HANDLEMAIL AND WRITTEN

COMMUNICATION

LEARNER GUIDE

Mail and Written Communication

Learner Information

Details Please Complete detailsName of learner

Name of manager

Work Unit

Facilitator

Date started

Date of completion & Assessment

Table of Contents

Mail and Written Communication...................................................2

Keys to Icons................................................................................4

2

Mail and Written Communication...................................................5Introduction................................................................................................5

Purpose....................................................................................................5Specific Outcomes...................................................................................5Assessment Criteria.................................................................................5To qualify.................................................................................................5Range of Learning...................................................................................5Responsibility..........................................................................................6

Specific Outcomes and Range of Learning......................................7

1. Handling Mail and Messages....................................................101.1 Handling Written Communication.......................................................101.2 Handling Written Communication.......................................................111.3 Delivering Items to a Guest Room......................................................141.4 Prevention of Unauthorised Access....................................................16Self-Assessment 01...................................................................................16

2. Efficiency................................................................................182.1 Organisational Requirements.............................................................18

3. Situations and Challenges........................................................193.1 Uncollected Items...............................................................................193.2 Reporting Suspicious Items................................................................20Self-Assessment 02...................................................................................22

Keys to Icons

The following icons are used throughout the study guide to indicate specific functions:

FOLDER ENCLOSURESThis includes all examples, handouts, checklists, etc.

DON'T FORGET/NOTEThis icon indicates information of particular importance.

3

VIDEOSVideos recommended as added value learning.

SELF-ASSESSMENT QUESTIONS.

Self evaluation for learners to test understanding of the learning material

ACTIVITY TIPS

These help you to be prepared for the learning to follow and must be added to the module content/portfolio of evidence.

PRACTICAL TASKS

An important part of the assessment process is proof of competence. This can be achieved by observation or a portfolio of evidence. These tasks meet this component of assessment.

EXERCISES

Exercises/questions to be complete to demonstrate understanding of module content. Shows transference of knowledge and skill.

Mail and Written Communication

IntroductionPurpose In order to achieve the credits and qualify for this

appropriate registered standard, determined by the Sector of Education Training Authority, you are expected to have demonstrated specific learning outcomes.

Specific Outcomes

Specific outcomes describe what the learner has to be able to do successfully at the end of this learning experience.

To qualify To qualify and receive credits towards your qualification, 4

a registered Assessor will conduct an evaluation and assessment of your portfolio of evidence and competency.

Assessment Criteria

The only way to establish whether a learner is competent and has accomplished the specific outcome, is through the assessment process. Assessment involves collecting and interpreting evidence about the learners’ ability to perform a task. This module includes assessments in the form of self-assessments, group tasks, quizzes, projects and a practical training programme whereby you are required to perform tasks on the job and collect as portfolio of evidence, proof signed by your supervisor that you have successfully performed these tasks.

To qualify To qualify and receive credits towards your qualification, a registered Assessor will conduct an evaluation and assessment of your portfolio of evidence and competency.

Range of Learning

This describes the situation and circumstance in which competence must be demonstrated and the parameters in which the learner operates.

Responsibility The responsibility of learning rest with you, so . . . Be proactive and ask questions. Seek assistance and help from your coach, if

required.

Related Units – Structuring the Learning

It would make sense to learn and assess this unit in conjunction with all or part of the following units (if they are relevant to the Learnership in question):

XX 11 Maintain a safe working environment

5

Specific Outcomes and Range of Learning

Demonstrated Knowledge and Understanding:

1. Explain reasons for written communications to prevent unauthorised access in terms of customer satisfaction and safety.

2. Stress the importance of reporting suspicious items immediately.

3. Explain the interrelationship of customer satisfaction, time and handling messages efficiently.

4. State company procedures for handling mail.

Demonstrated ability to make Decisions about practice and to Act accordingly:

1. Collect, sort and distribute the different types of written communication to the correct person or location.

2. Handle each problem and explain action taken, given a range of problems with mail. (Range of problems: uncollected mail, suspicious items)

3. Secure communications against unauthorised access, and explain the importance of this.

4. Complete work to meet schedules and specified deadlines according to company procedures.

Demonstrated ability to learn from our actions and to Adapt Performance:

1. Make suggestions to improve delivery of messages.

6

Practical TasksAs part of this module you will be required to complete the following tasks.

An assessor/supervisor/experienced colleague must be present to observe you as you complete the tasks OR you can provide a portfolio of evidence proving your competence.

Practical Exercise

Task Type Date Complet

ed

Comments & Initials of Observer

Task No. 1 Sort and deliver mail, messages and written communication procedures

Task No. 2 Deal with a range of problem situations, namely, uncollected mail and suspicious items according to company procedures

Task No. 3 Keep a log of all communication received and delivered over a monthly period. Include suggestions of how to solve problems arising.

7

Credits of this Module

Credits The Unit Standard FH01: Mail and Written Communication has a total credit value of 1.

Learner Support

Resources Videos The following video is recommended as a further training tool and is available from learner resources:1. Front-line Customer Care (WYVR-035)

Purpose of this Module

Overall Outcome

The learner must be able to deal with written communications and ensure secure delivery and storage thereof. The learner must understand the importance of sorting mail messages and written communications correctly.

8

1. Handling Mail and Messages

Specific Outcomes

Collect, sort and distribute the different types of written communication to the correct person or location.

State company procedures for handling mail. Explain reasons for written communications to prevent

unauthorised access in terms of customer satisfaction and safety.

Secure communications against unauthorised access, and explain the importance of this.

1.1 Handling Written CommunicationProcedures Following are typical procedures for handling different

types of written communication:

Find out if there is, and then get a copy of your unit’s procedure for handling different types of written communication.

Get a copy of your unit’s registration card and message book/pad. File these at the back of this module.

Item ActionMessages Handle messages as follows:

For registered guests: deliver it to the room. For arrivals: place the top copy with the registration

card at Reception. Discard the second copy. For visitors: hand the top copy of the message to the

person who will be visited. Discard the second copy. For staff: hand to the Head of Department for

distribution.

If a visitor wishes to leave a message for a guest, proceed as follows: Hand the visitor a message pad and a pen (make sure

that the pen is in a good condition); When the visitor has completed the message, place it

in an envelope and deliver it to the guest's room

1.2 Handling Written Communication Go and see what happens to different types

9

of mail when it arrives at the unit.

Item ActionFaxes and Telefaxes

Faxes and telefaxes should be placed in an envelope with the guest’s name and room number written on it. Proceed as follows: Registered guests: deliver to the room. Arrivals: place with the registration card at Reception. On guest history and scheduled to return: place

fax in the arrivals file under the arrival date, to be attached to the registration card when appropriate.

On guest history but not scheduled to return: mail forward if the address is available, or inform sender.

Staff: hand to the relevant Head of Department for distribution.

Former staff: inform sender.

1.2 Handling Mail

Procedures Following are typical procedures for handling mail (including parcels and other items):

Look for a sample of registered mail, and then ask what the procedure for dealing with it is. If there is written procedure get a copy and file at the back of this module.

Item Action

10

Letters These will be collected once or twice a day and delivered to the Porter's desk by the Driver. Post must be sorted as follows: For guests – registered or arrivals; departed guests;

etc. Staff - sort by department Items to be re-posted - items which will be returned

to the sender. For registered guests they should be delivered to

the room as described previously. For arrivals, place with the registration card at

Reception. For a guest on the guest history and scheduled

to return, place it in the arrivals file under the arrival date, to be attached to the registration card when appropriate.

For a guest on the guest history but not scheduled to return, mail the item forward if the address is available. If the address is not available, return the item to the sender.

For staff, place it in the pigeonhole of the relevant Head of Department for distribution.

For former staff, return to sender.Registered Items

Proceed as follows: For registered guests or staff: send the registration

slip to the person concerned with a Porter. Ask the guest/staff whether they would like it to be collected on their behalf or whether they would like to collect it themselves. If they would like it to be collected, request their signature and ID number. Once it has been collected, follow the procedure for "Parcels" below.

For arrivals: place with the registration card at Reception. Once the guest has arrived do as above.

For a guest on the guest history and scheduled to return: place it in the arrivals file under the arrival date, to be attached to the registration card when appropriate.

For a guest on the guest history but not scheduled to return or for a former staff member: return to sender.

11

Courier-delivered items

Drivers from courier companies will usually deliver these items to the Porters Desk. They must be handled as follows: Check the name of the addressee. If the item is

addressed to a guest who has checked out and is not scheduled to return, or to a former staff member, return to sender.

Sign the delivery form. Continue as for letters or parcels - whichever is

appropriate. Couriers delivering items for banqueting / conventions

guests must be directed to the banqueting / convention centre.

Parcels All parcels are recorded in a Collection Book at Reception or Porters and then placed in the Porters store. The following information must be placed in the book: Date of delivery. The addressee. The name of the person recording the delivery.Write a duplicated message on a message slip notifying the guest that there is a parcel to be collected. Place one copy in the pigeonhole for the relevant room and deliver the other copy as described above. When the guest collects the parcel, he/she must sign the book and note the date on which the parcel was collected.Proceed as follows: For arrivals: place the notification message with the

registration card at Reception. For a guest on the guest history and scheduled to

return: place the notification message in the arrivals file under the arrival date, to be attached to the registration card when appropriate.

For a guest on the guest history but not scheduled to return: mail forward if the address is available, or return to sender.

For staff: hand to the relevant Head of Department for distribution.

For former staff: return to sender.

12

Mailing Items for Guests

If a guest wishes to have an item posted, accept the item, and request the following information: Whether the item is urgent or can await the next

scheduled trip to the Post Office. Whether you may post the charges for postage to the

guest's account. What the guest would like you to do if the postage

charges exceed R50 (in the case of parcels).

1.3 Delivering Items to a Guest RoomFind out the procedure used at your unit for delivering items to a guest room:

Procedures Below are typical procedures for delivering items to a guest room:

Step Action1. Call the room prior to delivering the article to ensure that

you will not be disturbing the guest and to prevent possibly having to make two trips.

2. When the guest answers the telephone say something like:“Good morning, Mr./Mrs. ______. This is ______ (state your name) from the Porters Desk. We have a parcel / message for you. May I have it delivered it to your room?”

3. When items are delivered to a guest’s room, the following procedure applies: If there was no response to your telephone call, leave

parcels at the Porters Desk and take the original copy of the message to the room and slide it under the door.

If the guest asked you to deliver the article, knock loudly on the door three or four times. If the guest answers the door, introduce yourself and state your business, by saying:

"Good morning, Mr.______ I am (give your name). I have a letter / parcel / message for you." Hand the item to the guest. End by saying:

"Enjoy your evening, Mr So-and-So."4. If there is no response to your knock slide the item under

the door. 5. If the item is too big to fit under the door, write a

duplicated message saying: “Please collect a parcel from the Porter's Desk.”

6. Slide the one copy of the message under the door and return to the Porter's Desk with the item and the other copy of the message. Handle it as for "Parcels" above.

What would happen if you did not follow 13

procedures?Discuss with your assessor.

1.4 Prevention of Unauthorised AccessImportance Organisational procedures must be adhered to in the

prevention of unauthorised access with regards to written communications. This is necessary for customer satisfaction and safety for the following reasons: guests need to be informed when they have

mail/messages it may be important/urgent to ensure that the delivery is not misplaced and

forgotten for security reasons- registered mail or parcels left

lying/mishandled around can be stolen. for efficiency and organisational requirements maintaining guest confidentiality is important.

Self-Assessment 01

14

Instructions In the following assessment you will be required to answer all questions.

You are required to obtain 100% to pass. Obtain feedback from your Assessor on the accuracy of your

answers. If you do not obtain the pass mark, revise all the learning

material and redo the question.

Question 1State Procedures for handling messages, faxes and telefaxes

Question 2What are the procedures for collecting, sorting and distributing letters and parcels?

Question 3How are items delivered to a guestroom?

Question 4Explain the reasons for written communications to prevent unauthorised access in terms of customer satisfaction and safety.

15

2. Efficiency

Specific Outcomes

Explain the interrelationship of customer satisfaction, time and handling messages efficiently.

Complete work to meet schedules and specified deadlines according to company procedures.

2.1 Organisational RequirementsFind out the standards used in your unit and insert them here.

The relationship between customer satisfaction and efficiency

Consider the following organisational requirements to ensure that prompt action is taken to ensure customer satisfaction: Messages: must reach the person for whom they are

intended within 15 minutes of having been taken. Incoming mail: must be sorted and separated into

guest mail, hotel mail and personal correspondence within ten minutes of the mail arriving at the workplace.

Registered post and parcels: must be dealt with, within 10 minutes. This is important to avoid losses or inconvenience to guests. If a registered letter is received by the hotel and not delivered, the hotel may be held liable

These requirements may vary from one organisation to the next, however, an understanding attitude towards time and attending to messages and mail has a direct impact on customer satisfaction and repeat business.

List problem areas in your approach to customer service and make suggestions on improving your customer service skills.

3. Situations and Challenges

Specific Stress the importance of reporting suspicious items 16

Outcomes immediately.Handle each problem and explain action taken, given a range of problems with mail. (Range of problems: uncollected mail, suspicious items).

Make suggestions to improve delivery of messages.

3.1 Uncollected ItemsFind out the procedures for uncollected items

Procedures Below are typical procedures for uncollected itemsStep Action1. Deliver messages, faxes, letters to customers who cannot

be located by: Placing under door. Placing in pigeon hole. Putting on a message board. By securely storing for the customer (i.e. parcels or

registered post).2. Return any messages, letters, faxes etc. not collected by

customer or member of staff to the reception desk straight away.

3. Do not leave the item on the desk, hand it over to a member of staff.

4. If there is a courier delivery for a departed guest/ or a guest leaves without collecting items, then: Check that the organisation has a forwarding telephone

number and address Provide this information to the courier, and offer to

telephone the guest on behalf of the courier in order to collect the item/get instructions as to what should be done.

If the is unknown or if the organisation has no forwarding address or telephone number, send the item back

3.2 Reporting Suspicious ItemsFind out what your unit’s procedure is for reporting suspicious items. File at the end of this module.

17

Importance Security is always an issue in any hospitality venue. There is a legal obligation to protect staff, guests and the property of any company. It is important to be aware of security issues and how to protect staff and customers from danger.An emergency is a dangerous situation, which suddenly happens without warning. If one knows the right thing to do, this can help take the danger out of the situation. If one does not know what to do, this could put lives of staff and guests in greater danger.Suspicious items (parcels, bags etc) must be reported to the Security Manager as soon as possible as they may dangerous e.g. it may be a bomb, contain toxic/hazardous substances, or cause bodily harm. Staff should be on the lookout for these, particularly when popular/notorious guests are known to have booked in or during peak seasons (terrorist acts).If necessary, Security will have to follow evacuation procedures and notify bomb squads, police, ambulances, etc.

Procedures Below are typical procedures for handling suspicious items:

Step Action1. Under no circumstances should a delivery be accepted for

someone who is not registered and is not expected to arrive shortly.

2. If a visitor wishes to leave a bag or case for a guest, it is best to contact the guest to collect it from the visitor.

3. If the guest is not available, handle the bag or case as one would a parcel, but be sure to get the visitor’s name and contact telephone number.

4. Do not accept bags or packages for safekeeping from people who are not registered guests, restaurant / bar guests or banqueting / functions guests.

5. If there are any suspicions about an item in safekeeping, contact the Security Manager immediately.

6. If a suspicious package is discovered whilst working with hotel or guest parcel deliveries: leave it alone report it to the supervisor or fire officer clearly describe the size and location of the package advise others to stay clear do not panic.

7. The Security Manager will decide what action would be appropriate. Discovery of a suspicious package may require evacuation procedures to be carried out. Evacuation procedures should be known to all employees.

18

List problem areas in your own organisation and make recommendations/suggestions to improve the delivery of messages.

Self-Assessment 02

Instructions In the following assessment you will be required to answer all questions.

You are required to obtain 100% to pass. Obtain feedback from your Assessor on the accuracy of your

answers. If you do not obtain the pass mark, revise all the learning

material and redo the question.

Question 1Explain the interrelationship of customer satisfaction, time and handling messages efficiently.

Question 219

Discuss the importance of reporting suspicious items immediately.

Question 3Describe the procedures to be followed for uncollected items

SIGNATURES REQUIRED ON SUCCESSFUL COMPLETION OF THIS MODULE:

General comments & review by Assessor

General comments from Learner

I …………………………………………… (Assessor) hereby certify that I have examined the learners’ workbook and that the learner has successfully completed this section of the training programme.

_______________________ _________________________SIGNATURE ASSESSOR SIGNATURE LEARNER

DATE: ___________________ DATE:_____________________

20

21