Candidate Assessment Book-Award For Developing Skills Customer Service

NCFE Level 2 Award for Developing Skills in the Hospitality, Leisure, Travel and Tourism Industry Candidate Assessment
Book
Issue 1 (April 2010)
Candidate Name: Assessors Name: Start Date: Completion Date:
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Signatures
Candidate: Assessor: ................................................................ Date: .................................. ................................................................ Date: ..................................
Contents
Page No.
- Summary of Achievement Section 1: Introduction - Qualification Overview - Aims - Opportunities for Further Education and Training Section 2: Qualification Assessment Advice to candidates Summary of achievement Qualification assessment Unit 01 Qualification assessment Unit 02 Qualification assessment Unit 03 Qualification assessment Unit 04 Qualification assessment Unit 05
1 2 2 2 3 4 4 4 5 19 33 39 47 55 55 55 55 56 56 56 56 57
Section 3: What happens next? - Assessment - The Internal and External Moderator - Certification Section 4: Information about NCFE Policies - Additional Support Requirements - Appeals, Enquiries about Results and Complaints - Malpractice and Misconduct Enquiries/Equal Opportunities/Data Protection
NCFE Level 2 Award for Developing Skills in the Hospitality, Leisure, Travel and Tourism Industry Summary of Achievement
Unit no 01 Candidate signature ________________ Date _________ Assessor signature ________________ Date _________
Unit title Principles of Customer Service in Hospitality Leisure Travel and Tourism Welcome customers in the hospitality, leisure, travel and tourism industry Meet the requirements of customers in the hospitality, leisure, travel and tourism industry, with specific needs Welcome overseas visitors
IM signature* ________________ Date _________
02
________________ Date _________
________________ Date _________
________________ Date _________
03
________________ Date _________
________________ Date _________
________________ Date _________
04
________________ Date _________
________________ Date _________
________________ Date _________
05
Communicate with customers by telephone and email
________________ Date _________
________________ Date _________
________________ Date _________
(* For completion if part or all the evidence for the unit has been sampled by the Internal Moderator.)
NCFE Level 2 Award for Developing Skills in the Hospitality, Leisure, Travel and Tourism Industry Section 1: Introduction
Thank you for choosing an NCFE qualification. This assessment book provides you with information about the qualification and the assessment tasks that you will need to complete to achieve your certificate. Your NCFE qualification can help you progress to further qualifications or into employment. The following qualification overview explains this in more detail.
Qualification Overview
The NCFE Level 2 Award in Developing Skills in the Hospitality, Leisure, Travel and Tourism Industry has been accredited by the qualifications regulators for England, Wales and Northern Ireland1 and is part of the Qualifications and Credit Framework (QCF). Its Qualification Accreditation Number is 500/8208/5. The qualification consists of 5 mandatory units: Unit 1 Unit 2 Unit 3 Unit 4 Unit 5 Principles of Customer Service in Hospitality Leisure Travel and Tourism Welcome customers in the hospitality, leisure, travel and tourism industry Meet the requirements of customers in the hospitality, leisure, travel and tourism industry, with specific needs Welcome overseas visitors Communicate with customers by telephone and email
Aims
This qualification is ideal for anyone already working in service sector operations on a casual, seasonal or permanent basis. It aims to enable learners to: understand the importance of customer service when dealing with a wide range of customers and visitors in different situations investigate ways of improving levels of customer service through the use of good communication skills appreciate the importance of making positive and lasting impressions with customers develop and enhance customer service skills which will help boost career and job prospects gain an insight into working in hospitality, leisure, travel, tourism and related service sector businesses
The qualifications regulators (the regulators) are Ofqual in England, DCELLS in Wales and CCEA in Northern Ireland.
NCFE Level 2 Award for Developing Skills in the Hospitality, Leisure, Travel and Tourism Industry Section 1: Introduction
Opportunities for Further Education and Training

The NCFE Level 2 Award for Developing Skills in the Hospitality, Leisure, Travel and Tourism Industry aims to improve the levels of customer service you provide. If you are not currently in employment, satisfactory completion of this qualification may lead to employment. There are a number of possible progression routes to additional qualifications. These include: NCFE Certificates in Employability Skills NCFE Certificates in Key or Basic Skills NCFE Level 2 Award for Resort Representatives NCFE Level 2 Certificate for Airline Cabin Crew Level 2 NVQ in Customer Service Level 2 NVQ in Hospitality Service Level 2 NVQ in Travel Services
NCFE Level 2 Award for Developing Skills in the Hospitality, Leisure, Travel and Tourism Industry Section 2: Qualification assessment
This section of the Candidate Assessment Book contains a number of assessment tasks for you to complete. Once you have completed the tasks for each unit, your tutor will assess them and give you feedback. A feedback form is included in this assessment book. Once you have completed all the tasks to the required standard, your tutor will sign the front of the Candidate Assessment Book to show it has been completed to his/her satisfaction.
Advice to Candidates
Complete all of the questions in this Candidate Assessment Book Write your answers in the spaces provided. If you need extra space, please use the blank pages at the back of this book and clearly write the question number next to your answer Please use a blue or black pen and write clearly If you need any help or guidance, please contact your tutor You may want to keep a copy of any completed assessment tasks submitted to your tutor for assessment
NCFE Level 2 Award for Developing Skills in the Hospitality, Leisure, Travel and Tourism Industry Section 2: Qualification assessment Unit 01
Principles of Customer Service in Hospitality Leisure Travel and Tourism Task 1:

a)
Principles of customer service in hospitality, leisure, travel and tourism
Describe the role of the organisation in relation to customer service:
Name of organisation:
b)
Identify the characteristics and benefits of excellent customer services: Characteristics Benefits 1.
1.
2.
2.
3.
3.
4.
4.
NCFE Level 2 Award for Developing Skills in the Hospitality, Leisure, Travel and Tourism Industry Section 2:
c)
Qualification assessment Unit 01
Give examples of internal and external customers in the industries Internal External
Hospitality 1.
2.
Leisure 1.
2.
Travel and Tourism 1.
2.
d)
Describe the importance of product knowledge and sales to organisation success. Give one example for each. 1. Hospitality
2. Leisure
3. Travel and Tourism
d)
Describe the importance of organisational procedures for customer service. Give one example for each. 4. Hospitality
5. Leisure
6. Travel and Tourism
Task 2: a)
Identify the benefits of excellent customer service for the individual, in the following:
Customer Hotel
Task 2a):
Continued
Customer Leisure facility

eg swimming pool
Task 2 a):
Continued
Customer Holiday Resort Rep
10
Task 2b):
Describe the importance of positive attitude, behaviour and motivation in providing excellent customer service
Describe the importance for the need to show the following: 1. Positive attitude eg tour bus driver or hotel receptionist
2.
Appropriate behaviour eg swimming pool or gym attendant
3.
Motivation eg guide at an stately home or art gallery
11
Task 2c):
Describe the importance of personal presentation within the industries
Why is personal presentation important in the following: Hotel Receptionist
Airline Cabin Crew Member
Leisure Park Assistant
Holiday Resort Representative
12
Task 2d):
Explain the importance of using appropriate types of communication
Explain the importance of using appropriate types of communication Example: Booking a family holiday Making a booking for a car rental
Task 2e): Describe why it is important to demonstrate effective listening skills in the following situations:
Hotel reservation
Making a reservation in a restaurant
Ordering a take away supper
13
Task 3a):
Identify what is meant by customer needs and expectations in the industries

Customer Needs Customer Expectations
Hospitality eg Hotel, Catering
Leisure eg Sports Centre, Park Facility
Travel and Tourism eg Transportation, visiting a heritage site
14
Task 3b):
Identify the importance of anticipating and responding to varying customers needs and expectations eg when booking a flight or making a hotel reservation
Couple with a young family
Elderly couple
Group of young people
Task 3c):
Describe the factors that influence the customers choice of products and services
Services 1.
Products 1.
2.
2.
3.
3.
15
Task 3d):
Describe the importance of meeting and exceeding customer expectations
Please provide ONE example from either Hospitality, Leisure OR Travel and Tourism
Task 3e):
Describe the importance of dealing with complaints in a positive manner eg a hotel guest who is dissatisfied with their hotel room
16
Task 3f):
Explain the importance of complaint handling procedures
Example: a) Customer who is dissatisfied with food in a restaurant b) Delayed return flight from a holiday overseas c) Faulty gym equipment Hospitality
Leisure
Travel and Tourism
17
Unit feedback form
Unit 01: Principles of Customer Service in Hospitality Leisure Travel and Tourism
Assessment Decision
Not yet achieved
Actions required:
Achieved
Comments:
Candidate signature Assessor signature Internal Moderator signature
Date Date Date
18
Welcome customers in the hospitality, leisure, travel and tourism industry Task 1: Welcome customers in the Hospitality, Leisure, Travel and Tourism Industry
a)
Find out about the range of products and services provided by the Hospitality, Leisure, Travel and Tourism sectors Name 3 products: 1) 2) 3) Name 3 services: 1) 2) 3)
b)
Find out about businesses operating in each of the main Hospitality, Leisure, Travel and Tourism sectors Name 2 local Hospitality businesses: 1) 2) Name 2 local Leisure/Entertainment businesses 1) 2) Name 2 local Travel and Transport businesses 1) 2) Name 2 Local Tourism/Visitor Attraction businesses 1) 2)
19
c)
Describe how does Hospitality, Leisure, Travel and Tourism benefit the economy
Please list 3 benefits 1)
2)
3)
20
Task 2:
a)
Understand the importance of customers
How are the expectations of customers changing generally and/or where you work?
List 3 trends in customer expectations:
1)
2)
3)
b)
Describe how to measure own service standards
Write 3 standards that may apply to your workplace/college:
21
c)
Give 3 examples and describe how organisations measure their standards of customer service
1)
2)
3)
d)
Think about creating a good first impression.
Outline how first impressions can impact on your customers
Give an example of and describe how you could create a good first impression on a customer:
Task 3:
a)
Communicate with customers effectively
Consider how to communicate with customers effectively
Describe the benefits of communicating effectively with customers
22
b)
Can you advise someone about communication methods?
Identify the different methods of communication:
Give 4 pieces of advice that would assist someone when using body language for effective communication:
1)
2)
3)
4)
Give 4 pieces of advice that would assist someone when using listening techniques for effective communication:
1)
2)
3)
4)
23
Give 4 pieces of advice that would assist someone when using the telephone for effective communication:
1)
2)
3)
4)
c)
Customers may ask you for advice and guidance.
1)
2)
3)
4)
List 4 ways to give effective advice and guidance to a customer:
1)
2)
3)
4)
24
Task 3:
a) Provide evidence of either a role play or direct observation for performance criteria 3.3; 3.4; 3.5 and 3.7
An observation Checklist and Witness statement templates are provided on the following pages
25
Observation Assessment Record
Qualification Name: __________________________ Activity: Unit: ___________________
______________________________________________________________
Location: _____________________________________________________________ Assessor signature: ________________________ Candidate signature: _______________________ Date: ____________________ Date: ____________________
Direct Observation Report (to include: a) date, b) time, c) location, d) people present, e) circumstances, f) what was observed, g) judgment of candidate competence, h) reasons for judgment)
Learning Outcome + Range Coverage
Knowledge Evidence Covered, if applicable
26
Witness Testimony
Candidate: Centre: Assessor name: Qualification: Location:
Please give a brief description of what the candidate has done, making reference to elements, performance criteria and range statements. Learning outcome number(s):
I verify the candidate has demonstrated competence in the above. Signed: Position: Date: Witness name: Company: Company address (if applicable)
Telephone number/contact details:
27
Task 4:
a)
How to respond to a wide range of customer needs
Describe and give examples of how you and various organisations can deal with a wide range of customer needs including:
How customers specific needs can be identified and met:
The range of languages and cultural diversities you may deal with:
How you would welcome customers of different ages:
b)
Sometimes you come across customers or situations that are difficult to deal with.
Give 3 examples and describe ways to resolve problems and make improvements 1.
2.
3.
28
c)
Provide evidence of either a role play or direct observation for performance criteria 4.2
An observation Checklist and Witness statement templates are provided on the following pages
29
Observation Assessment Record
Qualification Name: __________________________ Activity: Unit: ___________________
______________________________________________________________
Location: _____________________________________________________________ Assessor signature: ________________________ Candidate signature: _______________________ Date: ____________________ Date: ____________________
Direct Observation Report (to include: a) date, b) time, c) location, d) people present, e) circumstances, f) what was observed, g) judgment of candidate competence, h) reasons for judgment)
Learning Outcome + Range Coverage
Knowledge Evidence Covered, if applicable
30
Witness Testimony
31
Unit feedback form
Unit 02: Welcome customers in the hospitality, leisure, travel and tourism industry
Assessment Decision
Not yet achieved
Actions required:
Achieved
Comments:
Date Date Date
32
Meet the requirements of customers in the hospitality, leisure, travel and tourism industry, with specific needs Task 1:
a)
Providing an accessible service
List 2 reasons for providing a service that is accessible to customer with specific needs:
b)
What are 2 of the benefits of providing a service that is accessible to customer with specific needs:
c)
What does the law require you to do?
d)
Describe 2 ways you can make a positive approach in welcoming customers with a disability:
33
e)
Think about how services and access can be improved in organisations. You could use your own organisation or one you are familiar with as an example. You may wish to attached diagrams or pictures to support your answers Describe how services for mobility impaired customers could be improved:
34
Describe how access for mobility impaired customers could be improved:
35
Task 2:
a) 1)
Communicating effectively with customers with specific needs
Give 3 reasons why effective communication is important
2)
3)
b)
Give some advice to someone who would like to communicate well with customers under each of the following headings: Customers who are deaf or have a hearing impairment:
Customers with a learning disability:
Customers with a speech impairment:
Customers with a visual impairment:
36
c) 1)
Identify 3 ways in which an organisation could gain feedback from its customers:
2)
3)
d)
Describe ways to proactively meet the needs of overseas visitors:
37
Unit feedback form
Unit 03: Meet the requirements of customers in the hospitality, leisure, travel and tourism Industry, with specific needs
Assessment Decision
Not yet achieved
Actions required:
Achieved
Comments:
Date Date Date
38
Welcome overseas visitors Task 1:

a) 1)
Valuing diversity of culture and language in oversees visitors
Give 3 reasons why overseas visitors are important to business and the economy of your country:
2)
3)
b)
Choose 3 countries. For each country: State 3 specific examples that you need to consider when dealing with visitors from this country Identify the likely needs of those visitors First country: Cultural differences:
Likely needs:
39
Second country: Cultural differences:
Likely needs:
Third country: Cultural differences:
Likely needs:
40
c) Stereotyping What does the word stereotyping mean?
In what way is it helpful to you in your work to have some understanding of the cultures of your visitors?
d)
Describe ways to proactively meet the needs of oversees visitors
41
Task 2:
a)
Basic language skills for communication overseas visitors
Choose a region of the world where visitors may come from to visit your country. Either write some simple words or phrases in the language of those visitors, or your tutor can provide a statement confirming that you have said them out loud.
Chosen language:
A greeting:
Hello and welcome to:
A Phrase or question you could use when dealing with a reservation or registration:
A phrase or sentence that will help when giving directions:
A phrase you would use to offer assistance:
Saying goodbye:
42
b) Body language can assist you when communicating with overseas visitors. Briefly explain how you could use body language when communicating with overseas visitors:
c) d)
Demonstrate the use of basic words and phrases in another language Demonstrate the use of body language to assist in communicating with overseas visitors
Witness statement templates are provided on the following pages
43
Witness Testimony
44
Witness Testimony
45
Unit feedback form
Unit 03: Welcome overseas visitors
Assessment Decision
Not yet achieved
Actions required:
Achieved
Comments:
Date Date Date
46
Communicate with customers by telephone and email Task 1:

a) 1)
Communicate effectively with customers by telephone
List 3 environmental factors you could consider when locating or using a telephone:
2)
3)
b) 1)
Give 3 examples of telephone functions that help to provide a good level of customer service:
2)
3)
c) 1)
Give 3 pieces of advice that would help someone to prepare to make or receive a telephone call to/from a customer:
2)
3)
47
d)
Under each of the headings below give some advice to help someone dealing with customers on the telephone. Include at least 2 tips for each heading Opening an outgoing call: 1)
2)
Receiving an incoming call: 1)
2)
Taking and passing on messages: 1)
2)
Task 2:
a)
Demonstrate efficient customer call handling
Demonstrate efficient customer call handling
A Witness Statement template is provided on the following page.
48
Witness Testimony
49
b)
Describe the key principles of selling and marketing by phone
c) 1)
Produce a checklist of 3 points to use when selling to customers on the telephone:
2)
3)
d)
Demonstrate how to handle problems and complaints on the telephone
A Witness Statement template is provided on the following page.
50
Witness Testimony
51
c) 1.
Give 3 pieces of advice for someone speaking to customers on the telephone (effective speaking techniques):
2.
3.
d) 1.
Give 3 pieces of advice for someone listening to customers on the telephone (active listening techniques):
2.
3.
e) 1.
Give 3 pieces of advice for someone questioning customers on the telephone (effective questioning techniques):
2.
3.
52
Task 3 a) Give positive and negative points of using email as a method of communication Positive 1. 1. Negative
2.
2.
3.
3.
b)
Demonstrate effective use of email*
Send an email (attach copy of email to this page) Attach the reply to this page
*The learner may select their own computer related topic or be provided with a scenario by the assessor
53
Unit feedback form
Unit 05: Communicate with customers by telephone and email
Assessment Decision
Not yet achieved
Actions required:
Achieved
Comments:
Date Date Date
54
Assessment
Your tutor will mark your Candidate Assessment Book and give you feedback. Your tutor may give your Candidate Assessment Book back to you and ask you to amend some of your answers. If this happens your tutor will explain what you need to do. When you have amended your answers you will need to give your Candidate Assessment Book back to your tutor.
What happens next?
The Internal and External Moderator

After you tutor has assessed your work, an Internal Moderator will confirm you tutors assessment. An NCFE External Moderator will visit your centre and may wish to discuss with you and other candidates the work you are doing for this qualification. The External Moderators role is to ensure your work has been assessed in accordance with NCFEs requirements. The Internal and/or External Moderator will also sign the front of the Candidate Assessment Book, if it is one of those selected.
Certification
Once you have successfully completed your Candidate Assessment Book you will be awarded the NCFE Level 2 Award for Developing Skills in the Hospitality, Leisure, Travel and Tourism Industry.
55
NCFE Level 2 Award for Developing Skills in the Hospitality, Leisure, Travel and Tourism Industry Section 4: Information about NCFE
NCFE is a leading provider of nationally recognised qualifications and is committed to delivering exceptional customer service. Were based in Newcastle upon Tyne. If youd like to know more about us please visit our website at www.ncfe.org.uk. Additional support requirements NCFE recognises that you might require additional support in order to achieve your qualification. This might be if youve a permanent or temporary disability, medical condition or specific learning need. Your Tutor/Assessor will discuss the most appropriate method of support to meet your needs and may need to notify NCFE of the support theyre going to give you. This could be facilities to support reading or writing needs, hearing, visual or physical impairment; facilities to support a medical condition or temporary injury; or facilities to support you if your first language isnt English. For more information your Tutor/Assessor will be able to provide you with a full copy of NCFEs Reasonable Adjustments and Special Considerations Policy, or you can download it from www.ncfe.org.uk. Appeals or complaints If youve any queries or problems with your qualification you should first talk to your Tutor/Assessor, the Internal Moderator or another member of staff at your centre. If youve got a complaint about the way your work has been assessed, or the support youve been given, use your centres own appeals or grievance policy (ask your Tutor/Assessor for a copy). For more information your Tutor/Assessor will be able to provide you with a full copy of NCFEs Appeals and Enquiries about Results Policy, or you can download it from www.ncfe.org.uk. Malpractice Malpractice is used to describe something a person does when they intentionally mislead somebody. An example may be copying somebody elses work and passing it off as your own. Whenever were notified about a suspected or actual case of malpractice, well work with the centre to find out if and why malpractice happened and what we can do to sort it out. If your centre suspects youve been involved in malpractice, we wont be able to issue your certificate during the investigation. If we prove that malpractice has happened, you may have part of your assessment disallowed or, in serious cases, your final results may be void. This means you wont receive a certificate or, if weve already issued you one, well ask that you return it straight away. For more information your Tutor/Assessor will be able to provide you with a full copy of NCFEs Malpractice Policy, or you can download it from www.ncfe.org.uk.
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NCFE Level 2 Award for Developing Skills in the Hospitality, Leisure, Travel and Tourism Industry
About NCFE Enquiries Any enquiries relating to this qualification should be addressed to: NCFE Citygate St James Boulevard Newcastle upon Tyne NE1 4JE Tel: Fax: E-mail: Website: 0191 239 8000 0191 239 8001 travelandtourism@ncfe.org.uk www.ncfe.org.uk
Equal Opportunities NCFE fully supports the principle of equal opportunities and opposes all unlawful or unfair discrimination on the grounds of ability, age, colour, culture, disability, domestic circumstances, employment status, gender, marital status, nationality, political orientation, racial origin, religious beliefs, sexual orientation and social background. NCFE aims to ensure that equality of opportunity is promoted and that unlawful or unfair discrimination, whether direct or indirect, is eliminated both in its own employment practices, and in access to its qualifications. You can download a copy of NCFEs Equal Opportunities Policy from www.ncfe.org.uk. Data Protection NCFE is registered under the Data Protection Act and committed to maintaining the highest possible standards when handling personal information.
NCFE is a registered charity (Registered Charity No. 1034808) and a company limited by guarantee (Company No. 2896700). All the material in this publication is copyright. NCFE Issue 1, April 2010. All information contained in this publication is correct at the time of printing.
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Candidate Assessment Book-Award For Developing Skills Customer Service

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NCFE Level 2 Award for Developing Skills in the Hospitality, Leisure, Travel and Tourism Industry Candidate Assessment

Candidate Name: Assessors Name: Start Date: Completion Date:

IM signature* ________________ Date _________

________________ Date _________

________________ Date _________

________________ Date _________

________________ Date _________

________________ Date _________

________________ Date _________

________________ Date _________

________________ Date _________

________________ Date _________

Communicate with customers by telephone and email

________________ Date _________

________________ Date _________

________________ Date _________

Opportunities for Further Education and Training

Principles of Customer Service in Hospitality Leisure Travel and Tourism Task 1:

Principles of customer service in hospitality, leisure, travel and tourism

Describe the role of the organisation in relation to customer service:

Qualification assessment Unit 01

Travel and Tourism 1.

Qualification assessment Unit 01

3. Travel and Tourism

6. Travel and Tourism

Qualification assessment Unit 01

Qualification assessment Unit 01

Customer Leisure facility

Qualification assessment Unit 01

Customer Holiday Resort Rep

Qualification assessment Unit 01

Appropriate behaviour eg swimming pool or gym attendant

Motivation eg guide at an stately home or art gallery

Qualification assessment Unit 01

Describe the importance of personal presentation within the industries

Why is personal presentation important in the following: Hotel Receptionist

Airline Cabin Crew Member

Leisure Park Assistant

Holiday Resort Representative

Qualification assessment Unit 01

Explain the importance of using appropriate types of communication

Making a reservation in a restaurant

Ordering a take away supper

Qualification assessment Unit 01

Identify what is meant by customer needs and expectations in the industries

Hospitality eg Hotel, Catering

Leisure eg Sports Centre, Park Facility

Travel and Tourism eg Transportation, visiting a heritage site

Qualification assessment Unit 01

Couple with a young family

Group of young people

Qualification assessment Unit 01

Describe the importance of meeting and exceeding customer expectations

Qualification assessment Unit 01

Explain the importance of complaint handling procedures

Travel and Tourism

Qualification assessment Unit 01

Not yet achieved

Candidate signature Assessor signature Internal Moderator signature

Date Date Date

Qualification assessment Unit 02

Please list 3 benefits 1)

IM signature* ________ Date _

________ Date _

________ Date _

________ Date _

________ Date _

________ Date _

________ Date _

________ Date _

________ Date _

________ Date _

________ Date _

________ Date _

________ Date _