Guest services attendant : certification standards PDF
Preview Guest services attendant : certification standards
FOOD/BEVERAGE AND ACCOMMODATION ALBERTA TOURISM EDUCATION COUNCIL Guest Services Attendant CERTIFICATION STANDARDS ALBERTA TOURISM EDUCATION COUNCIL 1 700 Standard Life Centre 1 0405 Jasper Avenue Edmonton, Alberta T5J 3N4 (403) 422-0781 FAX (403) 422-3430 The council works in cooperation with: Alberta Chamber of Commerce Alberta Culinary Arts Foundation Alberta Hotel Association Alberta Restaurant and Foodservices Association Motel Association of Alberta Tourism Industry Association of Alberta Alberta Tourism Alberta Career Development and Employment Alberta Advanced Education Council of Presidents (Colleges and Technical Institutes) Alberta Vocational Centres Universities Coordinating Council Printed March, 1991 All rights reserved. Reproduction of this publication, in part or in whole, without the express permission of the Alberta Tourism Education Council is p rohibited. GUEST SERVICES ATTENDANT T INTRODUCTION The tourism industry in Alberta presently creates an estimated 100,000 full-time, part-time and seasonal jobs. By the year 2000, tourism has the potential to provide 220,000 jobs for Albertans. This tremendous potential for growth represents both an opportunity and a challenge. The Alberta Tourism Education Council is responding to that challenge. The mandate of the Council is to stimulate and integrate the resources of industry, government and education to meet the present and future education and training needs of Alberta’s tourism industry. One of the important initiatives undertaken by the Council is the development of standards for occupations within the industry. Standards now exist for various positions in the food/beverage/accommodation and adventure tourism/recreation sectors. In addition, several sets of standards exist which are applicable to all sectors of the tourism/hospitality industry. Development of standards is ongoing, leading to a range of standards for key occupations in all sectors. Another primary initiative of the Council is the development of a p rovince-wide process for certification. This is a major advance for Alberta’s tourism industry and is designed to provide individuals currently working in the industry with an opportunity to apply their knowledge and skills and receive an industry- recognized certificate from the Alberta Tourism Education Council. Certification enables employees to further career-development goals and allows employers to hire staff that are trained to a measurable level. This in turn enhances the image of the industry and attracts energetic and talented individuals to the many exciting and rewarding career opportunities in the industry. If y ou would like more information on how you can benefit from these certification standards, please call or write: Alberta Tourism Education Council 1700 Standard Life Centre 1 0405 Jasper Avenue Edmonton, Alberta T5J 3N4 Phone: (403) 422-0781 Fax: (403) 422-3430 i GUEST SERVICES ATTENDANT t STANDARDS OVERVIEW WHAT ARE STANDARDS? A m inimum of 40 professionals from the occupation are directly involved in Standards are statements outlining what developing each set of standards. an individual must know and the skills and attitudes required of that individual to WHO BENEFITS FROM be considered competent in an STANDARDS? occupation. Eventually, all Albertans will benefit from WHY DEFINE STANDARDS? the monitoring of performance in relation to industry standards. As standards gain People working within the tourism recognition, industry professionals will industry have been labelled as unskilled maintain or increase personal skills, workers. This stereotype is far from the resulting in direct benefits to local and truth. Central to the mandate of the visiting consumers. Alberta Tourism Education Council is the enhancement of the image of hospitality Specific groups who can benefit from within both the industry and the general standards are: public. Defining standards is one way to help increase awareness of the skills Service Professionals required of those working within this - standards help identify career paths industry. - standards enhance the public image of service professionals HOW ARE STANDARDS - standards provide a basis for DEVELOPED? challenge, self-improvement and advancement These standards were developed from - standards provide the basis for information provided by two industry certification, based upon competent committees. The Industry Validation performance Committee (I V C), consisting of individuals working within this occupation, Employers and Owners provided the information from which a - standards define areas where complete description of necessary skills employees must be proficient, which was generated. The standards were assists in recruiting, training and written, and feedback was then provided development of staff by the Standards Industry Advisory - standards provide employers and Committee (SIAC), which is also made owners with a h ighly trained work force, up of individuals working in this which can increase productivity and occupation. The IVC then met to decrease costs incurred by high staff validate the standards, considering the turnover translating into an improved feedback from SIAC as well as their own bottom line suggestions. ii GUEST SERVICES ATTENDANT Educators HOW DO STANDARDS RELATE TO TCEDOOUUUCNAICTDIIOMLN THE CERTIFICATION PROCESS? - standards provide the basis for curriculum and program development Standards are used as the basis for the - standards identify areas of industry where educational expertise is needed implementation of a t hree-step province- and applicable wide certification process for industry personnel. The initial step is a multiple Students choice examination which, when - standards help to promote the successfully completed, is followed by a tourism industry as a viable and fulfilling performance evaluation completed by a career choice supervisor in the work place. The third - standards allow visualization of step is a performance evaluation career options within the tourism conducted by a certified, trained Alberta industry Tourism Education Council evaluator. HOW ARE STANDARDS READ? WHAT DOES ‘HOUSE POLICY’ MEAN IN STANDARDS? Major Categories are located in the outer margins. These indicate the The Alberta Tourism Education Council general skill area within the occupation. recognizes that an establishment may have internal policies that affect the way Skills are located in the left-hand in which a skill is p erformed. Therefore, column. These indicate abilities service some standards have ‘with consideration professionals must demonstrate to fulfill of house policy’ added to the the requirements of the position properly. performance portion of the standard for certification purposes. Standards are located in the right-hand The knowledge portion of these column. These specify what a service standards contains the typical generic professional must do and provide the policy with which the employee should be knowledge necessary to accomplish the familiar in order to challenge the written task. The centre column identifies the examination. By learning or standard as either: demonstrating an accepted generic standard, the certified professional gains - K ( knowledge task) - what a service the advantage of greater job mobility, as professional must know to be considered well as an appreciation of other ways of competent in a skill, or accomplishing tasks. - P (performance task) - what a House policy does not replace the service professional must demonstrate to generic standard; rather, it allows the be considered competent in a s kill, based Alberta Tourism Education Council on the requirements as stated in the evaluator to determine if p erformance is knowledge standard. to the standard or follows a particular house policy. The evaluator will not fail candidates for following policies of their establishments. iii GUEST SERVICES ATTENDANT t ACKNOWLEDGEMENTS The Alberta Tourism Education Council would like to recognize the following individuals and organizations for their expertise, time and energy without which the development of these standards would not have been possible. INDUSTRY/EDUCATION REPRESENTATIVES Darryl Boe, Ramada Renaissance Hotel, Edmonton Mark Bradford, The Lodge at Kananaskis Dwaine Burgardt, Centre Suite Hotel, Edmonton Norman Chow, Chateau Lake Louise Ian Duncan, Jasper Park Lodge Andries Flierjans, Banff Park Lodge Troy Foster, Edmonton Hilton Glen Goudy, Chateau Lake Louise Murray Gregory, Banff Park Lodge Mark S. Hope, The Lodge at Kananaskis Jacqueline Johnson, Skyline Plaza Hotel, Calgary Eric Johnston, Delta Bow Valley Hotel, Calgary Patrick McGinley, Jasper Park Lodge Gerald Podloski, Edmonton Hilton Travis Tetracek, Chateau Lake Louise Hugh Woo, The Westin Hotel, Edmonton Evelyn Zajac, Westin Hotel Calgary CONTRIBUTING ORGANIZATIONS AND INSTITUTIONS Alberta Advanced Education Alberta Hotel Association Alberta Restaurant and Foodservices Association Alberta Tourism Alberta Vocational Centres We apologize if w e have overlooked any contributors to this project. Please let us know if y ou are aware of any omissions. IV GUEST SERVICES ATTENDANT t TABLE OF CONTENTS ▼ Introduction i ▼ Standards Overview ii ▼ Acknowledgments iv A . 1 . Exhibit Attributes of Positive Attitude 2. Exhibit Attributes of Professional Attitude 3. Promote Province B. COMMUNICATION 10 A T 1. TUse Communication Skills I 2. CommunicaTte With Guests U 3. Assist Other DeparDtments E 4. Use Inter- Department Commu nication 5. Maintain Working Relationships Wi5t h Outside Services C. GUEST INTERACTION 17 1. Interact With Guests 2. Assist Guests With Special Needs 3. Promote Hotel To Potential Guest 4. Handle Hotel Errors and Guest Complaints 5. Accept Gratuities D. PRODUCT KNOWLEDGE 27 1. Know Property Information 2. Provide Information About Services E. DEPARTMENTAL DUTIES 32 1. Practice Personal Hygiene and Grooming 2. Perform Opening and Closing Duties 3. Perform Ongoing Departmental Duties 1 GUEST SERVICES ATTENDANT F. BAGGAGE HANDLING 40 1 . Use Baggage Cart 2. Handle Baggage On Arrival and Departure 3. Accommodate Requests For Room Changes 4. Handle Baggage Problems G. EMERGENCY AND SECURITY PROCEDURES 46 1. Identify Fire Procedures 2. Follow Safety Guidelines 3. Co-operate With Security Department 2 ALBERTA TECDOOUUUCRNAITCISIOMLN GUEST SERVICES ATTENDANT STANDARDS Note: Where reference is made to legislation, the reader is expressly advised to consult the original legislation, and to obtain further advice as required. 3 Digitized by the Internet Archive in 2016 https://archive.org/details/guestservicesatt00albe_0
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