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1. Handle guest arrivals and departures. 1.1.Review and plan for expected daily arrivals, special requests or major guest movements.

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. Handle guest arrivals and departures.

1.1.Review and plan for expected daily arrivals, special requests or major guest movements.

1.2.Welcome guests and direct to registration area.

1.3.Escort guests to rooms, and explain and promote organisation and room features .

2. Handle guest luggage.

2.1.Assist guests with luggage and luggage storage according to organisational procedures and security requirements.

2.2.Safely transport and deliver guest luggage to correct locations within appropriate timeframes using safe manual handling techniques and moving equipment as required.

2.3.Track lost luggage within the venue and take steps to locate and deliver to guest or correct location.

3. Respond to requests for ancillary services.

3.1.Provide ancillary services according to organisational procedures.

3.2.Liaise with colleagues in other departments where appropriate to ensure effective response to service requests.


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