3 give effective leadership in the role of receptionist and inform and instruct trainee receptionist in a positive attitude to the responsibilities and duties of front office 8.4 have an overview of job opportunities and progression, interpret job descriptions and process applications. 1
9 Units Unit 1 Unit 2 Unit 3 Unit 4 Organisational Structures Role Responsibilities Attributes of Receptionist Hotel Security and Safety Aspects of Employment in the Industry 10 Specific Learning Outcomes Unit 1 Organisational Structures Learners should be able to: 10.1.1 interpret the different hotel classifications and ratings 10.1.2 understand the department structures and roles in a hotel 10.1.3 use effective communication procedures between departments 10.1.4 describe understand and use hotel technology Unit 2 Role and Attributes of Receptionist Learners should be able to: 10.2.1 demonstrate leadership in the role of the receptionist in the hotel structure 10.2.2 demonstrate proficiency in liaising with all hotel departments 10.2.3 use effective communication in all situations of guest contact 10.2.4 show customer service skills in all situations of guest and staff contact solving problems 10.2. understand the functions of the front office department and the work flow. 10.2.6 advise trainee receptionists on maintaining good personal presentation and dealing with difficult situations in that context 2
Unit 3 Hotel Security and Safe Practices Learners should be able to: 10.3.1 organise, update, and practice safe handling of key systems within the establishment 10.3.2 maintain and update appropriate security procedures when dealing with guest s belongings 10.3.3 use appropriate security procedures following the reporting of hazards/suspicious items 10.3.4 organise the evacuation of the building in a fire drill. Unit 4 Aspects of Employment in the Industry Learner should be able to 10.4.1 have an overview of job opportunities in the hospitality industry 10.4.2 demonstrate updating C.V.s and interpreting job descriptions application forms etc 10.4.3 understand the employment progressions in the industry and progressions outside the industry 11 Portfolio of Assessment Please refer to the glossary of assessment techniques and the note on assessment principles at the end of this module descriptor. All assessment is carried out in accordance with FETAC regulations. Assessment is devised by the internal assessor, with external moderation by FETAC. Summary Assignment (2) 60% Skills Demonstrated 40% 3
11.1 Assignments The internal assessor will devise 2 briefs that requires the candidate to produce evidence that demonstrates an understanding and application of a range of specific learning outcomes. Assignment 1: The brief of the first assignment will investigate front office activities which relate to the organisational structures the role of the receptionist to include employment progressions Assignment 2: the brief for the second assignment will devise an appropriate situation for handling guest property for safe keeping 11.2 Skills Demonstration In one or more skills demonstrations, candidates will be assessed in the work place where the learner must demonstrate 4 vocational tasks to cover a number of learning outcomes e.g prepare a presentation for the training of staff in preparing a fire drill and hotel evacuation solving a customer contact complaint to completely resolving the problem 12 Grading Pass 0-64% Merit 6-79% Distinction 80-100% 4
Individual Candidate Marking Sheet no.1 Reception Operations N32626 Skills Demonstration 40% Candidate Name: PPSN: Centre: No.: Assessment Criteria Maximum Mark Candidate Mark understanding of process clearly demonstrated in each of the 4 tasks each task planned effectively each task executed efficiently evidence presented appropriately 10 10 10 10 TOTAL MARKS This mark should be transferred to the Module Results Summary Sheet 40 Internal Assessor s Signature: Date: External Authenticator s Signature: Date:
Individual Candidate Marking Sheet 2 Reception Operations N32626 Assignment (2) 60% Candidate Name: PPSN.: Centre: No.: Assignment 1 Assessment Criteria Maximum Mark Candidate Mark relevant information appropriately presented understanding and knowledge of the front office activities clearly demonstrated comprehensive evaluations of topic completed findings presented appropriately 8 12 Assignment 2 relevant information appropriately presented understanding and knowledge of the security methods in practise in relation to guest property clearly demonstrated 8 12 comprehensive evaluations of topic completed findings presented appropriately TOTAL MARKS This mark should be transferred to the Module Results Summary Sheet 60 Internal Assessor s Signature: Date: External Authenticator s Signature: Date: 6
FETAC Module Results Summary Sheet Module Title: Reception Operations Module Code: N32626 Candidate Surname Mark Sheet Mark Sheet Assessment Marking Sheets 1 2 Maximum Marks per Marking Sheet 60% 40% Candidate Forename Total 100% Grade* Signed: Internal Assessor: Date: This sheet is for internal assessors to record the overall marks of individual candidates. It should be retained in the centre. The marks awarded should be transferred to the official FETAC Module Results Sheet issued to centres before the visit of the external Authenticator. Grade* D: 80-100% M: 6-79% P: 0-64% U: 0-49% W: candidates entered who did not present for assessment 7