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1. Display professional valet standards. 1.1.Build rapport with clients through effective interpersonal communication.

01 / 02 / 2019 Essays & Coursework

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Unit Sector

Hospitality

Elements and Performance Criteria

ELEMENTS  

PERFORMANCE CRITERIA 

Elements describe the essential outcomes.

Performance criteria describe the performance needed to demonstrate achievement of the element.

1. Display professional valet standards.

1.1.Build rapport with clients through effective interpersonal communication.

1.2.Identify individual client needs and preferences and provide personalised service in line with professional valet standards.

1.3.Anticipate potential client needs where possible and pro-actively identify and resolve problems.

1.4.Agree on scope of required services with client.

1.5.Follow grooming and communication protocols, according to organisational standards.

1.6.Maintain confidentiality about client property and activities.

2. Care for client property.

2.1.Unpack, store and pack luggage according to instructions.

2.2.Prepare and present clothes appropriately, ready for use.

2.3.Clean shoes using suitable cleaning agents.

2.4.Make or organise repairs to personal items as required.

2.5.Organise other property as agreed with client.

3. Arrange services for clients.

3.1.Proactively offer information and advice about special services and benefits to ensure maximum take-up and profitability of stay.

3.2.Offer and provide assistance in organising services to meet individual needs and requests.

3.3.Confirm details of services with clients.

3.4.Monitor and adjust services to ensure client needs are met.

3.5.Maintain accurate records of services according to organisational procedures.


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