SVQ2 in Front of House at SCQF Level 5 Candidate Logbook

SVQ April 2013

Pearson Education Ltd is one of the UK’s largest awarding organisations, offering academic and vocational qualifications and testing to schools, colleges, employers and other places of learning, both in the UK and internationally. Qualifications offered include GCSE, AS and A level, NVQ and our BTEC suite of vocational qualifications, ranging from Entry Level to BTEC Higher National Diplomas. Pearson Education Ltd administers Edexcel GCSE examinations.

Through initiatives such as on screen marking and administration, Pearson is leading the way in using technology to modernise educational assessment and to support teachers and learners.

References to third-party material made in this document are made in good faith. Edexcel does not endorse, approve or accept responsibility for the content of materials, which may be subject to change, or any opinions expressed therein. (Material may include textbooks, journals, magazines and other publications and websites.)

Authorised by Martin Stretton Prepared by Paul Webster

Publications code N029875

© Pearson Education Limited 2013

Contents

Section 1: SVQ2 in Front of House at SCQF Level 5 1

Introduction 1

National Occupational Standards and SVQs 1

Which SVQ in Front of House is available? 1

Who is this SVQ for? 1

What is the structure of the SVQ2 in Front of House at SCQF Level 5 2

Section 2: Examples of forms 5

Collecting your evidence 5

Example form 1 — Portfolio title page 7

Example form 2 — Personal profile 9

Example form 3 — Contents checklist 11

Example form 4 — Index of evidence 13

Example form 5 — Unit assessment plan 15

Example form 6 — Unit sign-off record 17

Example form 7 — Work log 19

Example form 8 — Observation record 21

Example form 9 — Witness testimony 23

Example form 10 — Expert witness evidence record 25

Example form 11 — Record of questions and candidate’s answers 27

Section 3: Logbook 29

Mandatory units 31 Unit 1: Maintain a safe, hygienic and secure working environment 33

Unit 2: Work effectively as part of a hospitality team 49

Unit 3: Give customers a positive impression of yourself and your organisation (ICS) 67

Optional units 89 Unit 4: Deal with communications as part of the reception function 91

Unit 5: Deal with the arrival of customers 107

Unit 6: Dealing with bookings 119

Unit 7: Prepare customer accounts and deal with departures 135

Unit 8: Provide tourism information services to customers 151

Unit 9: Produce documents in a business environment 167

Unit 10: Use office equipment 175

Unit 11: Prepare to communicate in a business environment 183

Unit 12: Handle mail and book external services 203

Unit 13: Provide reception services 217

Unit 14: Store and retrieve information 225

Unit 15: Resolve customer service problems 237

Unit 16: Promote additional services or products to customers 265

Unit 17: Deal with customers across a language divide 287

Unit 18: Maintain customer service through effective handover 305

Unit 19: Maintain and deal with payments 321

Annexe A 331

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Section 1: SVQ2 in Front of House at SCQF Level 5

Introduction

This document contains information specific to the SVQ2 in Front of House at SCQF Level 5.

National Occupational Standards and SVQs

The standards, Assessment Strategy and qualification structures for hospitality are owned by People 1st Sector Skills Council, who reviewed these National Occupational Standards. The SVQs have been developed from the National Occupational Standards.

The SVQ2 in Front of House at SCQF Level 5 gives recognition of candidates’ skills, knowledge and understanding. It allows candidates to gain a qualification in the workplace that relates to their job and promotes good working practice.

You can contact the Sector Skills Council (SSC) at:

People 1st

2nd Floor, Armstrong House 38 Market Square Uxbridge UB8 1LH

Telephone: 01895 817000 Website: www.people1st.co.uk

SVQs are designed to be assessed in the workplace, or in conditions resembling the workplace. However, simulation of real working practice might be permitted. Where this is allowed it will be shown in the individual units, within the standards that are in this logbook.

Simulation must be carried out in conditions resembling the workplace. These conditions are described as being a ‘realistic working environment’ (RWE).

Which SVQ in Front of House is available?

SVQ2 in Front of House at SCQF Level 5

Who is this SVQ for?

This qualification is suitable for many hotel staff, particularly those in small hotels, guest houses and B&Bs, and for those who are employed as receptionists in larger hotels. It may also be suitable for receptionists employed to do similar tasks in other establishments, such as care homes or private hospitals.

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What is the structure of the SVQ2 in Front of House at SCQF Level 5

To achieve the whole qualification at Level 5, you must prove competence in three mandatory units and seven optional units.

This comprises:

all of the mandatory units

at least one unit from Group A.

The remaining six units can come from either Group A or B.

Mandatory units for the SVQ2 in Front of House at SCQF Level 5

You must achieve all of the units listed below:

Unit number

Unit code Title Unit credit

SCQF level

1 1GEN1/09 Maintain a safe, hygienic and secure working environment

3 4

2 1GEN4/09 Work effectively as part of a hospitality team

3 4

3 2GEN1/10 Give customers a positive impression of yourself and your organisation (ICS)

5 5

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Optional units for the SVQ2 in Front of House at SCQF Level 5

You must achieve at least one from Group A. The remaining units can come from either Group A or Group B.

Group A

Unit number

Unit code Title Unit credit

SCQF level

4 2FOH1/10 Deal with communications as part of the reception function

3 5

5 2FOH2/10 Deal with the arrival of customers 4 5

6 2FOH3/10 Deal with bookings 4 5

7 2FOH4/10 Prepare customer accounts and deal with departures

4 5

8 2FOH11/10 Provide tourism information services to customers

5 5

Group B

Unit number

Unit code Title Unit credit

SCQF level

9 2FOH5/10 Produce documents in a business environment (CfA)

4 5

10 2FOH6/10 Use office equipment (CfA) 3 4

11 2FOH7/10 Prepare to communicate in a business environment (CfA)

3 5

12 2FOH8/10 Handle mail and book external services 3 5

13 2FOH9/10 Provide reception services (CfA) 3 5

14 2FOH10/10 Store and retrieve information (CfA) 3 5

15 2GEN5/10 Resolve customer service problems (ICS) 6 5

16 2GEN6/10 Promote additional services or products to customers (ICS)

6 5

17 2GEN7/10 Deal with customers across a language divide (ICS)

8 5

18 2GEN8/10 Maintain customer service through effective handover (ICS)

4 5

19 2GEN9/10 Maintain and deal with payments 4 5

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Section 2: Examples of forms

Collecting your evidence

This section contains examples of the forms you, your assessor and the internal verifier will use while you are undertaking your SVQ2 in Front of House at SCQF Level 5.

The forms are:

Form 1: Portfolio title page

Form 2: Personal profile

Form 3: Contents checklist

Form 4: Index of evidence

Form 5: Unit assessment plan

Form 6: Unit sign-off record

Form 7: Work log

Form 8: Observation record

Form 9: Witness testimony

Form 10: Expert witness evidence record

Form 11: Record of questions and candidate’s answers

You should ask your assessor for further advice and support if you are still unsure about how to use the forms and who should complete them.

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Example form 1 — Portfolio title page

Name:

Job title:

Name of employer/training provider/college:

Their address: Postcode:

Telephone number (Home): (Work):

Email address: Fax number:

SVQ: Level:

Units submitted for assessment:

Mentor/Supervisor: (Please provide details of mentor’s/supervisor’s experience):

Assessor: Date:

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Example form 2 — Personal profile

Name:

Address: Postcode:

Telephone number (Home): (Work):

Email address: Fax number:

Job title:

Relevant experience

Description of your current job:

Previous work experience or attach copy of a current CV:

Qualifications and training and/or attach copy of a current CV:

continued overleaf…

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Voluntary work/interests:

Name of employer/training provider/college:

Address: Postcode:

Telephone number (work): Fax number:

Email address:

Type of business, if employer:

Number of staff:

Structure of organisation (including chart or diagram if available):

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Example form 3 — Contents checklist

SVQ title:

Candidate:

Completed? Page/section number

Title page for the portfolio

Personal profile

your own personal details

a brief CV or career profile

description of your job

information about your employer/training provider/college

Summary of the units

Completed units

signed by yourself, your assessor and the internal verifier (where relevant)

reference numbers included

unit assessment plans

Unit progress records

Index of evidence (with cross-referencing information completed)

Evidence (with reference numbers)

observation records

details of witnesses (witness testimony sheets)

personal statements

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Example form 4 — Index of evidence

SVQ title and level:

Candidate:

Units/ elements evidence links to (give specific numbers, eg 5.2.1)

Evidence number

Description of evidence

Included in portfolio (Yes/No) If No, state location

Internal verifier signature and date of sampling

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Example form 5 — Unit assessment plan

SVQ title:

Unit:

Candidate: Assessor:

Normal working activities performed

Typical evidence

Work area Expected completion date

Links to other units/elements

Element:

Element:

Element:

Activities needing to be performed

Element:

Element:

Element:

Additional comments

Assessor’s signature: Date:

Candidate’s signature: Date:

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Example form 6 — Unit sign-off record

SVQ title and level:

Candidate:

Assessor:

To achieve the whole qualification, you must prove competence in three mandatory units and seven optional units.

Unit checklist: list here the units you will be undertaking, then circle the reference number of each unit as you complete it.

Mandatory

Optional

Mandatory units

Unit number Title Assessor’s signature

Date

continued overleaf…

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Optional units

Unit number Title Assessor’s signature

Date

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Example form 7 — Work log

SVQ title and level:

Unit/element(s):

Candidate:

Purpose of statement:

Evidence index number:

Date Evidence index number

Details of statement Links to other evidence (enter numbers)

Units, elements and PCs covered

Candidate’s signature: Date:

Assessor’s signature: Date:

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Example form 8 — Observation record

SVQ title and level:

Unit/element(s):

Candidate: Date of observation:

Evidence index number:

Skills/activities observed: PCs and range covered:

Knowledge and understanding apparent from this observation:

Other units/elements to which this evidence may contribute:

Assessor comments and feedback to candidate:

I can confirm the candidate’s performance was satisfactory.

Assessor’s signature: Date:

Candidate’s signature: Date:

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Example form 9 — Witness testimony

SVQ title and level:

Candidate name:

Evidence index number:

Where applicable, evidence number to which this testimony relates:

Unit:

Element(s):

Range:

Date of evidence:

Witness name:

Relationship to candidate:

Details of testimony:

I can confirm the candidate’s evidence is authentic and accurate.

Witness signature:

Name: Date:

Contact telephone number:

Please tick () the appropriate box.

Qualified as an assessor for workplace performance

Familiar with the SVQ standards to which the candidate is working

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Example form 10 — Expert witness evidence record

SVQ title and level:

Candidate name:

Evidence index number:

Where applicable, evidence number to which this testimony relates:

Unit:

Element(s):

Date of evidence:

Expert witness name:

Relationship to candidate:

Details of testimony:

I can confirm the candidate’s evidence is authentic and accurate.

Expert witness signature:

Name: Date:

Contact telephone number:

Please tick () the appropriate box.

Qualified as an assessor for workplace performance

Relevant professional work role that involves evaluating everyday staff practice

Current expertise

Familiar with the SVQ standards to which the candidate is working

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Example form 11 — Record of questions and candidate’s answers

SVQ title and level:

Candidate name:

Unit: Element(s):

Evidence index number:

Circumstances of assessment:

List of questions and candidate’s responses:

Q: A:

Q: A:

Assessor’s signature: Date:

Candidate’s signature: Date:

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Section 3: Logbook

Page number

Mandatory units 31

Unit 1: Maintain a safe, hygienic and secure working environment 33

Unit 2: Work effectively as part of a hospitality team 49

Unit 3: Give customers a positive impression of yourself and your organisation (ICS) 67

Optional units 89

Unit 4: Deal with communications as part of the reception function 91

Unit 5: Deal with the arrival of customers 107

Unit 6: Dealing with bookings 119

Unit 7: Prepare customer accounts and deal with departures 135

Unit 8: Provide tourism information services to customers 151

Unit 9: Produce documents in a business environment 167

Unit 10: Use office equipment 175

Unit 11: Prepare to communicate in a business environment 183

Unit 12: Handle mail and book external services 203

Unit 13: Provide reception services 217

Unit 14: Store and retrieve information 225

Unit 15: Resolve customer service problems 237

Unit 16: Promote additional services or products to customers 265

Unit 17: Deal with customers across a language divide 287

Unit 18: Maintain customer service through effective handover 305

Unit 19: Maintain and deal with payments 321

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Mandatory units

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Unit 1: Maintain a safe, hygienic and secure working environment

Unit code: 1GEN1/09

Unit credit: 3

SCQF Unit level: 4

Introduction

This unit is about basic health, hygiene, safety and security. This includes maintaining a clean and hygienic personal appearance, getting any cuts and grazes treated and reporting illnesses and infections. The unit also covers safety and security in your workplace, helping to spot and deal with hazards and following emergency procedures when necessary.

This unit links to all of the units in the hospitality suite of occupational standards.

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What

you

must

know

To a

chie

ve t

his

ele

men

t yo

u m

ust

giv

e su

ffic

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evid

ence

to d

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rate

your

know

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and u

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stan

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or

each

sta

ndar

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Kn

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Typ

e o

f evid

en

ce

Date

For

the

whol

e unit

K1

Your

resp

onsi

bili

ties

under

the

Hea

lth a

nd S

afet

y at

Work

Act

K2

Why

it is

import

ant

to w

ork

in a

hea

lthy,

saf

e an

d h

ygie

nic

way

K3

Wher

e yo

u c

an g

et info

rmat

ion a

bout

hea

lth,

hyg

iene

and s

afet

y in

you

r w

ork

pla

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For

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men

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EN

1/0

9.1

Mai

nta

in p

erso

nal

hea

lth a

nd h

ygie

ne

K4

Gen

eral

rule

s on h

ygie

ne

that

you m

ust

follo

w

K5

Why

corr

ect

cloth

ing,

footw

ear

and h

eadgea

r sh

ould

be

wor

n a

t al

l tim

es

K6

Why

it is

import

ant

to m

ainta

in g

ood p

erso

nal

hyg

iene

K7

What

you s

hould

do if yo

u h

ave

cuts

, gra

zes

and w

ounds

and w

hy

it is

import

ant

For

Ele

men

t 1G

EN

1/0

9.2

Hel

p t

o m

ainta

in a

hyg

ienic

, sa

fe a

nd s

ecure

work

pla

ce

K8

The

types

of

haz

ards

that

you m

ay fin

d in y

our

work

pla

ce a

nd h

ow

to d

eal w

ith t

hes

e co

rrec

tly

K9

Haz

ards

you c

an d

eal w

ith y

ours

elf

and h

azar

ds

that

you m

ust

rep

ort

to s

om

eone

else

K10

How

to w

arn o

ther

peo

ple

about

haz

ards

and w

hy

this

is

import

ant

K11

Why

you s

hould

rep

ort

acc

iden

ts a

nd n

ear

acci

den

ts a

nd w

ho y

ou s

hould

rep

ort

thes

e to

K12

Typ

es o

f em

ergen

cies

that

may

hap

pen

in y

our

work

pla

ce a

nd h

ow

to

dea

l w

ith t

hes

e

K13

Wher

e to

fin

d first

aid

equip

men

t an

d w

ho t

he

regis

tere

d f

irst

-aid

er is

in y

our

work

pla

ce

K14

Saf

e lif

ting a

nd h

andlin

g t

echniq

ues

that

you

must

follo

w

K15

Oth

er w

ays

of

work

ing s

afel

y th

at a

re r

elev

ant

to y

our

job a

nd w

hy

thes

e ar

e im

port

ant

K16

Your

org

anis

atio

n’s

em

ergen

cy p

roce

dure

s, in p

articu

lar

for

fire

, an

d h

ow

you

shou

ld

follo

w t

hes

e

K17

The

poss

ible

cau

ses

of fire

in y

our

work

pla

ce

K18

What

you c

an d

o t

o m

inim

ise

the

risk

of

fire

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Kn

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Typ

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Date

For

Ele

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9.2

Hel

p t

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in a

hyg

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K19

Wher

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fin

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alar

ms

and h

ow

to s

et t

hem

off

K20

Why

you s

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to d

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K21

Why

it is

import

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to follo

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ire

safe

ty law

s

K22

Your

org

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sec

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pro

cedure

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hy

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port

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K23

The

corr

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Why

it is

import

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to r

eport

all

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al/n

on-r

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inci

den

ts t

o t

he

appro

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son

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Ad

dit

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if a

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):

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T =

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Co

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S =

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men

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gy

RP

L =

evid

en

ce o

f re

cog

nit

ion

of

pri

or

learn

ing

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I co

nfirm

that

the

evid

ence

det

aile

d in t

his

unit is

my

ow

n w

ork

and m

eets

the

requirem

ents

of th

e N

atio

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Occ

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ional

Sta

ndar

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Can

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signat

ure

:

Dat

e:

I co

nfirm

that

the

candid

ate

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d a

ll th

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quirem

ents

of th

is u

nit.

Ass

esso

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:

Dat

e:

Counte

rsig

nin

g a

sses

sor

signat

ure

(if a

pplic

able

):

D

ate:

I co

nfirm

that

the

candid

ate’

s sa

mple

d w

ork

mee

ts t

he

stan

dar

ds

spec

ifie

d f

or

this

unit a

nd m

ay b

e pre

sente

d for

exte

rnal

ver

ific

atio

n.

Inte

rnal

ver

ifie

r si

gnat

ure

:

Dat

e:

Counte

rsig

nin

g inte

rnal

ver

ifie

r (i

f ap

plic

able

):

Dat

e:

N029875 —

Can

did

ate

Logbook

— S

VQ

2 in F

ront

of H

ouse

at

SCQ

F Le

vel 5 —

Issu

e 2 —

April 2013 ©

Pea

rson E

duca

tion L

imited

2013

38

Elem

ent

1G

EN1/0

9.1

Main

tain

pers

on

al h

ealt

h a

nd

hyg

ien

e

What

you

must

do

To a

chie

ve t

his

ele

men

t yo

u m

ust

giv

e su

ffic

ient

evid

ence

to d

emonst

rate

your

com

pet

ence

for

each

sta

ndar

d.

Pra

ctic

al

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

To m

eet

the

nat

ional

st

andar

d y

ou m

ust

:

1

Wea

r cl

ean,

smar

t an

d a

ppro

priat

e cl

oth

ing,

footw

ear

and

hea

dgea

r

2

Kee

p y

our

hai

r nea

t an

d t

idy

and

wea

r it in lin

e w

ith

your

org

anis

atio

n’s

st

andar

ds

N029875 –

Can

did

ate

Logbook

– S

VQ

2 in F

ront

of H

ouse

at

SCQ

F Le

vel 5 –

Issu

e 2 –

April 2013 ©

Pea

rson E

duca

tion L

imited

2013

39

Pra

ctic

al

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

To m

eet

the

nat

ional

st

andar

d y

ou m

ust

:

3

Mak

e su

re a

ny

jew

elle

ry,

per

fum

e an

d c

osm

etic

s yo

u

wea

r ar

e in

lin

e w

ith

your

org

anis

atio

n’s

st

andar

ds

4

Get

any

cuts

, gra

zes

and w

ounds

trea

ted b

y th

e pro

per

per

son

5

Rep

ort

illn

ess

and

infe

ctio

ns

pro

mptly

to

the

pro

per

per

son

N029875 —

Can

did

ate

Logbook

— S

VQ

2 in F

ront

of H

ouse

at

SCQ

F Le

vel 5 —

Issu

e 2 —

April 2013 ©

Pea

rson E

duca

tion L

imited

2013

40

Ad

dit

ion

al evid

en

ce (

if a

pp

lica

ble

):

O =

dir

ect

ob

serv

ati

on

of

the learn

er’

s p

erf

orm

an

ce b

y t

heir

ass

ess

or

PD

= p

rofe

ssio

nal d

iscu

ssio

n

Q&

A =

ou

tco

mes

fro

m o

ral o

r w

ritt

en

qu

est

ion

ing

A

= a

ssig

nm

en

t, p

roje

ct/

case

stu

die

s

P =

pro

du

cts

of

the learn

er’

s w

ork

W

T =

au

then

tic

state

men

ts/

wit

ness

test

imo

ny

RA

= p

ers

on

al st

ate

men

ts a

nd

/o

r re

flect

ive a

cco

un

ts

EP

W =

exp

ert

wit

ness

test

imo

ny

Co

lum

n

key:

S =

ou

tco

me f

rom

sim

ula

tio

n,

wh

ere

perm

itte

d b

y t

he

ass

ess

men

t st

rate

gy

RP

L =

evid

en

ce o

f re

cog

nit

ion

of

pri

or

learn

ing

N029875 –

Can

did

ate

Logbook

– S

VQ

2 in F

ront

of H

ouse

at

SCQ

F Le

vel 5 –

Issu

e 2 –

April 2013 ©

Pea

rson E

duca

tion L

imited

2013

41

I co

nfirm

that

the

evid

ence

det

aile

d in t

his

unit is

my

ow

n w

ork

and m

eets

the

requirem

ents

of th

e N

atio

nal

Occ

upat

ional

Sta

ndar

ds.

Can

did

ate

signat

ure

:

Dat

e:

I co

nfirm

that

the

candid

ate

has

ach

ieve

d a

ll th

e re

quirem

ents

of th

is u

nit.

Ass

esso

r si

gnat

ure

:

Dat

e:

Counte

rsig

nin

g a

sses

sor

signat

ure

(if a

pplic

able

):

D

ate:

I co

nfirm

that

the

candid

ate’

s sa

mple

d w

ork

mee

ts t

he

stan

dar

ds

spec

ifie

d f

or

this

unit a

nd m

ay b

e pre

sente

d for

exte

rnal

ver

ific

atio

n.

Inte

rnal

ver

ifie

r si

gnat

ure

:

Dat

e:

Counte

rsig

nin

g inte

rnal

ver

ifie

r (i

f ap

plic

able

):

Dat

e:

N029875 — Candidate Logbook — SVQ2 in Front of House at SCQF Level 5 —

Issue 2 — April 2013 © Pearson Education Limited 2013

42

Element 1GEN1/09.2

Help to maintain a hygienic, safe and secure workplace

What you must cover

C1 Hazards (at least one from)

a) relating to equipment

b) relating to areas where you work

c) relating to personal clothing

C2 Ways of dealing with hazards (None from)

a) putting them right yourself

b) reporting them to appropriate colleagues

c) warning other people

C3 Emergency procedures (at least one from)

a) fire

b) threat

c) security

N029875 –

Can

did

ate

Logbook

– S

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ouse

at

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F Le

vel 5 –

Issu

e 2 –

April 2013 ©

Pea

rson E

duca

tion L

imited

2013

43

What

you

must

do

To a

chie

ve t

his

ele

men

t yo

u m

ust

giv

e su

ffic

ient

evid

ence

to d

emonst

rate

your

com

pet

ence

for

each

sta

ndar

d.

Pra

ctic

al

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

To m

eet

the

nat

ional

st

andar

d y

ou m

ust

:

6

Kee

p a

look

out

for

haz

ards

in y

our

work

pla

ce

7

Iden

tify

any

haz

ards

or

pote

ntial

haz

ards

and d

eal w

ith

thes

e co

rrec

tly

8

Rep

ort

any

acci

den

ts o

r nea

r ac

ciden

ts q

uic

kly

and

accu

rate

ly t

o t

he

pro

per

per

son

9

Follo

w h

ealth,

hyg

iene

and s

afet

y pro

cedure

s in

all

your

work

N029875 –

Can

did

ate

Logbook

– S

VQ

2 in F

ront

of H

ouse

at

SCQ

F Le

vel 5 –

Issu

e 2 –

April 2013 ©

Pea

rson E

duca

tion L

imited

2013

44

Pra

ctic

al

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

To m

eet

the

nat

ional

st

andar

d y

ou m

ust

:

10 P

ract

ise

emer

gen

cy p

roce

dure

s co

rrec

tly

11 F

ollo

w y

our

org

anis

atio

n’s

sec

urity

pro

cedure

s

N029875 –

Can

did

ate

Logbook

– S

VQ

2 in F

ront

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ouse

at

SCQ

F Le

vel 5 –

Issu

e 2 –

April 2013 ©

Pea

rson E

duca

tion L

imited

2013

45

Elem

ent:

1G

EN1/0

9.2

H

elp t

o m

ainta

in a

hyg

ienic

, sa

fe a

nd s

ecure

wor

kpla

ce

Wh

at

yo

u m

ust

co

ver:

(Ass

ess

or

to r

eco

rd r

an

ge w

ith

refe

ren

ce t

o e

lem

en

t

req

uir

em

en

ts)

Pra

ctic

al

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

C1

. Haza

rds

a Rel

atin

g t

o

equip

men

t

b

Rel

atin

g t

o a

reas

w

her

e yo

u w

ork

c Rel

atin

g t

o

per

sonal

clo

thin

g

C2

.Ways

of

dealin

g

wit

h h

aza

rds

a Putt

ing t

hem

rig

ht

yours

elf

b

Rep

ort

ing t

hem

to

appro

priat

e co

lleag

ues

c W

arnin

g o

ther

peo

ple

C3

.Em

erg

en

cy

pro

ced

ure

s

a Fi

re

b

Thre

at

c Sec

urity

N029875 –

Can

did

ate

Logbook

– S

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2 in F

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of H

ouse

at

SCQ

F Le

vel 5 –

Issu

e 2 –

April 2013 ©

Pea

rson E

duca

tion L

imited

2013

46

Ad

dit

ion

al evid

en

ce (

if a

pp

lica

ble

):

O =

dir

ect

ob

serv

ati

on

of

the learn

er’

s p

erf

orm

an

ce b

y t

heir

ass

ess

or

PD

= p

rofe

ssio

nal d

iscu

ssio

n

Q&

A =

ou

tco

mes

fro

m o

ral o

r w

ritt

en

qu

est

ion

ing

A

= a

ssig

nm

en

t, p

roje

ct/

case

stu

die

s

P =

pro

du

cts

of

the learn

er’

s w

ork

W

T =

au

then

tic

state

men

ts/

wit

ness

test

imo

ny

RA

= p

ers

on

al st

ate

men

ts a

nd

/o

r re

flect

ive a

cco

un

ts

EP

W =

exp

ert

wit

ness

test

imo

ny

Co

lum

n

key:

S =

ou

tco

me f

rom

sim

ula

tio

n,

wh

ere

perm

itte

d b

y t

he

ass

ess

men

t st

rate

gy

RP

L =

evid

en

ce o

f re

cog

nit

ion

of

pri

or

learn

ing

N029875 –

Can

did

ate

Logbook

– S

VQ

2 in F

ront

of H

ouse

at

SCQ

F Le

vel 5 –

Issu

e 2 –

April 2013 ©

Pea

rson E

duca

tion L

imited

2013

47

I co

nfirm

that

the

evid

ence

det

aile

d in t

his

Unit is

my

ow

n w

ork

and m

eets

the

requirem

ents

of

the

Nat

ional

Occ

upat

ional

Sta

ndar

ds.

Can

did

ate

signat

ure

:

Dat

e:

I co

nfirm

that

the

candid

ate

has

ach

ieve

d a

ll th

e re

quirem

ents

of th

is U

nit.

Ass

esso

r si

gnat

ure

:

Dat

e:

Counte

rsig

nin

g a

sses

sor

signat

ure

(if a

pplic

able

):

D

ate:

I co

nfirm

that

the

candid

ate’

s sa

mple

d w

ork

mee

ts t

he

stan

dar

ds

spec

ifie

d f

or

this

Unit a

nd m

ay b

e pre

sente

d for

exte

rnal

ver

ific

atio

n.

Inte

rnal

ver

ifie

r si

gnat

ure

:

Dat

e:

Counte

rsig

nin

g inte

rnal

ver

ifie

r (i

f ap

plic

able

):

Dat

e:

N029875 – Candidate Logbook – SVQ2 in Front of House at SCQF Level 5 –

Issue 2 – April 2013 © Pearson Education Limited 2013

48

N029875 – Candidate Logbook – SVQ2 in Front of House at SCQF Level 5 –

Issue 2 – April 2013 © Pearson Education Limited 2013

49

Unit 2: Work effectively as part of a hospitality team

Unit code: 1GEN4/09

Unit credit: 3

SCQF Unit level: 4

Introduction

This unit is about making a useful contribution to the work of a team, that is the people you work with. ‘Team’ includes your line manager or supervisor as well as other people in your team working at the same level as yourself. The unit includes accurately following instructions; working on time; helping others when they need help; communicating with the people you work with; getting feedback on what you do well and where you could improve and continuing to learn and develop yourself.

N029875 –

Can

did

ate

Logbook

– S

VQ

2 in F

ront

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ouse

at

SCQ

F Le

vel 5 –

Issu

e 2 –

April 2013 ©

Pea

rson E

duca

tion L

imited

2013

50

What

you

must

know

To a

chie

ve t

his

ele

men

t yo

u m

ust

giv

e su

ffic

ient

evid

ence

to d

emonst

rate

your

know

ledge

and u

nder

stan

din

g f

or

each

sta

ndar

d.

Kn

ow

led

ge

Typ

e o

f evid

en

ce

Date

Plan

and o

rgan

ise

your

work

K1

Why

it is

esse

ntial

to u

nder

stan

d t

he

requirem

ents

of th

e w

ork

K2

The

ben

efits

to y

ou a

nd y

our

team

of

pla

nnin

g a

nd o

rgan

isin

g y

our

work

K3

How

to m

ake

the

most

eff

icie

nt

use

of

your

tim

e an

d a

void

thin

gs

that

may

unnec

essa

rily

dis

rupt

it

K4

The

ben

efits

of ke

epin

g e

very

thin

g y

ou n

eed f

or y

our

work

org

anis

ed a

nd a

vaila

ble

K5

Why

it is

import

ant

to k

eep y

our

work

are

a cl

ean a

nd t

idy

K6

Why

it is

import

ant

to k

eep w

aste

to a

min

imum

K7

When

to a

sk f

or

hel

p a

nd w

ho

you c

an a

sk

Work

effec

tive

ly w

ith t

eam

mem

ber

s

K8

Why

effe

ctiv

e te

amw

ork

is

import

ant

K9

The

peo

ple

in y

our

team

and h

ow

they

fit into

the

org

anis

atio

n

K10

The

resp

onsi

bili

ties

of

the

team

and w

hy

it is

import

ant

to t

he

org

anis

atio

n a

s a

whole

K11

How

to m

ainta

in g

ood w

ork

ing r

elat

ionsh

ips

with t

eam

mem

ber

s

K12

How

to d

eter

min

e if h

elpin

g a

tea

m m

ember

will

pre

vent

you f

rom

com

ple

ting y

our

ow

n w

ork

on t

ime

K13

The

limits

of

your

job r

ole

and w

hat

you c

an a

nd c

annot

do

when

hel

pin

g t

eam

mem

ber

s

K14

What

could

be

esse

ntial

info

rmat

ion t

hat

nee

ds

to b

e pas

sed o

n t

o a

tea

m m

ember

and w

hy

you

nee

d t

o p

ass

it o

n a

s so

on a

s poss

ible

K15

The

types

of

beh

avio

ur

that

hel

p t

he

team

to w

ork

wel

l an

d t

he

types

that

do n

ot

K16

Why

you s

hould

rep

ort

any

pro

ble

ms

with w

orki

ng r

elat

ionsh

ips

to y

our

line

man

ager

K17

How

to c

om

munic

ate

clea

rly

and w

hy

it is

import

ant

N029875 –

Can

did

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ouse

at

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F Le

vel 5 –

Issu

e 2 –

April 2013 ©

Pea

rson E

duca

tion L

imited

2013

51

Kn

ow

led

ge

Typ

e o

f evid

en

ce

Date

Dev

elop y

our

ow

n s

kills

K18

Why

it is

import

ant

to im

pro

ve y

our

know

ledge

and s

kills

K19

How

to g

et fee

dbac

k fr

om

tea

m m

ember

s an

d h

ow

this

can

hel

p y

ou

K20

How

a lea

rnin

g p

lan s

hould

hel

p t

o im

pro

ve y

our

work

K21

Why

it is

import

ant

to r

evie

w y

our

action/l

earn

ing p

lan r

egula

rly

N029875 –

Can

did

ate

Logbook

– S

VQ

2 in F

ront

of H

ouse

at

SCQ

F Le

vel 5 –

Issu

e 2 –

April 2013 ©

Pea

rson E

duca

tion L

imited

2013

52

Ad

dit

ion

al evid

en

ce (

if a

pp

lica

ble

):

O =

dir

ect

ob

serv

ati

on

of

the learn

er’

s p

erf

orm

an

ce b

y t

heir

ass

ess

or

PD

= p

rofe

ssio

nal d

iscu

ssio

n

Q&

A =

ou

tco

mes

fro

m o

ral o

r w

ritt

en

qu

est

ion

ing

A

= a

ssig

nm

en

t, p

roje

ct/

case

stu

die

s

P =

pro

du

cts

of

the learn

er’

s w

ork

W

T =

au

then

tic

state

men

ts/

wit

ness

test

imo

ny

RA

= p

ers

on

al st

ate

men

ts a

nd

/o

r re

flect

ive a

cco

un

ts

EP

W =

exp

ert

wit

ness

test

imo

ny

Co

lum

n

key:

S =

ou

tco

me f

rom

sim

ula

tio

n,

wh

ere

perm

itte

d b

y t

he

ass

ess

men

t st

rate

gy

RP

L =

evid

en

ce o

f re

cog

nit

ion

of

pri

or

learn

ing

N029875 –

Can

did

ate

Logbook

– S

VQ

2 in F

ront

of H

ouse

at

SCQ

F Le

vel 5 –

Issu

e 2 –

April 2013 ©

Pea

rson E

duca

tion L

imited

2013

53

I co

nfirm

that

the

evid

ence

det

aile

d in t

his

Unit is

my

ow

n w

ork

and m

eets

the

requirem

ents

of

the

Nat

ional

Occ

upat

ional

Sta

ndar

ds.

Can

did

ate

signat

ure

:

Dat

e:

I co

nfirm

that

the

candid

ate

has

ach

ieve

d a

ll th

e re

quirem

ents

of th

is U

nit.

Ass

esso

r si

gnat

ure

:

Dat

e:

Counte

rsig

nin

g a

sses

sor

signat

ure

(if a

pplic

able

):

D

ate:

I co

nfirm

that

the

candid

ate’

s sa

mple

d w

ork

mee

ts t

he

stan

dar

ds

spec

ifie

d f

or

this

Unit a

nd m

ay b

e pre

sente

d for

exte

rnal

ver

ific

atio

n.

Inte

rnal

ver

ifie

r si

gnat

ure

:

Dat

e:

Counte

rsig

nin

g inte

rnal

ver

ifie

r (i

f ap

plic

able

):

Dat

e:

N029875 –

Can

did

ate

Logbook

– S

VQ

2 in F

ront

of H

ouse

at

SCQ

F Le

vel 5 –

Issu

e 2 –

April 2013 ©

Pea

rson E

duca

tion L

imited

2013

54

Pla

n a

nd o

rgan

ise

your

wor

k 1

GEN

4/0

9.1

What

you

must

do

To a

chie

ve t

his

ele

men

t yo

u m

ust

giv

e su

ffic

ient

evid

ence

to d

emonst

rate

your

com

pet

ence

for

each

sta

ndar

d.

Pra

ctic

al

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

To m

eet

the

nat

ional

st

andar

d y

ou m

ust

:

1

Mak

e su

re y

ou

under

stan

d t

he

requirem

ents

of

the

work

2

Ask

ques

tions

about

thin

gs

you d

o

not

under

stan

d

3

Acc

ura

tely

follo

w

inst

ruct

ions

N029875 –

Can

did

ate

Logbook

– S

VQ

2 in F

ront

of H

ouse

at

SCQ

F Le

vel 5 –

Issu

e 2 –

April 2013 ©

Pea

rson E

duca

tion L

imited

2013

55

Pra

ctic

al

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

To m

eet

the

nat

ional

st

andar

d y

ou m

ust

:

4

Pla

n y

our

work

by

prioritisi

ng t

asks

in

ord

er o

f im

port

ance

5

Kee

p e

very

thin

g

you n

eed f

or y

our

work

org

anis

ed a

nd

avai

lable

6

Kee

p y

our

work

ar

ea a

s cl

ean a

nd t

idy

as p

oss

ible

7

Kee

p w

aste

to a

m

inim

um

8

Ask

for

hel

p f

rom

th

e re

leva

nt

per

son if

you n

eed it

9

Provi

de

work

on

tim

e an

d a

s ag

reed

N029875 –

Can

did

ate

Logbook

– S

VQ

2 in F

ront

of H

ouse

at

SCQ

F Le

vel 5 –

Issu

e 2 –

April 2013 ©

Pea

rson E

duca

tion L

imited

2013

56

Ad

dit

ion

al evid

en

ce (

if a

pp

lica

ble

):

O =

dir

ect

ob

serv

ati

on

of

the learn

er’

s p

erf

orm

an

ce b

y t

heir

ass

ess

or

PD

= p

rofe

ssio

nal d

iscu

ssio

n

Q&

A =

ou

tco

mes

fro

m o

ral o

r w

ritt

en

qu

est

ion

ing

A

= a

ssig

nm

en

t, p

roje

ct/

case

stu

die

s

P =

pro

du

cts

of

the learn

er’

s w

ork

W

T =

au

then

tic

state

men

ts/

wit

ness

test

imo

ny

RA

= p

ers

on

al st

ate

men

ts a

nd

/o

r re

flect

ive a

cco

un

ts

EP

W =

exp

ert

wit

ness

test

imo

ny

Co

lum

n

key:

S =

ou

tco

me f

rom

sim

ula

tio

n,

wh

ere

perm

itte

d b

y t

he

ass

ess

men

t st

rate

gy

RP

L =

evid

en

ce o

f re

cog

nit

ion

of

pri

or

learn

ing

N029875 –

Can

did

ate

Logbook

– S

VQ

2 in F

ront

of H

ouse

at

SCQ

F Le

vel 5 –

Issu

e 2 –

April 2013 ©

Pea

rson E

duca

tion L

imited

2013

57

I co

nfirm

that

the

evid

ence

det

aile

d in t

his

Unit is

my

ow

n w

ork

and m

eets

the

requirem

ents

of

the

Nat

ional

Occ

upat

ional

Sta

ndar

ds.

Can

did

ate

signat

ure

:

Dat

e:

I co

nfirm

that

the

candid

ate

has

ach

ieve

d a

ll th

e re

quirem

ents

of th

is U

nit.

Ass

esso

r si

gnat

ure

:

Dat

e:

Counte

rsig

nin

g a

sses

sor

signat

ure

(if a

pplic

able

):

D

ate:

I co

nfirm

that

the

candid

ate’

s sa

mple

d w

ork

mee

ts t

he

stan

dar

ds

spec

ifie

d f

or

this

Unit a

nd m

ay b

e pre

sente

d for

exte

rnal

ver

ific

atio

n.

Inte

rnal

ver

ifie

r si

gnat

ure

:

Dat

e:

Counte

rsig

nin

g inte

rnal

ver

ifie

r (i

f ap

plic

able

):

Dat

e:

N029875 –

Can

did

ate

Logbook

– S

VQ

2 in F

ront

of H

ouse

at

SCQ

F Le

vel 5 –

Issu

e 2 –

April 2013 ©

Pea

rson E

duca

tion L

imited

2013

58

Wor

k ef

fect

ivel

y w

ith t

eam

mem

ber

s 1

GEN

4/0

9.2

What

you

must

do

To a

chie

ve t

his

ele

men

t yo

u m

ust

giv

e su

ffic

ient

evid

ence

to d

emonst

rate

your

com

pet

ence

for

each

sta

ndar

d.

Pra

ctic

al

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

To m

eet

the

nat

ional

st

andar

d y

ou m

ust

:

10 G

ive

team

m

ember

s hel

p w

hen

th

ey a

sk for

it

11 M

ake

sure

the

hel

p

you g

ive

them

is

within

the

limits

of

your

job r

ole

12 M

ake

sure

the

hel

p

you g

ive

doe

s not

pre

vent

you f

rom

co

mple

ting y

our

own

work

on t

ime

N029875 –

Can

did

ate

Logbook

– S

VQ

2 in F

ront

of H

ouse

at

SCQ

F Le

vel 5 –

Issu

e 2 –

April 2013 ©

Pea

rson E

duca

tion L

imited

2013

59

Pra

ctic

al

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

To m

eet

the

nat

ional

st

andar

d y

ou m

ust

:

13 P

ass

on im

port

ant

info

rmat

ion t

o t

eam

m

ember

s as

soon a

s poss

ible

14 M

ainta

in g

ood

work

ing r

elat

ionsh

ips

with t

eam

mem

ber

s

15 R

eport

any

pro

ble

ms

with w

ork

ing

rela

tionsh

ips

to t

he

rele

vant

per

son

16 C

om

munic

ate

clea

rly

and e

ffec

tive

ly

with t

eam

mem

ber

s

N029875 –

Can

did

ate

Logbook

– S

VQ

2 in F

ront

of H

ouse

at

SCQ

F Le

vel 5 –

Issu

e 2 –

April 2013 ©

Pea

rson E

duca

tion L

imited

2013

60

Ad

dit

ion

al evid

en

ce (

if a

pp

lica

ble

):

O =

dir

ect

ob

serv

ati

on

of

the learn

er’

s p

erf

orm

an

ce b

y t

heir

ass

ess

or

PD

= p

rofe

ssio

nal d

iscu

ssio

n

Q&

A =

ou

tco

mes

fro

m o

ral o

r w

ritt

en

qu

est

ion

ing

A

= a

ssig

nm

en

t, p

roje

ct/

case

stu

die

s

P =

pro

du

cts

of

the learn

er’

s w

ork

W

T =

au

then

tic

state

men

ts/

wit

ness

test

imo

ny

RA

= p

ers

on

al st

ate

men

ts a

nd

/o

r re

flect

ive a

cco

un

ts

EP

W =

exp

ert

wit

ness

test

imo

ny

Co

lum

n

key:

S =

ou

tco

me f

rom

sim

ula

tio

n,

wh

ere

perm

itte

d b

y t

he

ass

ess

men

t st

rate

gy

RP

L =

evid

en

ce o

f re

cog

nit

ion

of

pri

or

learn

ing

N029875 –

Can

did

ate

Logbook

– S

VQ

2 in F

ront

of H

ouse

at

SCQ

F Le

vel 5 –

Issu

e 2 –

April 2013 ©

Pea

rson E

duca

tion L

imited

2013

61

I co

nfirm

that

the

evid

ence

det

aile

d in t

his

Unit is

my

ow

n w

ork

and m

eets

the

requirem

ents

of

the

Nat

ional

Occ

upat

ional

Sta

ndar

ds.

Can

did

ate

signat

ure

:

Dat

e:

I co

nfirm

that

the

candid

ate

has

ach

ieve

d a

ll th

e re

quirem

ents

of th

is U

nit.

Ass

esso

r si

gnat

ure

:

Dat

e:

Counte

rsig

nin

g a

sses

sor

signat

ure

(if a

pplic

able

):

D

ate:

I co

nfirm

that

the

candid

ate’

s sa

mple

d w

ork

mee

ts t

he

stan

dar

ds

spec

ifie

d f

or

this

Unit a

nd m

ay b

e pre

sente

d for

exte

rnal

ver

ific

atio

n.

Inte

rnal

ver

ifie

r si

gnat

ure

:

Dat

e:

Counte

rsig

nin

g inte

rnal

ver

ifie

r (i

f ap

plic

able

):

Dat

e:

N029875 –

Can

did

ate

Logbook

– S

VQ

2 in F

ront

of H

ouse

at

SCQ

F Le

vel 5 –

Issu

e 2 –

April 2013 ©

Pea

rson E

duca

tion L

imited

2013

62

Dev

elop

you

r ow

n s

kills

1G

EN4/0

9.3

What

you

must

do

To a

chie

ve t

his

ele

men

t yo

u m

ust

giv

e su

ffic

ient

evid

ence

to d

emonst

rate

your

com

pet

ence

for

each

sta

ndar

d.

Pra

ctic

al

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

To m

eet

the

nat

ional

st

andar

d y

ou m

ust

:

17 S

eek

feed

bac

k on

your

work

and d

eal

with t

his

fee

dbac

k posi

tive

ly

18 I

den

tify

, w

ith t

he

rele

vant

per

son,

aspec

ts o

f yo

ur

work

w

hic

h a

re u

p t

o

stan

dar

d a

nd a

reas

th

at y

ou c

ould

im

pro

ve

19 A

gre

e w

hat

you

hav

e to

do t

o im

pro

ve

your

work

N029875 –

Can

did

ate

Logbook

– S

VQ

2 in F

ront

of H

ouse

at

SCQ

F Le

vel 5 –

Issu

e 2 –

April 2013 ©

Pea

rson E

duca

tion L

imited

2013

63

Pra

ctic

al

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

To m

eet

the

nat

ional

st

andar

d y

ou m

ust

:

20 A

gre

e an

act

ion/

lear

nin

g p

lan w

ith t

he

rele

vant

per

son

21 S

eek

opport

unitie

s to

rev

iew

and d

evel

op

your

pla

n

N029875 –

Can

did

ate

Logbook

– S

VQ

2 in F

ront

of H

ouse

at

SCQ

F Le

vel 5 –

Issu

e 2 –

April 2013 ©

Pea

rson E

duca

tion L

imited

2013

64

Ad

dit

ion

al evid

en

ce (

if a

pp

lica

ble

):

O =

dir

ect

ob

serv

ati

on

of

the learn

er’

s p

erf

orm

an

ce b

y t

heir

ass

ess

or

PD

= p

rofe

ssio

nal d

iscu

ssio

n

Q&

A =

ou

tco

mes

fro

m o

ral o

r w

ritt

en

qu

est

ion

ing

A

= a

ssig

nm

en

t, p

roje

ct/

case

stu

die

s

P =

pro

du

cts

of

the learn

er’

s w

ork

W

T =

au

then

tic

state

men

ts/

wit

ness

test

imo

ny

RA

= p

ers

on

al st

ate

men

ts a

nd

/o

r re

flect

ive a

cco

un

ts

EP

W =

exp

ert

wit

ness

test

imo

ny

Co

lum

n

key:

S =

ou

tco

me f

rom

sim

ula

tio

n,

wh

ere

perm

itte

d b

y t

he

ass

ess

men

t st

rate

gy

RP

L =

evid

en

ce o

f re

cog

nit

ion

of

pri

or

learn

ing

N029875 –

Can

did

ate

Logbook

– S

VQ

2 in F

ront

of H

ouse

at

SCQ

F Le

vel 5 –

Issu

e 2 –

April 2013 ©

Pea

rson E

duca

tion L

imited

2013

65

I co

nfirm

that

the

evid

ence

det

aile

d in t

his

Unit is

my

ow

n w

ork

and m

eets

the

requirem

ents

of

the

Nat

ional

Occ

upat

ional

Sta

ndar

ds.

Can

did

ate

signat

ure

:

Dat

e:

I co

nfirm

that

the

candid

ate

has

ach

ieve

d a

ll th

e re

quirem

ents

of th

is U

nit.

Ass

esso

r si

gnat

ure

:

Dat

e:

Counte

rsig

nin

g a

sses

sor

signat

ure

(if a

pplic

able

):

D

ate:

I co

nfirm

that

the

candid

ate’

s sa

mple

d w

ork

mee

ts t

he

stan

dar

ds

spec

ifie

d f

or

this

Unit a

nd m

ay b

e pre

sente

d for

exte

rnal

ver

ific

atio

n.

Inte

rnal

ver

ifie

r si

gnat

ure

:

Dat

e:

Counte

rsig

nin

g inte

rnal

ver

ifie

r (i

f ap

plic

able

):

Dat

e:

N029875 – Candidate Logbook – SVQ2 in Front of House at SCQF Level 5 –

Issue 2 – April 2013 © Pearson Education Limited 2013

66

N029875 – Candidate Logbook – SVQ2 in Front of House at SCQF Level 5 –

Issue 2 – April 2013 © Pearson Education Limited 2013

67

Unit 3: Give customers a positive impression of yourself and your organisation (ICS)

Unit code: 2GEN1/10

Unit credit: 5

SCQF Unit level: 5

Introduction

This unit is about communicating with customers to give a positive impression of yourself and your organisation. It involves giving customers the right impression, responding to their needs and providing helpful information.

This unit is Unit A4 from the Institute of Customer Service suite of standards.

N029875 –

Can

did

ate

Logbook

– S

VQ

2 in F

ront

of H

ouse

at

SCQ

F Le

vel 5 –

Issu

e 2 –

April 2013 ©

Pea

rson E

duca

tion L

imited

2013

68

What

you

must

know

To a

chie

ve t

his

ele

men

t yo

u m

ust

giv

e su

ffic

ient

evid

ence

to d

emonst

rate

your

know

ledge

and u

nder

stan

din

g f

or

each

sta

ndar

d.

Kn

ow

led

ge

Typ

e o

f evid

en

ce

For

the

whol

e unit

K1

Your

org

anis

atio

n’s

sta

ndar

ds

for

appea

rance

and b

ehav

iour

K2

Your

org

anis

atio

n’s

guid

elin

es f

or

how

to r

ecog

nis

e w

hat

your

cust

omer

wan

ts a

nd r

espond a

ppro

priat

ely

K3

Your

org

anis

atio

n’s

rule

s an

d p

roce

dure

s re

gar

din

g t

he

met

hods

of c

omm

unic

atio

n y

ou u

se

K4

How

to r

ecog

nis

e w

hen

a c

ust

om

er is

angry

or

confu

sed

K5

Your

org

anis

atio

n’s

sta

ndar

ds

for

tim

elin

ess

in r

espondin

g t

o cu

stom

er q

ues

tions

and r

eques

ts f

or

info

rmat

ion

N029875 –

Can

did

ate

Logbook

– S

VQ

2 in F

ront

of H

ouse

at

SCQ

F Le

vel 5 –

Issu

e 2 –

April 2013 ©

Pea

rson E

duca

tion L

imited

2013

69

Ad

dit

ion

al evid

en

ce (

if a

pp

lica

ble

):

O =

dir

ect

ob

serv

ati

on

of

the learn

er’

s p

erf

orm

an

ce b

y t

heir

ass

ess

or

PD

= p

rofe

ssio

nal d

iscu

ssio

n

Q&

A =

ou

tco

mes

fro

m o

ral o

r w

ritt

en

qu

est

ion

ing

A

= a

ssig

nm

en

t, p

roje

ct/

case

stu

die

s

P =

pro

du

cts

of

the learn

er’

s w

ork

W

T =

au

then

tic

state

men

ts/

wit

ness

test

imo

ny

RA

= p

ers

on

al st

ate

men

ts a

nd

/o

r re

flect

ive a

cco

un

ts

EP

W =

exp

ert

wit

ness

test

imo

ny

Co

lum

n

key:

S =

ou

tco

me f

rom

sim

ula

tio

n,

wh

ere

perm

itte

d b

y t

he

ass

ess

men

t st

rate

gy

RP

L =

evid

en

ce o

f re

cog

nit

ion

of

pri

or

learn

ing

N029875 –

Can

did

ate

Logbook

– S

VQ

2 in F

ront

of H

ouse

at

SCQ

F Le

vel 5 –

Issu

e 2 –

April 2013 ©

Pea

rson E

duca

tion L

imited

2013

70

I co

nfirm

that

the

evid

ence

det

aile

d in t

his

Unit is

my

ow

n w

ork

and m

eets

the

requirem

ents

of

the

Nat

ional

Occ

upat

ional

sta

ndar

ds.

Can

did

ate

signat

ure

:

Dat

e:

I co

nfirm

that

the

candid

ate

has

ach

ieve

d a

ll th

e re

quirem

ents

of th

is U

nit.

Ass

esso

r si

gnat

ure

:

Dat

e:

Counte

rsig

nin

g a

sses

sor

signat

ure

(if a

pplic

able

):

D

ate:

I co

nfirm

that

the

candid

ate’

s sa

mple

d w

ork

mee

ts t

he

stan

dar

ds

spec

ifie

d f

or

this

Unit a

nd m

ay b

e pre

sente

d for

exte

rnal

ver

ific

atio

n.

Inte

rnal

ver

ifie

r si

gnat

ure

:

Dat

e:

Counte

rsig

nin

g inte

rnal

ver

ifie

r (i

f ap

plic

able

):

Dat

e:

N029875 – Candidate Logbook – SVQ2 in Front of House at SCQF Level 5 –

Issue 2 – April 2013 © Pearson Education Limited 2013

71

Establish effective rapport with customers 2GEN1/10.1

What you must cover

C1 Communication method (at least 3 from)

(a) face to face

(b) in writing

(c) by telephone

(d) by text message

(e) by e-mail (including social networking)

(f) Intranet

N029875 –

Can

did

ate

Logbook

– S

VQ

2 in F

ront

of H

ouse

at

SCQ

F Le

vel 5 –

Issu

e 2 –

April 2013 ©

Pea

rson E

duca

tion L

imited

2013

72

What

you

must

do

To a

chie

ve t

his

ele

men

t yo

u m

ust

giv

e su

ffic

ient

evid

ence

to d

emonst

rate

your

com

pet

ence

for

each

sta

ndar

d.

Pra

ctic

al

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

To m

eet

the

nat

ional

st

andar

d y

ou m

ust

:

1

Mee

t yo

ur

org

anis

atio

n’s

st

andar

ds

of

appea

rance

and

beh

avio

ur

2

Gre

et y

our

cust

om

er r

espec

tfully

an

d in a

frien

dly

m

anner

3

Com

munic

ate

with

your

cust

omer

in a

w

ay t

hat

mak

es t

hem

fe

el v

alued

and

resp

ecte

d

N029875 –

Can

did

ate

Logbook

– S

VQ

2 in F

ront

of H

ouse

at

SCQ

F Le

vel 5 –

Issu

e 2 –

April 2013 ©

Pea

rson E

duca

tion L

imited

2013

73

Pra

ctic

al

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

To m

eet

the

nat

ional

st

andar

d y

ou m

ust

:

4

Iden

tify

and

confirm

your

cust

om

er’s

ex

pec

tations

5

Tre

at y

our

cust

om

er c

ourt

eousl

y an

d h

elpfu

lly a

t al

l tim

es

6

Kee

p y

our

cust

om

er info

rmed

an

d r

eass

ure

d

7

Adap

t yo

ur

beh

avio

ur

to r

espond

effe

ctiv

ely

to d

iffe

rent

cust

om

er b

ehav

iour

N029875 –

Can

did

ate

Logbook

– S

VQ

2 in F

ront

of H

ouse

at

SCQ

F Le

vel 5 –

Issu

e 2 –

April 2013 ©

Pea

rson E

duca

tion L

imited

2013

74

Elem

ent:

2G

EN1/1

0.1

Es

tablish

eff

ecti

ve r

appor

t w

ith c

ust

omer

s

Wh

at

yo

u m

ust

co

ver:

(Ass

ess

or

to r

eco

rd r

an

ge w

ith

refe

ren

ce t

o e

lem

en

t

req

uir

em

en

ts)

Pra

ctic

al

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

Typ

e o

f evid

en

ce

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rtfo

lio

re

fere

nce

D

ate

Typ

e o

f evid

en

ce

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rtfo

lio

re

fere

nce

D

ate

C1

.Haza

rds

a fa

ce t

o fac

e

b

in w

riting

c by

tele

phone

d

by

text

mes

sage

e by

emai

l (i

ncl

udin

g

soci

al n

etw

ork

ing)

f In

tran

et

N029875 –

Can

did

ate

Logbook

– S

VQ

2 in F

ront

of H

ouse

at

SCQ

F Le

vel 5 –

Issu

e 2 –

April 2013 ©

Pea

rson E

duca

tion L

imited

2013

75

Ad

dit

ion

al evid

en

ce (

if a

pp

lica

ble

):

O =

dir

ect

ob

serv

ati

on

of

the learn

er’

s p

erf

orm

an

ce b

y t

heir

ass

ess

or

PD

= p

rofe

ssio

nal d

iscu

ssio

n

Q&

A =

ou

tco

mes

fro

m o

ral o

r w

ritt

en

qu

est

ion

ing

A

= a

ssig

nm

en

t, p

roje

ct/

case

stu

die

s

P =

pro

du

cts

of

the learn

er’

s w

ork

W

T =

au

then

tic

state

men

ts/

wit

ness

test

imo

ny

RA

= p

ers

on

al st

ate

men

ts a

nd

/o

r re

flect

ive a

cco

un

ts

EP

W =

exp

ert

wit

ness

test

imo

ny

Co

lum

n

key:

S =

ou

tco

me f

rom

sim

ula

tio

n,

wh

ere

perm

itte

d b

y t

he

ass

ess

men

t st

rate

gy

RP

L =

evid

en

ce o

f re

cog

nit

ion

of

pri

or

learn

ing

N029875 –

Can

did

ate

Logbook

– S

VQ

2 in F

ront

of H

ouse

at

SCQ

F Le

vel 5 –

Issu

e 2 –

April 2013 ©

Pea

rson E

duca

tion L

imited

2013

76

I co

nfirm

that

the

evid

ence

det

aile

d in t

his

Unit is

my

ow

n w

ork

and m

eets

the

requirem

ents

of

the

Nat

ional

Occ

upat

ional

sta

ndar

ds.

Can

did

ate

signat

ure

:____________________________________________________________

D

ate:

___________________

I co

nfirm

that

the

candid

ate

has

ach

ieve

d a

ll th

e re

quirem

ents

of th

is U

nit.

Ass

esso

r si

gnat

ure

:_____________________________________________________________

D

ate:

___________________

Counte

rsig

nin

g a

sses

sor

signat

ure

(if a

pplic

able

):_____________________________________

D

ate:

___________________

I co

nfirm

that

the

candid

ate’

s sa

mple

d w

ork

mee

ts t

he

stan

dar

ds

spec

ifie

d f

or

this

Unit a

nd m

ay b

e pre

sente

d for

exte

rnal

ver

ific

atio

n.

Inte

rnal

ver

ifie

r si

gnat

ure

:________________________________________________________

D

ate:

___________________

Counte

rsig

nin

g inte

rnal

ver

ifie

r (i

f ap

plic

able

):________________________________________

D

ate:

___________________

N029875 – Candidate Logbook – SVQ2 in Front of House at SCQF Level 5 –

Issue 2 – April 2013 © Pearson Education Limited 2013

77

Respond appropriately to customers 2GEN1/10.2

What you must cover

C2 Positive impression (all from)

(a) during routine delivery of customer service

(b) during a busy time in your job

(c) during a quiet time in your job

(d) when people, systems or resources have let you down

N029875 –

Can

did

ate

Logbook

– S

VQ

2 in F

ront

of H

ouse

at

SCQ

F Le

vel 5 –

Issu

e 2 –

April 2013 ©

Pea

rson E

duca

tion L

imited

2013

78

What

you

must

do

To a

chie

ve t

his

ele

men

t yo

u m

ust

giv

e su

ffic

ient

evid

ence

to d

emonst

rate

your

com

pet

ence

for

each

sta

ndar

d.

Pra

ctic

al

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

To m

eet

the

nat

ional

st

andar

d y

ou m

ust

:

8

Res

pond p

rom

ptly

to a

cust

om

er s

eeki

ng

hel

p

9

Choose

the

most

ap

pro

priat

e w

ay t

o

com

munic

ate

with

your

cust

omer

10 C

hec

k w

ith y

our

cust

om

er t

hat

you

hav

e fu

lly u

nder

stood

thei

r ex

pec

tations

N029875 –

Can

did

ate

Logbook

– S

VQ

2 in F

ront

of H

ouse

at

SCQ

F Le

vel 5 –

Issu

e 2 –

April 2013 ©

Pea

rson E

duca

tion L

imited

2013

79

Pra

ctic

al

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

To m

eet

the

nat

ional

st

andar

d y

ou m

ust

:

11 R

espond p

rom

ptly

and p

osi

tive

ly t

o y

our

cust

om

ers’

ques

tions

and c

om

men

ts

12 A

llow

your

cust

om

er t

ime

to

consi

der

your

resp

onse

and g

ive

furt

her

exp

lanat

ion

when

appro

priat

e

N029875 –

Can

did

ate

Logbook

– S

VQ

2 in F

ront

of H

ouse

at

SCQ

F Le

vel 5 –

Issu

e 2 –

April 2013 ©

Pea

rson E

duca

tion L

imited

2013

80

Elem

ent:

2G

EN1/1

0.2

R

espo

nd a

ppro

pri

atel

y to

cust

omer

s

Wh

at

yo

u m

ust

co

ver:

(Ass

ess

or

to r

eco

rd r

an

ge w

ith

refe

ren

ce t

o e

lem

en

t

req

uir

em

en

ts)

Pra

ctic

al

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

C2

Po

siti

ve

imp

ress

ion

a D

uring r

outine

of

cust

om

er s

ervi

ce

b

During a

busy

tim

e in

your

job

c D

uring a

quie

t tim

e in

your

job

d

When

peo

ple

, sy

stem

s or

reso

urc

es h

ave

let

you d

own

N029875 –

Can

did

ate

Logbook

– S

VQ

2 in F

ront

of H

ouse

at

SCQ

F Le

vel 5 –

Issu

e 2 –

April 2013 ©

Pea

rson E

duca

tion L

imited

2013

81

Ad

dit

ion

al evid

en

ce (

if a

pp

lica

ble

):

O =

dir

ect

ob

serv

ati

on

of

the learn

er’

s p

erf

orm

an

ce b

y t

heir

ass

ess

or

PD

= p

rofe

ssio

nal d

iscu

ssio

n

Q&

A =

ou

tco

mes

fro

m o

ral o

r w

ritt

en

qu

est

ion

ing

A

= a

ssig

nm

en

t, p

roje

ct/

case

stu

die

s

P =

pro

du

cts

of

the learn

er’

s w

ork

W

T =

au

then

tic

state

men

ts/

wit

ness

test

imo

ny

RA

= p

ers

on

al st

ate

men

ts a

nd

/o

r re

flect

ive a

cco

un

ts

EP

W =

exp

ert

wit

ness

test

imo

ny

Co

lum

n

key:

S =

ou

tco

me f

rom

sim

ula

tio

n,

wh

ere

perm

itte

d b

y t

he

ass

ess

men

t st

rate

gy

RP

L =

evid

en

ce o

f re

cog

nit

ion

of

pri

or

learn

ing

N029875 –

Can

did

ate

Logbook

– S

VQ

2 in F

ront

of H

ouse

at

SCQ

F Le

vel 5 –

Issu

e 2 –

April 2013 ©

Pea

rson E

duca

tion L

imited

2013

82

I co

nfirm

that

the

evid

ence

det

aile

d in t

his

Unit is

my

ow

n w

ork

and m

eets

the

requirem

ents

of

the

Nat

ional

Occ

upat

ional

Sta

ndar

ds.

Can

did

ate

signat

ure

:____________________________________________________________

D

ate:

___________________

I co

nfirm

that

the

candid

ate

has

ach

ieve

d a

ll th

e re

quirem

ents

of th

is U

nit.

Ass

esso

r si

gnat

ure

:_____________________________________________________________

D

ate:

___________________

Counte

rsig

nin

g a

sses

sor

signat

ure

(if a

pplic

able

):_____________________________________

D

ate:

___________________

I co

nfirm

that

the

candid

ate’

s sa

mple

d w

ork

mee

ts t

he

stan

dar

ds

spec

ifie

d f

or

this

Unit a

nd m

ay b

e pre

sente

d for

exte

rnal

ver

ific

atio

n.

Inte

rnal

ver

ifie

r si

gnat

ure

:________________________________________________________

D

ate:

___________________

Counte

rsig

nin

g inte

rnal

ver

ifie

r (i

f ap

plic

able

):________________________________________

D

ate:

___________________

N029875 – Candidate Logbook – SVQ2 in Front of House at SCQF Level 5 –

Issue 2 – April 2013 © Pearson Education Limited 2013

83

Communicate information to customers 2GEN1/10.3

What you must cover

C3 Communicate with customers (all from)

(a) using appropriate spoken or written language

(b) applying the conventions and rules appropriate to the method of communication you have chosen

N029875 –

Can

did

ate

Logbook

– S

VQ

2 in F

ront

of H

ouse

at

SCQ

F Le

vel 5 –

Issu

e 2 –

April 2013 ©

Pea

rson E

duca

tion L

imited

2013

84

What

you

must

do

To a

chie

ve t

his

ele

men

t yo

u m

ust

giv

e su

ffic

ient

evid

ence

to d

emonst

rate

your

com

pet

ence

for

each

sta

ndar

d.

Pra

ctic

al

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

To m

eet

the

nat

ional

st

andar

d y

ou m

ust

:

13 Q

uic

kly

find

info

rmat

ion t

hat

will

hel

p y

our

cust

om

er

14 G

ive

your

cust

om

er info

rmat

ion

they

nee

d a

bout

the

serv

ices

or

pro

duct

s offer

ed b

y yo

ur

org

anis

atio

n

15 R

ecognis

e in

form

atio

n t

hat

your

cust

om

er m

ight

find

com

plic

ated

and c

hec

k w

het

her

they

fully

under

stan

d

N029875 –

Can

did

ate

Logbook

– S

VQ

2 in F

ront

of H

ouse

at

SCQ

F Le

vel 5 –

Issu

e 2 –

April 2013 ©

Pea

rson E

duca

tion L

imited

2013

85

Pra

ctic

al

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

To m

eet

the

nat

ional

st

andar

d y

ou m

ust

:

16 E

xpla

in c

lear

ly t

o

your

cust

omer

s an

y re

asons

why

thei

r nee

ds

or

expec

tations

cannot

be

met

Elem

ent:

2G

EN1/1

0.3

C

omm

unic

ate

info

rmat

ion t

o cu

stom

ers

Wh

at

yo

u m

ust

co

ver:

(Ass

ess

or

to r

eco

rd r

an

ge w

ith

refe

ren

ce t

o e

lem

en

t

re

qu

irem

en

ts)

Pra

ctic

al

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

C3

Haza

rds

d

usi

ng

appro

priat

e sp

oke

n o

r w

ritt

en lan

guag

e

e ap

ply

ing t

he

conve

ntions

and

rule

s ap

pro

priat

e to

the

met

hod o

f co

mm

unic

atio

n

you h

ave

chose

n

N029875 –

Can

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vel 5 –

Issu

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April 2013 ©

Pea

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duca

tion L

imited

2013

86

Ad

dit

ion

al evid

en

ce (

if a

pp

lica

ble

):

O =

dir

ect

ob

serv

ati

on

of

the learn

er’

s p

erf

orm

an

ce b

y t

heir

ass

ess

or

PD

= p

rofe

ssio

nal d

iscu

ssio

n

Q&

A =

ou

tco

mes

fro

m o

ral o

r w

ritt

en

qu

est

ion

ing

A

= a

ssig

nm

en

t, p

roje

ct/

case

stu

die

s

P =

pro

du

cts

of

the learn

er’

s w

ork

W

T =

au

then

tic

state

men

ts/

wit

ness

test

imo

ny

RA

= p

ers

on

al st

ate

men

ts a

nd

/o

r re

flect

ive a

cco

un

ts

EP

W =

exp

ert

wit

ness

test

imo

ny

Co

lum

n

key:

S =

ou

tco

me f

rom

sim

ula

tio

n,

wh

ere

perm

itte

d b

y t

he

ass

ess

men

t st

rate

gy

RP

L =

evid

en

ce o

f re

cog

nit

ion

of

pri

or

learn

ing

N029875 –

Can

did

ate

Logbook

– S

VQ

2 in F

ront

of H

ouse

at

SCQ

F Le

vel 5 –

Issu

e 2 –

April 2013 ©

Pea

rson E

duca

tion L

imited

2013

87

I co

nfirm

that

the

evid

ence

det

aile

d in t

his

Unit is

my

ow

n w

ork

and m

eets

the

requirem

ents

of

the

Nat

ional

Occ

upat

ional

sta

ndar

ds.

Can

did

ate

signat

ure

:____________________________________________________________

D

ate:

___________________

I co

nfirm

that

the

candid

ate

has

ach

ieve

d a

ll th

e re

quirem

ents

of th

is U

nit.

Ass

esso

r si

gnat

ure

:_____________________________________________________________

D

ate:

___________________

Counte

rsig

nin

g a

sses

sor

signat

ure

(if a

pplic

able

):_____________________________________

D

ate:

___________________

I co

nfirm

that

the

candid

ate’

s sa

mple

d w

ork

mee

ts t

he

stan

dar

ds

spec

ifie

d f

or

this

Unit a

nd m

ay b

e pre

sente

d for

exte

rnal

ver

ific

atio

n.

Inte

rnal

ver

ifie

r si

gnat

ure

:________________________________________________________

D

ate:

___________________

Counte

rsig

nin

g inte

rnal

ver

ifie

r (i

f ap

plic

able

):________________________________________

D

ate:

___________________

N029875 –

Can

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– S

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Issu

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April 2013 ©

Pea

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2013

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N029875 – Candidate Logbook – SVQ2 in Front of House at SCQF Level 5 –

Issue 2 – April 2013 © Pearson Education Limited 2013

89

Optional units

N029875 – Candidate Logbook – SVQ2 in Front of House at SCQF Level 5 –

Issue 2 – April 2013 © Pearson Education Limited 2013

90

N029875 – Candidate Logbook – SVQ2 in Front of House at SCQF Level 5 –

Issue 2 – April 2013 © Pearson Education Limited 2013

91

Unit 4: Deal with communications as part of the reception function

Unit code: 2FOH1/10

Unit credit: 3

SCQF Unit level: 5

Introduction

This unit is about dealing with incoming communications for example taking telephone calls and emails – taking accurate messages and passing them on. It also covers dealing with outgoing communications – for example making telephone calls – and leaving messages where appropriate.

When you have completed this unit, you will have proved you can:

2FOH1/10.1 Deal with incoming communications

2FOH1/10.2 Deal with outgoing communications.

What some of the words in this unit mean

Communicating in a way that gives a positive impression

For example, by speaking clearly, avoiding jargon and slang, by avoiding spelling mistakes and simple grammatical errors

N029875 –

Can

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2013

92

What

you

must

know

To a

chie

ve t

his

ele

men

t yo

u m

ust

giv

e su

ffic

ient

evid

ence

to d

emonst

rate

your

know

ledge

and u

nder

stan

din

g f

or

each

sta

ndar

d.

Kn

ow

led

ge

Typ

e o

f evid

en

ce

For

the

whol

e unit

K1

The

range

of

met

hods

you c

an u

se t

o c

om

munic

ate

with o

ther

org

anis

atio

ns

and p

eople

K2

How

to u

se t

he

com

munic

atio

ns

equip

men

t in

your

org

anis

atio

n

K3

Your

org

anis

atio

n’s

sty

le w

hen

com

munic

atin

g w

ith o

ther

org

anis

atio

ns

and p

eople

K4

Why

it is

import

ant

to d

eal w

ith e

very

one

you c

om

munic

ate

with p

olit

ely

and h

elpfu

lly

K5

The

type

of unex

pec

ted s

ituat

ions

and p

roble

ms

that

may

occ

ur

when

com

munic

atin

g w

ith o

ther

s, a

nd h

ow

to

dea

l w

ith t

hes

e

K6

Why

it is

import

ant

to g

ive

only

acc

ura

te a

nd n

on-c

onfiden

tial

info

rmat

ion

For

Ele

men

t 2FO

H1/1

0.1

Dea

l w

ith inco

min

g c

om

munic

atio

ns

K7

Your

org

anis

atio

n’s

sta

ndar

ds

for

answ

erin

g t

elep

hone

calls

, an

d w

hy

thes

e ar

e im

port

ant

K8

Why

it is

import

ant

to iden

tify

peo

ple

who m

ake

enquirie

s an

d e

stab

lish t

hei

r nee

ds

K9

Why

it is

import

ant

to r

elay

mes

sages

pro

mptly

to t

hose

conce

rned

, an

d t

he

pro

cedure

s th

at y

ou s

hou

ld follo

w

For

Ele

men

t 2FO

H1/1

0.2

Dea

l w

ith o

utg

oin

g c

omm

unic

atio

ns

K10

Why

it is

import

ant

to iden

tify

yours

elf

and e

xpla

in t

he

purp

ose

of

mak

ing c

onta

ct

K11

Why

it is

import

ant

to g

ive

only

acc

ura

te a

nd n

on-c

onfiden

tial

info

rmat

ion

K12

Why

it is

import

ant

to c

om

munic

ate

clea

rly,

usi

ng a

tone

and p

ace

whic

h c

an b

e ea

sily

under

stood

K13

How

to c

om

munic

ate

both

ora

lly a

nd in w

riting,

in a

way

that

giv

es a

posi

tive

im

pre

ssio

n o

f yo

u a

nd

your

org

anis

atio

n

N029875 –

Can

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of H

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vel 5 –

Issu

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April 2013 ©

Pea

rson E

duca

tion L

imited

2013

93

Ad

dit

ion

al evid

en

ce (

if a

pp

lica

ble

):

O =

dir

ect

ob

serv

ati

on

of

the learn

er’

s p

erf

orm

an

ce b

y t

heir

ass

ess

or

PD

= p

rofe

ssio

nal d

iscu

ssio

n

Q&

A =

ou

tco

mes

fro

m o

ral o

r w

ritt

en

qu

est

ion

ing

A

= a

ssig

nm

en

t, p

roje

ct/

case

stu

die

s

P =

pro

du

cts

of

the learn

er’

s w

ork

W

T =

au

then

tic

state

men

ts/

wit

ness

test

imo

ny

RA

= p

ers

on

al st

ate

men

ts a

nd

/o

r re

flect

ive a

cco

un

ts

EP

W =

exp

ert

wit

ness

test

imo

ny

Co

lum

n

key:

S =

ou

tco

me f

rom

sim

ula

tio

n,

wh

ere

perm

itte

d b

y t

he

ass

ess

men

t st

rate

gy

RP

L =

evid

en

ce o

f re

cog

nit

ion

of

pri

or

learn

ing

N029875 –

Can

did

ate

Logbook

– S

VQ

2 in F

ront

of H

ouse

at

SCQ

F Le

vel 5 –

Issu

e 2 –

April 2013 ©

Pea

rson E

duca

tion L

imited

2013

94

I co

nfirm

that

the

evid

ence

det

aile

d in t

his

Unit is

my

ow

n w

ork

and m

eets

the

requirem

ents

of

the

Nat

ional

Occ

upat

ional

sta

ndar

ds.

Can

did

ate

signat

ure

:____________________________________________________________

D

ate:

___________________

I co

nfirm

that

the

candid

ate

has

ach

ieve

d a

ll th

e re

quirem

ents

of th

is U

nit.

Ass

esso

r si

gnat

ure

:_____________________________________________________________

D

ate:

___________________

Counte

rsig

nin

g a

sses

sor

signat

ure

(if a

pplic

able

):_____________________________________

D

ate:

___________________

I co

nfirm

that

the

candid

ate’

s sa

mple

d w

ork

mee

ts t

he

stan

dar

ds

spec

ifie

d f

or

this

Unit a

nd m

ay b

e pre

sente

d for

exte

rnal

ver

ific

atio

n.

Inte

rnal

ver

ifie

r si

gnat

ure

:________________________________________________________

D

ate:

___________________

Counte

rsig

nin

g inte

rnal

ver

ifie

r (i

f ap

plic

able

):________________________________________

D

ate:

___________________

N029875 – Candidate Logbook – SVQ2 in Front of House at SCQF Level 5 –

Issue 2 – April 2013 © Pearson Education Limited 2013

95

Element 2FOH1/10.1

Deal with incoming communications

What you must cover

C1 Communications (at least two from)

a) by telephone

b) by letter or fax

c) using email

C2 Enquiries (Both)

a) those you can deal with yourself

b) those that need to be passed/transferred to another person/department

N029875 –

Can

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Pea

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tion L

imited

2013

96

What

you

must

do

To a

chie

ve t

his

ele

men

t yo

u m

ust

giv

e su

ffic

ient

evid

ence

to d

emonst

rate

your

com

pet

ence

for

each

sta

ndar

d.

Pra

ctic

al

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

To m

eet

the

nat

ional

st

andar

d y

ou m

ust

:

1

Dea

l w

ith

com

munic

atio

ns

pro

mptly,

polit

ely

and in

line

with y

our

org

anis

atio

n’s

sty

le

2

Iden

tify

the

per

son,

find o

ut

what

thei

r nee

ds

are

and d

eal w

ith t

hes

e co

rrec

tly

3

Answ

er e

nquirie

s ac

cura

tely

without

giv

ing

any

confiden

tial

in

form

atio

n

N029875 –

Can

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tion L

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2013

97

Pra

ctic

al

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

To m

eet

the

nat

ional

st

andar

d y

ou m

ust

:

4

Rec

ord

cle

ar a

nd

accu

rate

mes

sages

an

d p

ass

them

on a

s re

ques

ted

5

Dea

l co

rrec

tly

with

any

pro

ble

ms

N029875 –

Can

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April 2013 ©

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tion L

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98

Elem

ent:

2FO

H1/1

0.1

D

eal w

ith inco

min

g co

mm

unic

atio

ns

Wh

at

yo

u m

ust

co

ver:

(Ass

ess

or

to r

eco

rd r

an

ge w

ith

refe

ren

ce t

o e

lem

en

t

req

uir

em

en

ts)

Pra

ctic

al

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

C1

Co

mm

un

icati

on

s

a By

tele

phone

b

By

lett

er o

r fa

x

c U

sing e

mai

l

C2

En

qu

irie

s

a th

ose

you

can

dea

l w

ith y

ours

elf

b

those

that

nee

d t

o

be

pas

sed/

tran

sfer

red

to a

noth

er p

erso

n/

dep

artm

ent

N029875 –

Can

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2 in F

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of H

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at

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Issu

e 2 –

April 2013 ©

Pea

rson E

duca

tion L

imited

2013

99

Ad

dit

ion

al evid

en

ce (

if a

pp

lica

ble

):

O =

dir

ect

ob

serv

ati

on

of

the learn

er’

s p

erf

orm

an

ce b

y t

heir

ass

ess

or

PD

= p

rofe

ssio

nal d

iscu

ssio

n

Q&

A =

ou

tco

mes

fro

m o

ral o

r w

ritt

en

qu

est

ion

ing

A

= a

ssig

nm

en

t, p

roje

ct/

case

stu

die

s

P =

pro

du

cts

of

the learn

er’

s w

ork

W

T =

au

then

tic

state

men

ts/

wit

ness

test

imo

ny

RA

= p

ers

on

al st

ate

men

ts a

nd

/o

r re

flect

ive a

cco

un

ts

EP

W =

exp

ert

wit

ness

test

imo

ny

Co

lum

n

key:

S =

ou

tco

me f

rom

sim

ula

tio

n,

wh

ere

perm

itte

d b

y t

he

ass

ess

men

t st

rate

gy

RP

L =

evid

en

ce o

f re

cog

nit

ion

of

pri

or

learn

ing

N029875 –

Can

did

ate

Logbook

– S

VQ

2 in F

ront

of H

ouse

at

SCQ

F Le

vel 5 –

Issu

e 2 –

April 2013 ©

Pea

rson E

duca

tion L

imited

2013

100

I co

nfirm

that

the

evid

ence

det

aile

d in t

his

Unit is

my

ow

n w

ork

and m

eets

the

requirem

ents

of

the

Nat

ional

Occ

upat

ional

Sta

ndar

ds.

Can

did

ate

signat

ure

:____________________________________________________________

D

ate:

___________________

I co

nfirm

that

the

candid

ate

has

ach

ieve

d a

ll th

e re

quirem

ents

of th

is U

nit.

Ass

esso

r si

gnat

ure

:_____________________________________________________________

D

ate:

___________________

Counte

rsig

nin

g a

sses

sor

signat

ure

(if a

pplic

able

):_____________________________________

D

ate:

___________________

I co

nfirm

that

the

candid

ate’

s sa

mple

d w

ork

mee

ts t

he

stan

dar

ds

spec

ifie

d f

or

this

Unit a

nd m

ay b

e pre

sente

d for

exte

rnal

ver

ific

atio

n.

Inte

rnal

ver

ifie

r si

gnat

ure

:________________________________________________________

D

ate:

___________________

Counte

rsig

nin

g inte

rnal

ver

ifie

r (i

f ap

plic

able

):________________________________________

D

ate:

___________________

N029875 – Candidate Logbook – SVQ2 in Front of House at SCQF Level 5 –

Issue 2 – April 2013 © Pearson Education Limited 2013

101

Element 2FOH1/10.2

Deal with outgoing communications

What you must cover

C3 Methods of communicating (at least two from)

a) by telephone

b) by letter or fax

c) using email

N029875 –

Can

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Logbook

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at

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April 2013 ©

Pea

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duca

tion L

imited

2013

102

What

you

must

do

To a

chie

ve t

his

ele

men

t yo

u m

ust

giv

e su

ffic

ient

evid

ence

to d

emonst

rate

your

com

pet

ence

for

each

sta

ndar

d.

Pra

ctic

al

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

To m

eet

the

nat

ional

st

andar

d y

ou m

ust

:

6

Choose

the

bes

t m

ethod o

f co

mm

unic

atin

g w

ith

the

per

son c

once

rned

7

Use

your

org

anis

atio

n’s

agre

ed

styl

e

8

Com

munic

ate

in a

w

ay t

hat

giv

es a

posi

tive

im

pre

ssio

n o

f yo

urs

elf

and y

our

org

anis

atio

n

9

Iden

tify

you

rsel

f an

d e

xpla

in t

he

reas

on w

hy

you a

re

mak

ing c

onta

ct

N029875 –

Can

did

ate

Logbook

– S

VQ

2 in F

ront

of H

ouse

at

SCQ

F Le

vel 5 –

Issu

e 2 –

April 2013 ©

Pea

rson E

duca

tion L

imited

2013

103

Pra

ctic

al

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

To m

eet

the

nat

ional

st

andar

d y

ou m

ust

:

10 G

ive

only

non-

confiden

tial

and

rele

vant

info

rmat

ion

to t

he

per

son y

ou

hav

e co

nta

cted

11 L

eave

cle

ar a

nd

accu

rate

mes

sages

w

her

e nee

ded

12 D

eal w

ith a

ny

pro

ble

ms

corr

ectly

N029875 –

Can

did

ate

Logbook

– S

VQ

2 in F

ront

of H

ouse

at

SCQ

F Le

vel 5 –

Issu

e 2 –

April 2013 ©

Pea

rson E

duca

tion L

imited

2013

104

Elem

ent:

2FO

H1/1

0.2

D

eal w

ith o

utg

oing

com

munic

atio

n

Wh

at

yo

u m

ust

co

ver:

(Ass

ess

or

to r

eco

rd r

an

ge w

ith

refe

ren

ce t

o e

lem

en

t

req

uir

em

en

ts)

Pra

ctic

al

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

C3

Meth

od

s o

f co

mm

un

icati

ng

d

by

tele

phone

e by

lett

er o

r fa

x

f usi

ng e

mai

l

N029875 –

Can

did

ate

Logbook

– S

VQ

2 in F

ront

of H

ouse

at

SCQ

F Le

vel 5 –

Issu

e 2 –

April 2013 ©

Pea

rson E

duca

tion L

imited

2013

105

Ad

dit

ion

al evid

en

ce (

if a

pp

lica

ble

):

O =

dir

ect

ob

serv

ati

on

of

the learn

er’

s p

erf

orm

an

ce b

y t

heir

ass

ess

or

PD

= p

rofe

ssio

nal d

iscu

ssio

n

Q&

A =

ou

tco

mes

fro

m o

ral o

r w

ritt

en

qu

est

ion

ing

A

= a

ssig

nm

en

t, p

roje

ct/

case

stu

die

s

P =

pro

du

cts

of

the learn

er’

s w

ork

W

T =

au

then

tic

state

men

ts/

wit

ness

test

imo

ny

RA

= p

ers

on

al st

ate

men

ts a

nd

/o

r re

flect

ive a

cco

un

ts

EP

W =

exp

ert

wit

ness

test

imo

ny

Co

lum

n

key:

S =

ou

tco

me f

rom

sim

ula

tio

n,

wh

ere

perm

itte

d b

y t

he

ass

ess

men

t st

rate

gy

RP

L =

evid

en

ce o

f re

cog

nit

ion

of

pri

or

learn

ing

N029875 –

Can

did

ate

Logbook

– S

VQ

2 in F

ront

of H

ouse

at

SCQ

F Le

vel 5 –

Issu

e 2 –

April 2013 ©

Pea

rson E

duca

tion L

imited

2013

106

I co

nfirm

that

the

evid

ence

det

aile

d in t

his

Unit is

my

ow

n w

ork

and m

eets

the

requirem

ents

of

the

Nat

ional

Occ

upat

ional

sta

ndar

ds.

Can

did

ate

signat

ure

:____________________________________________________________

D

ate:

___________________

I co

nfirm

that

the

candid

ate

has

ach

ieve

d a

ll th

e re

quirem

ents

of th

is U

nit.

Ass

esso

r si

gnat

ure

:_____________________________________________________________

D

ate:

___________________

Counte

rsig

nin

g a

sses

sor

signat

ure

(if a

pplic

able

):_____________________________________

D

ate:

___________________

I co

nfirm

that

the

candid

ate’

s sa

mple

d w

ork

mee

ts t

he

stan

dar

ds

spec

ifie

d f

or

this

Unit a

nd m

ay b

e pre

sente

d for

exte

rnal

ver

ific

atio

n.

Inte

rnal

ver

ifie

r si

gnat

ure

:________________________________________________________

D

ate:

___________________

Counte

rsig

nin

g inte

rnal

ver

ifie

r (i

f ap

plic

able

):________________________________________

D

ate:

___________________

N029875 – Candidate Logbook – SVQ2 in Front of House at SCQF Level 5 –

Issue 2 – April 2013 © Pearson Education Limited 2013

107

Unit 5: Deal with the arrival of customers

Unit code: 2FOH2/10

Unit credit: 4

SCQF Unit level: 5

Introduction

This unit is about dealing with the arrival of customers, processing their registration documents and promoting the products and services of the organisation. Dealing with the arrival of customers is a vital part of the front of house role. You are the likely to be one of the first people the customer will meet, and you need to portray a professional, efficient and helpful image from the start.

N029875 –

Can

did

ate

Logbook

– S

VQ

2 in F

ront

of H

ouse

at

SCQ

F Le

vel 5 –

Issu

e 2 –

April 2013 ©

Pea

rson E

duca

tion L

imited

2013

108

What

you

must

know

To a

chie

ve t

his

ele

men

t yo

u m

ust

giv

e su

ffic

ient

evid

ence

to d

emonst

rate

your

know

ledge

and u

nder

stan

din

g f

or

each

sta

ndar

d.

Kn

ow

led

ge

Typ

e o

f evid

en

ce

Date

For

the

whol

e unit

K1

Your

org

anis

atio

n’s

sta

ndar

ds

for

cust

om

er c

are

and w

hy

thes

e ar

e im

port

ant

K2

Your

org

anis

atio

n’s

booki

ng p

roce

dure

s an

d w

hy

it is

import

ant

to f

ollo

w t

hes

e co

rrec

tly

K3

Your

org

anis

atio

n’s

chec

k in

pro

cedure

s an

d w

hy

it is

import

ant

to f

ollo

w t

hes

e co

rrec

tly

K4

Bas

ic leg

al re

quirem

ents

rel

atin

g t

o a

ccom

modat

ion,

goods

and s

ervi

ces

for

sale

K5

The

types

of

unex

pec

ted s

ituat

ions

and p

roble

ms

that

may

occ

ur

when

cust

om

ers

arrive

,

and h

ow

to d

eal w

ith t

hes

e

K6

Why

regis

trat

ion d

ocu

men

tation m

ust

be

corr

ectly

com

ple

ted b

y th

e cu

stom

er

K7

The

spec

ific

req

uirem

ents

for

reg

iste

ring o

vers

eas

visi

tors

K8

Your

org

anis

atio

n’s

pro

cedure

for

allo

cation o

f ro

om

s

K9

Why

it is

import

ant

to g

ive

accu

rate

info

rmat

ion t

o c

ust

om

ers

K10

Why

it is

import

ant

to c

orr

ectly

iden

tify

cust

om

er r

equirem

ents

K11

What

reg

istr

atio

n info

rmat

ion m

ust

be

obta

ined

, in

ord

er t

o c

om

ply

with leg

isla

tion

K12

Why

all co

rres

ponden

ce r

elat

ing t

o t

he

booki

ng s

hould

be

avai

lable

N029875 –

Can

did

ate

Logbook

– S

VQ

2 in F

ront

of H

ouse

at

SCQ

F Le

vel 5 –

Issu

e 2 –

April 2013 ©

Pea

rson E

duca

tion L

imited

2013

109

Ad

dit

ion

al evid

en

ce (

if a

pp

lica

ble

):

O =

dir

ect

ob

serv

ati

on

of

the learn

er’

s p

erf

orm

an

ce b

y t

heir

ass

ess

or

PD

= p

rofe

ssio

nal d

iscu

ssio

n

Q&

A =

ou

tco

mes

fro

m o

ral o

r w

ritt

en

qu

est

ion

ing

A

= a

ssig

nm

en

t, p

roje

ct/

case

stu

die

s

P =

pro

du

cts

of

the learn

er’

s w

ork

W

T =

au

then

tic

state

men

ts/

wit

ness

test

imo

ny

RA

= p

ers

on

al st

ate

men

ts a

nd

/o

r re

flect

ive a

cco

un

ts

EP

W =

exp

ert

wit

ness

test

imo

ny

Co

lum

n

key:

S =

ou

tco

me f

rom

sim

ula

tio

n,

wh

ere

perm

itte

d b

y t

he

ass

ess

men

t st

rate

gy

RP

L =

evid

en

ce o

f re

cog

nit

ion

of

pri

or

learn

ing

N029875 –

Can

did

ate

Logbook

– S

VQ

2 in F

ront

of H

ouse

at

SCQ

F Le

vel 5 –

Issu

e 2 –

April 2013 ©

Pea

rson E

duca

tion L

imited

2013

110

I co

nfirm

that

the

evid

ence

det

aile

d in t

his

Unit is

my

ow

n w

ork

and m

eets

the

requirem

ents

of

the

Nat

ional

Occ

upat

ional

Sta

ndar

ds.

Can

did

ate

signat

ure

:____________________________________________________________

D

ate:

___________________

I co

nfirm

that

the

candid

ate

has

ach

ieve

d a

ll th

e re

quirem

ents

of th

is U

nit.

Ass

esso

r si

gnat

ure

:_____________________________________________________________

D

ate:

___________________

Counte

rsig

nin

g a

sses

sor

signat

ure

(if a

pplic

able

):_____________________________________

D

ate:

___________________

I co

nfirm

that

the

candid

ate’

s sa

mple

d w

ork

mee

ts t

he

stan

dar

ds

spec

ifie

d f

or

this

Unit a

nd m

ay b

e pre

sente

d for

exte

rnal

ver

ific

atio

n.

Inte

rnal

ver

ifie

r si

gnat

ure

:________________________________________________________

D

ate:

___________________

Counte

rsig

nin

g inte

rnal

ver

ifie

r (i

f ap

plic

able

):________________________________________

D

ate:

___________________

N029875 – Candidate Logbook – SVQ2 in Front of House at SCQF Level 5 –

Issue 2 – April 2013 © Pearson Education Limited 2013

111

What you must cover

C1 Customers (at least one from)

a) customers with routine requirements

b) customers with special requirements

c) customers without advanced bookings

C2 Booking systems (at least one from)

a) computerised system

b) manual system

C3 Information to customers (at least four from)

a) location of room

b) key security and safety procedures

c) services and facilities available

d) prices

e) special offers and promotions available

C4 Services and facilities (at least one from)

a) business facilities

b) leisure facilities

c) food and beverage facilities

N029875 –

Can

did

ate

Logbook

– S

VQ

2 in F

ront

of H

ouse

at

SCQ

F Le

vel 5 –

Issu

e 2 –

April 2013 ©

Pea

rson E

duca

tion L

imited

2013

112

What

you

must

do

To a

chie

ve t

his

ele

men

t yo

u m

ust

giv

e su

ffic

ient

evid

ence

to d

emonst

rate

your

com

pet

ence

for

each

sta

ndar

d.

Pra

ctic

al

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

To m

eet

the

nat

ional

st

andar

d y

ou m

ust

:

1

Corr

ectly

iden

tify

cu

stom

er

requirem

ents

2

Ret

riev

e an

y cu

stom

er b

ooki

ng

det

ails

fro

m t

he

booki

ng s

yste

m a

nd

chec

k th

em w

ith t

he

cust

om

er

3

Offer

alter

nat

ives

fo

r an

y se

rvic

es t

hat

ar

e not

avai

lable

as

reques

ted

4

Com

ple

te t

he

regis

trat

ion d

ocu

men

t co

rrec

tly

N029875 –

Can

did

ate

Logbook

– S

VQ

2 in F

ront

of H

ouse

at

SCQ

F Le

vel 5 –

Issu

e 2 –

April 2013 ©

Pea

rson E

duca

tion L

imited

2013

113

Pra

ctic

al

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

To m

eet

the

nat

ional

st

andar

d y

ou m

ust

:

5

Giv

e ac

cura

te

info

rmat

ion w

hic

h

mee

ts c

ust

omer

nee

ds

6

Prom

ote

the

serv

ices

and f

acili

ties

of

your

org

anis

atio

n

when

appro

priat

e

7

Pas

s on

cust

omer

det

ails

to t

he

rele

vant

dep

artm

ents

in lin

e w

ith o

rgan

isat

ion’s

pro

cedure

s

N029875 –

Can

did

ate

Logbook

– S

VQ

2 in F

ront

of H

ouse

at

SCQ

F Le

vel 5 –

Issu

e 2 –

April 2013 ©

Pea

rson E

duca

tion L

imited

2013

114

Elem

ent:

2FO

H2/1

0 D

eal w

ith t

he

arri

val of

cust

omer

s

Wh

at

yo

u m

ust

co

ver:

(Ass

ess

or

to r

eco

rd r

an

ge w

ith

refe

ren

ce t

o e

lem

en

t

req

uir

em

en

ts)

Pra

ctic

al

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

C1

Haza

rds

a Cust

om

ers

with

routine

requirem

ents

b

Cust

om

ers

with

spec

ial

requirem

ents

c Cust

om

ers

without

adva

nce

d b

ooki

ngs

C2

Bo

okin

g s

yst

em

s

a Com

pute

rise

d

syst

em

b

Man

ual

sys

tem

N029875 –

Can

did

ate

Logbook

– S

VQ

2 in F

ront

of H

ouse

at

SCQ

F Le

vel 5 –

Issu

e 2 –

April 2013 ©

Pea

rson E

duca

tion L

imited

2013

115

Pra

ctic

al

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

C3

In

form

ati

on

to

cu

sto

mers

a Lo

cation o

f ro

om

b

Key

sec

urity

and

safe

ty p

roce

dure

s

c Ser

vice

s an

d

faci

litie

s av

aila

ble

d

price

s

e sp

ecia

l offer

s an

d

pro

motions

avai

lable

C4

Serv

ices

an

d

faci

liti

es

a busi

nes

s fa

cilit

ies

b

leis

ure

fac

ilities

c fo

od a

nd b

ever

age

faci

litie

s

N029875 –

Can

did

ate

Logbook

– S

VQ

2 in F

ront

of H

ouse

at

SCQ

F Le

vel 5 –

Issu

e 2 –

April 2013 ©

Pea

rson E

duca

tion L

imited

2013

116

Ad

dit

ion

al evid

en

ce (

if a

pp

lica

ble

):

O =

dir

ect

ob

serv

ati

on

of

the learn

er’

s p

erf

orm

an

ce b

y t

heir

ass

ess

or

PD

= p

rofe

ssio

nal d

iscu

ssio

n

Q&

A =

ou

tco

mes

fro

m o

ral o

r w

ritt

en

qu

est

ion

ing

A

= a

ssig

nm

en

t, p

roje

ct/

case

stu

die

s

P =

pro

du

cts

of

the learn

er’

s w

ork

W

T =

au

then

tic

state

men

ts/

wit

ness

test

imo

ny

RA

= p

ers

on

al st

ate

men

ts a

nd

/o

r re

flect

ive a

cco

un

ts

EP

W =

exp

ert

wit

ness

test

imo

ny

Co

lum

n

key:

S =

ou

tco

me f

rom

sim

ula

tio

n,

wh

ere

perm

itte

d b

y t

he

ass

ess

men

t st

rate

gy

RP

L =

evid

en

ce o

f re

cog

nit

ion

of

pri

or

learn

ing

N029875 –

Can

did

ate

Logbook

– S

VQ

2 in F

ront

of H

ouse

at

SCQ

F Le

vel 5 –

Issu

e 2 –

April 2013 ©

Pea

rson E

duca

tion L

imited

2013

117

I co

nfirm

that

the

evid

ence

det

aile

d in t

his

Unit is

my

ow

n w

ork

and m

eets

the

requirem

ents

of

the

Nat

ional

Occ

upat

ional

Sta

ndar

ds.

Can

did

ate

signat

ure

:____________________________________________________________

D

ate:

___________________

I co

nfirm

that

the

candid

ate

has

ach

ieve

d a

ll th

e re

quirem

ents

of th

is U

nit.

Ass

esso

r si

gnat

ure

:_____________________________________________________________

D

ate:

___________________

Counte

rsig

nin

g a

sses

sor

signat

ure

(if a

pplic

able

):_____________________________________

D

ate:

___________________

I co

nfirm

that

the

candid

ate’

s sa

mple

d w

ork

mee

ts t

he

stan

dar

ds

spec

ifie

d f

or

this

Unit a

nd m

ay b

e pre

sente

d for

exte

rnal

ver

ific

atio

n.

Inte

rnal

ver

ifie

r si

gnat

ure

:________________________________________________________

D

ate:

___________________

Counte

rsig

nin

g inte

rnal

ver

ifie

r (i

f ap

plic

able

):________________________________________

D

ate:

___________________

N029875 – Candidate Logbook – SVQ2 in Front of House at SCQF Level 5 –

Issue 2 – April 2013 © Pearson Education Limited 2013

118

N029875 – Candidate Logbook – SVQ2 in Front of House at SCQF Level 5 –

Issue 2 – April 2013 © Pearson Education Limited 2013

119

Unit 6: Dealing with bookings

Unit code: 2FOH3/10

Unit credit: 4

SCQF Unit level: 5

Introduction

This unit is about handling booking enquiries and taking bookings from customers. It also covers making amendments (for example, of date and time) to bookings, and keeping records up to date.

When you have completed this unit, you will have proved you can:

2FOH3/10.1 Deal with booking enquiries

2FOH3/10.2 Confirm, cancel and amend bookings.

What some of the words in this unit mean

Customer

Anyone wanting to make, amend or cancel a booking

N029875 –

Can

did

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SCQ

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Issu

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April 2013 ©

Pea

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tion L

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2013

120

What

you

must

know

To a

chie

ve t

his

ele

men

t yo

u m

ust

giv

e su

ffic

ient

evid

ence

to d

emonst

rate

your

know

ledge

and u

nder

stan

din

g f

or

each

sta

ndar

d.

Kn

ow

led

ge

Typ

e o

f evid

en

ce

Date

For

the

whol

e unit

K1

The

import

ance

of dea

ling w

ith c

ust

om

ers

polit

ely

and h

elpfu

lly a

t al

l tim

es

K2

Why

it is

import

ant

to g

ive

accu

rate

spoke

n a

nd w

ritt

en info

rmat

ion t

o c

ust

om

ers

K3

The

types

of

unex

pec

ted s

ituat

ions

and p

roble

ms

that

may

occ

ur

with b

ooki

ngs

and h

ow

to d

eal

with t

hes

e co

rrec

tly

K4

Bas

ic leg

al re

quirem

ents

rel

atin

g t

o g

oods

and s

ervi

ces

for

sale

when

rec

eivi

ng,

confirm

ing,

amen

din

g a

nd c

ance

lling b

ooki

ng e

nquirie

s

K5

Your

org

anis

atio

n’s

book

ing p

roce

dure

s an

d s

yste

ms

K6

The

import

ance

of up-s

ellin

g,

room

/pro

duct

rat

es a

nd y

ield

man

agem

ent

and h

ow

thes

e ap

ply

to

your

work

role

For

Ele

men

t 2FO

H3/1

0.1

Dea

l w

ith b

ooki

ng e

nquirie

s

K7

Why

it is

import

ant

to g

et a

nd r

ecord

booki

ng d

etai

ls a

ccura

tely

K8

Why

it is

import

ant

to t

ake

the

oppor

tunity

to s

ell pro

duct

s an

d s

ervi

ces

For

Ele

men

t 2FO

H3/1

0.2

Confirm

, ca

nce

l an

d a

men

d b

ooki

ngs

K9

Your

org

anis

atio

n’s

can

cella

tion p

olic

ies

and p

roce

dure

s

K10

Why

confirm

atio

ns

and d

eposi

ts a

re r

equired

fro

m c

ust

om

ers

K11

Why

it is

esse

ntial

to f

ollo

w u

p u

nco

nfirm

ed b

ooki

ngs

N029875 –

Can

did

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– S

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2 in F

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SCQ

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Issu

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April 2013 ©

Pea

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2013

121

Ad

dit

ion

al evid

en

ce (

if a

pp

lica

ble

):

O =

dir

ect

ob

serv

ati

on

of

the learn

er’

s p

erf

orm

an

ce b

y t

heir

ass

ess

or

PD

= p

rofe

ssio

nal d

iscu

ssio

n

Q&

A =

ou

tco

mes

fro

m o

ral o

r w

ritt

en

qu

est

ion

ing

A

= a

ssig

nm

en

t, p

roje

ct/

case

stu

die

s

P =

pro

du

cts

of

the learn

er’

s w

ork

W

T =

au

then

tic

state

men

ts/

wit

ness

test

imo

ny

RA

= p

ers

on

al st

ate

men

ts a

nd

/o

r re

flect

ive a

cco

un

ts

EP

W =

exp

ert

wit

ness

test

imo

ny

Co

lum

n

key:

S =

ou

tco

me f

rom

sim

ula

tio

n,

wh

ere

perm

itte

d b

y t

he

ass

ess

men

t st

rate

gy

RP

L =

evid

en

ce o

f re

cog

nit

ion

of

pri

or

learn

ing

N029875 –

Can

did

ate

Logbook

– S

VQ

2 in F

ront

of H

ouse

at

SCQ

F Le

vel 5 –

Issu

e 2 –

April 2013 ©

Pea

rson E

duca

tion L

imited

2013

122

I co

nfirm

that

the

evid

ence

det

aile

d in t

his

Unit is

my

ow

n w

ork

and m

eets

the

requirem

ents

of

the

Nat

ional

Occ

upat

ional

Sta

ndar

ds.

Can

did

ate

signat

ure

:____________________________________________________________

D

ate:

___________________

I co

nfirm

that

the

candid

ate

has

ach

ieve

d a

ll th

e re

quirem

ents

of th

is U

nit.

Ass

esso

r si

gnat

ure

:_____________________________________________________________

D

ate:

___________________

Counte

rsig

nin

g a

sses

sor

signat

ure

(if a

pplic

able

):_____________________________________

D

ate:

___________________

I co

nfirm

that

the

candid

ate’

s sa

mple

d w

ork

mee

ts t

he

stan

dar

ds

spec

ifie

d f

or

this

Unit a

nd m

ay b

e pre

sente

d for

exte

rnal

ver

ific

atio

n.

Inte

rnal

ver

ifie

r si

gnat

ure

:________________________________________________________

D

ate:

___________________

Counte

rsig

nin

g inte

rnal

ver

ifie

r (i

f ap

plic

able

):________________________________________

D

ate:

___________________

N029875 – Candidate Logbook – SVQ2 in Front of House at SCQF Level 5 –

Issue 2 – April 2013 © Pearson Education Limited 2013

123

Element 2FOH3/10.1

Deal with booking enquiries

What you must cover

C1 Customers (at least one from)

a) with routine requests

b) with special needs

C2 Enquiries (at least three from)

a) face to face

b) telephone

c) letter or fax

d) email

e) on−line booking systems

C3 Information (at least two from)

a) services and facilities available

b) features and benefits of services and facilities

c) prices

d) special offers and promotions available

N029875 –

Can

did

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Logbook

– S

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2 in F

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of H

ouse

at

SCQ

F Le

vel 5 –

Issu

e 2 –

April 2013 ©

Pea

rson E

duca

tion L

imited

2013

124

What

you

must

do

To a

chie

ve t

his

ele

men

t yo

u m

ust

giv

e su

ffic

ient

evid

ence

to d

emonst

rate

your

com

pet

ence

for

each

sta

ndar

d.

Pra

ctic

al

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

To m

eet

the

nat

ional

st

andar

d y

ou m

ust

:

1

Be

polit

e an

d

hel

pfu

l w

hen

dea

ling

with e

nquirie

s

2

Find o

ut

what

your

cust

om

er n

eeds

and

giv

e th

em a

ccura

te

info

rmat

ion

3

Tak

e th

e opport

unity

to s

ell

oth

er p

roduct

s an

d

serv

ices

to t

he

cust

om

er

4

Invi

te y

our

cust

om

er t

o m

ake

a booki

ng,

and t

ake

and

reco

rd t

hei

r det

ails

co

rrec

tly

N029875 –

Can

did

ate

Logbook

– S

VQ

2 in F

ront

of H

ouse

at

SCQ

F Le

vel 5 –

Issu

e 2 –

April 2013 ©

Pea

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tion L

imited

2013

125

Elem

ent:

2FO

H3/1

0.1

D

ealing

wit

h b

ooki

ngs

Wh

at

yo

u m

ust

co

ver:

(Ass

ess

or

to r

eco

rd r

an

ge w

ith

refe

ren

ce t

o e

lem

en

t

req

uir

em

en

ts)

Pra

ctic

al

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

C1

Cu

sto

mers

a W

ith r

outine

reques

ts

b

With s

pec

ial nee

ds

C2

En

qu

irie

s

a Fa

ce t

o f

ace

b

tele

phone

c le

tter

or

fax

d

emai

l

e on-l

ine

booki

ng

syst

ems

C3

In

form

ati

on

a Fi

re

b

Thre

at

c Sec

urity

N029875 –

Can

did

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Logbook

– S

VQ

2 in F

ront

of H

ouse

at

SCQ

F Le

vel 5 –

Issu

e 2 –

April 2013 ©

Pea

rson E

duca

tion L

imited

2013

126

Ad

dit

ion

al evid

en

ce (

if a

pp

lica

ble

):

O =

dir

ect

ob

serv

ati

on

of

the learn

er’

s p

erf

orm

an

ce b

y t

heir

ass

ess

or

PD

= p

rofe

ssio

nal d

iscu

ssio

n

Q&

A =

ou

tco

mes

fro

m o

ral o

r w

ritt

en

qu

est

ion

ing

A

= a

ssig

nm

en

t, p

roje

ct/

case

stu

die

s

P =

pro

du

cts

of

the learn

er’

s w

ork

W

T =

au

then

tic

state

men

ts/

wit

ness

test

imo

ny

RA

= p

ers

on

al st

ate

men

ts a

nd

/o

r re

flect

ive a

cco

un

ts

EP

W =

exp

ert

wit

ness

test

imo

ny

Co

lum

n

key:

S =

ou

tco

me f

rom

sim

ula

tio

n,

wh

ere

perm

itte

d b

y t

he

ass

ess

men

t st

rate

gy

RP

L =

evid

en

ce o

f re

cog

nit

ion

of

pri

or

learn

ing

N029875 –

Can

did

ate

Logbook

– S

VQ

2 in F

ront

of H

ouse

at

SCQ

F Le

vel 5 –

Issu

e 2 –

April 2013 ©

Pea

rson E

duca

tion L

imited

2013

127

I co

nfirm

that

the

evid

ence

det

aile

d in t

his

Unit is

my

ow

n w

ork

and m

eets

the

requirem

ents

of

the

Nat

ional

Occ

upat

ional

Sta

ndar

ds.

Can

did

ate

signat

ure

:____________________________________________________________

D

ate:

___________________

I co

nfirm

that

the

candid

ate

has

ach

ieve

d a

ll th

e re

quirem

ents

of th

is U

nit.

Ass

esso

r si

gnat

ure

:_____________________________________________________________

D

ate:

___________________

Counte

rsig

nin

g a

sses

sor

signat

ure

(if a

pplic

able

):_____________________________________

D

ate:

___________________

I co

nfirm

that

the

candid

ate’

s sa

mple

d w

ork

mee

ts t

he

stan

dar

ds

spec

ifie

d f

or

this

Unit a

nd m

ay b

e pre

sente

d for

exte

rnal

ver

ific

atio

n.

Inte

rnal

ver

ifie

r si

gnat

ure

:________________________________________________________

D

ate:

___________________

Counte

rsig

nin

g inte

rnal

ver

ifie

r (i

f ap

plic

able

):________________________________________

D

ate:

___________________

N029875 – Candidate Logbook – SVQ2 in Front of House at SCQF Level 5 –

Issue 2 – April 2013 © Pearson Education Limited 2013

128

Element 2FOH3/10.2

Confirm, cancel and amend bookings

What you must cover

C1 Customers (at least one from)

a) with routine requests

b) with special needs

C4 Booking systems (at least one from)

a) computerised systems

b) manual systems

c) on−line systems

C5 Booking amendments and cancellations (at least one from)

a) change bookings

b) cancel bookings

N029875 –

Can

did

ate

Logbook

– S

VQ

2 in F

ront

of H

ouse

at

SCQ

F Le

vel 5 –

Issu

e 2 –

April 2013 ©

Pea

rson E

duca

tion L

imited

2013

129

What

you

must

do

To a

chie

ve t

his

ele

men

t yo

u m

ust

giv

e su

ffic

ient

evid

ence

to d

emonst

rate

your

com

pet

ence

for

each

sta

ndar

d.

Pra

ctic

al

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

To m

eet

the

nat

ional

st

andar

d y

ou m

ust

:

5

Dea

l w

ith

cust

om

ers

in a

polit

e an

d h

elpfu

l m

anner

at

all tim

es

6

Dea

l w

ith

confirm

atio

ns

in t

he

booki

ng s

yste

m

7

Iden

tify

, ch

eck

and f

ollo

w u

p

unco

nfirm

ed b

ooki

ngs

in t

he

booki

ng s

yste

m

N029875 –

Can

did

ate

Logbook

– S

VQ

2 in F

ront

of H

ouse

at

SCQ

F Le

vel 5 –

Issu

e 2 –

April 2013 ©

Pea

rson E

duca

tion L

imited

2013

130

Pra

ctic

al

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

To m

eet

the

nat

ional

st

andar

d y

ou m

ust

:

8

Dea

l w

ith b

ooki

ng

amen

dm

ents

and

cance

llations

and

mai

nta

in r

ecord

s of

booki

ngs

in lin

e w

ith

your

org

anis

atio

n’s

pro

cedure

s

N029875 –

Can

did

ate

Logbook

– S

VQ

2 in F

ront

of H

ouse

at

SCQ

F Le

vel 5 –

Issu

e 2 –

April 2013 ©

Pea

rson E

duca

tion L

imited

2013

131

Elem

ent:

2FO

H3/1

0.2

C

onfi

rm,

cance

l an

d am

end

boo

kings

Wh

at

yo

u m

ust

co

ver:

(Ass

ess

or

to r

eco

rd r

an

ge w

ith

refe

ren

ce t

o e

lem

en

t

req

uir

em

en

ts)

Pra

ctic

al

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

C1

Cu

sto

mers

a W

ith r

outine

reques

ts

b

With s

pec

ial nee

ds

C4

Bo

okin

g s

yst

em

s

a Com

pute

rise

d

syst

ems

b

Man

ual

sys

tem

s

c O

n-l

ine

syst

ems

C5

Bo

okin

g

am

en

dm

en

ts a

nd

ca

nce

llati

on

s

a Chan

ge

book

ings

b

Can

cel booki

ngs

N029875 –

Can

did

ate

Logbook

– S

VQ

2 in F

ront

of H

ouse

at

SCQ

F Le

vel 5 –

Issu

e 2 –

April 2013 ©

Pea

rson E

duca

tion L

imited

2013

132

Ad

dit

ion

al evid

en

ce (

if a

pp

lica

ble

):

O =

dir

ect

ob

serv

ati

on

of

the learn

er’

s p

erf

orm

an

ce b

y t

heir

ass

ess

or

PD

= p

rofe

ssio

nal d

iscu

ssio

n

Q&

A =

ou

tco

mes

fro

m o

ral o

r w

ritt

en

qu

est

ion

ing

A

= a

ssig

nm

en

t, p

roje

ct/

case

stu

die

s

P =

pro

du

cts

of

the learn

er’

s w

ork

W

T =

au

then

tic

state

men

ts/

wit

ness

test

imo

ny

RA

= p

ers

on

al st

ate

men

ts a

nd

/o

r re

flect

ive a

cco

un

ts

EP

W =

exp

ert

wit

ness

test

imo

ny

Co

lum

n

key:

S =

ou

tco

me f

rom

sim

ula

tio

n,

wh

ere

perm

itte

d b

y t

he

ass

ess

men

t st

rate

gy

RP

L =

evid

en

ce o

f re

cog

nit

ion

of

pri

or

learn

ing

N029875 –

Can

did

ate

Logbook

– S

VQ

2 in F

ront

of H

ouse

at

SCQ

F Le

vel 5 –

Issu

e 2 –

April 2013 ©

Pea

rson E

duca

tion L

imited

2013

133

I co

nfirm

that

the

evid

ence

det

aile

d in t

his

Unit is

my

ow

n w

ork

and m

eets

the

requirem

ents

of

the

Nat

ional

Occ

upat

ional

sta

ndar

ds.

Can

did

ate

signat

ure

:____________________________________________________________

D

ate:

___________________

I co

nfirm

that

the

candid

ate

has

ach

ieve

d a

ll th

e re

quirem

ents

of th

is U

nit.

Ass

esso

r si

gnat

ure

:_____________________________________________________________

D

ate:

___________________

Counte

rsig

nin

g a

sses

sor

signat

ure

(if a

pplic

able

):_____________________________________

D

ate:

___________________

I co

nfirm

that

the

candid

ate’

s sa

mple

d w

ork

mee

ts t

he

stan

dar

ds

spec

ifie

d f

or

this

Unit a

nd m

ay b

e pre

sente

d for

exte

rnal

ver

ific

atio

n.

Inte

rnal

ver

ifie

r si

gnat

ure

:________________________________________________________

D

ate:

___________________

Counte

rsig

nin

g inte

rnal

ver

ifie

r (i

f ap

plic

able

):________________________________________

D

ate:

___________________

N029875 – Candidate Logbook – SVQ2 in Front of House at SCQF Level 5 –

Issue 2 – April 2013 © Pearson Education Limited 2013

134

N029875 – Candidate Logbook – SVQ2 in Front of House at SCQF Level 5 –

Issue 2 – April 2013 © Pearson Education Limited 2013

135

Unit 7: Prepare customer accounts and deal with departures

Unit code: 2FOH4/10

Unit credit: 4

SCQF Unit level: 5

Introduction

This unit is about maintaining customer accounts by entering charges and adjustments onto the account. It also covers dealing with departing customers by completing the relevant documentation and procedures, and recording customer comments.

When you have completed this unit, you will have proved you can:

2FOH4/10.1 Prepare and maintain customer accounts

2FOH4/10.2 Deal with the departure of customers.

N029875 –

Can

did

ate

Logbook

– S

VQ

2 in F

ront

of H

ouse

at

SCQ

F Le

vel 5 –

Issu

e 2 –

April 2013 ©

Pea

rson E

duca

tion L

imited

2013

136

What

you

must

know

To a

chie

ve t

his

ele

men

t yo

u m

ust

giv

e su

ffic

ient

evid

ence

to d

emonst

rate

your

know

ledge

and u

nder

stan

din

g f

or

each

sta

ndar

d.

Kn

ow

led

ge

Typ

e o

f evid

en

ce

Date

For

the

whol

e unit

K1

Your

org

anis

atio

n’s

sta

ndar

ds

for

cust

om

er c

are

and w

hy

it is

import

ant

to f

ollo

w t

hes

e

K2

Bas

ic leg

al re

quirem

ents

rel

atin

g t

o p

repar

ing a

nd m

ainta

inin

g c

ust

om

er a

ccounts

K3

Your

org

anis

atio

n’s

pro

cedure

s fo

r cu

stom

er a

ccou

nts

and w

hy

it is

impor

tant

to f

ollo

w t

hes

e

For

Ele

men

t 2FO

H4/1

0.1

Pre

par

e an

d m

ainta

in c

ust

om

er a

ccounts

K4

Why

cust

omer

acc

ounts

must

be

updat

ed r

egula

rly

with c

har

ges

and a

dju

stm

ents

K5

Why

it is

import

ant

to g

ive

accu

rate

ver

bal

and w

ritt

en info

rmat

ion t

o c

ust

om

ers

K6

Why

cust

omer

acc

ounts

must

be

secu

red f

rom

unau

thorise

d a

cces

s

K7

The

types

of

unex

pec

ted s

ituat

ions

and p

roble

ms

that

may

occ

ur

with c

ust

om

er a

ccounts

and

how

to d

eal w

ith t

hes

e co

rrec

tly

N029875 –

Can

did

ate

Logbook

– S

VQ

2 in F

ront

of H

ouse

at

SCQ

F Le

vel 5 –

Issu

e 2 –

April 2013 ©

Pea

rson E

duca

tion L

imited

2013

137

Kn

ow

led

ge

Typ

e o

f evid

en

ce

Date

For

Ele

men

t 2FO

H4/1

0.2

Dea

l w

ith t

he

dep

artu

re o

f cu

stom

ers

K8

Bas

ic leg

al re

quirem

ents

rel

atin

g t

o a

ccom

modat

ion,

goods

and s

ervi

ces

for

sale

K9

Saf

e an

d h

ygie

nic

work

ing p

ract

ices

when

dea

ling w

ith t

he

dep

artu

re o

f cu

stom

ers

K10

Your

org

anis

atio

n’s

pro

cedure

s fo

r cu

stom

er d

epar

ture

s

K11

Why

com

pla

ints

, co

mm

ents

and s

ugges

tions

should

be

reco

rded

and f

ed b

ack

to t

he

appro

priat

e per

son/d

epar

tmen

t

K12

Why

det

ails

of

any

extr

a ch

arges

should

be

avai

lable

to t

he

cust

om

er

K13

The

types

of

unex

pec

ted s

ituat

ions

and p

roble

ms

that

may

occ

ur

with c

ust

om

er d

epar

ture

s an

d

how

to d

eal w

ith t

hes

e co

rrec

tly

K14

Opport

unitie

s to

pro

mot

e th

e org

anis

atio

n w

hen

the

cust

om

er is

leav

ing

N029875 –

Can

did

ate

Logbook

– S

VQ

2 in F

ront

of H

ouse

at

SCQ

F Le

vel 5 –

Issu

e 2 –

April 2013 ©

Pea

rson E

duca

tion L

imited

2013

138

Ad

dit

ion

al evid

en

ce (

if a

pp

lica

ble

):

O =

dir

ect

ob

serv

ati

on

of

the learn

er’

s p

erf

orm

an

ce b

y t

heir

ass

ess

or

PD

= p

rofe

ssio

nal d

iscu

ssio

n

Q&

A =

ou

tco

mes

fro

m o

ral o

r w

ritt

en

qu

est

ion

ing

A

= a

ssig

nm

en

t, p

roje

ct/

case

stu

die

s

P =

pro

du

cts

of

the learn

er’

s w

ork

W

T =

au

then

tic

state

men

ts/

wit

ness

test

imo

ny

RA

= p

ers

on

al st

ate

men

ts a

nd

/o

r re

flect

ive a

cco

un

ts

EP

W =

exp

ert

wit

ness

test

imo

ny

Co

lum

n

key:

S =

ou

tco

me f

rom

sim

ula

tio

n,

wh

ere

perm

itte

d b

y t

he

ass

ess

men

t st

rate

gy

RP

L =

evid

en

ce o

f re

cog

nit

ion

of

pri

or

learn

ing

N029875 –

Can

did

ate

Logbook

– S

VQ

2 in F

ront

of H

ouse

at

SCQ

F Le

vel 5 –

Issu

e 2 –

April 2013 ©

Pea

rson E

duca

tion L

imited

2013

139

I co

nfirm

that

the

evid

ence

det

aile

d in t

his

Unit is

my

ow

n w

ork

and m

eets

the

requirem

ents

of

the

Nat

ional

Occ

upat

ional

sta

ndar

ds.

Can

did

ate

signat

ure

:____________________________________________________________

D

ate:

___________________

I co

nfirm

that

the

candid

ate

has

ach

ieve

d a

ll th

e re

quirem

ents

of th

is U

nit.

Ass

esso

r si

gnat

ure

:_____________________________________________________________

D

ate:

___________________

Counte

rsig

nin

g a

sses

sor

signat

ure

(if a

pplic

able

):_____________________________________

D

ate:

___________________

I co

nfirm

that

the

candid

ate’

s sa

mple

d w

ork

mee

ts t

he

stan

dar

ds

spec

ifie

d f

or

this

Unit a

nd m

ay b

e pre

sente

d for

exte

rnal

ver

ific

atio

n.

Inte

rnal

ver

ifie

r si

gnat

ure

:________________________________________________________

D

ate:

___________________

Counte

rsig

nin

g inte

rnal

ver

ifie

r (i

f ap

plic

able

):________________________________________

D

ate:

___________________

N029875 – Candidate Logbook – SVQ2 in Front of House at SCQF Level 5 –

Issue 2 – April 2013 © Pearson Education Limited 2013

140

Element 2FOH4/10.1

Prepare and maintain customer accounts

What you must cover

C1 Account systems (at least one from)

a) computerised systems

b) manual systems

c) online systems

C2 Account adjustments (at least two from)

a) charges

b) allowances/discounts

c) refunds

d) deposits/pre-payments

e) transfers

N029875 –

Can

did

ate

Logbook

– S

VQ

2 in F

ront

of H

ouse

at

SCQ

F Le

vel 5 –

Issu

e 2 –

April 2013 ©

Pea

rson E

duca

tion L

imited

2013

141

What

you

must

do

To a

chie

ve t

his

ele

men

t yo

u m

ust

giv

e su

ffic

ient

evid

ence

to d

emonst

rate

your

com

pet

ence

for

each

sta

ndar

d.

Pra

ctic

al

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

To m

eet

the

nat

ional

st

andar

d y

ou m

ust

:

1

Ente

r ch

arges

re

gula

rly

and

accu

rate

ly a

gai

nst

cu

stom

er a

ccounts

in

the

acco

unt

syst

em

2

Rec

ord

any

acco

unt

adju

stm

ents

ac

cura

tely

agai

nst

cu

stom

er a

ccounts

3

File

and s

tore

ac

count

docu

men

ts

corr

ectly

at a

ll tim

es

4

Com

ple

te

cust

om

er a

ccounts

for

the

cust

om

er

unau

thorise

d p

eople

5

Mak

e su

re

cust

om

er a

ccounts

ca

nnot

be

acce

ssed

by

unau

thorise

d p

eople

N029875 –

Can

did

ate

Logbook

– S

VQ

2 in F

ront

of H

ouse

at

SCQ

F Le

vel 5 –

Issu

e 2 –

April 2013 ©

Pea

rson E

duca

tion L

imited

2013

142

Elem

ent:

2FO

H1/1

0.1

Pre

pare

and m

ainta

in c

ust

omer

acc

ounts

Wh

at

yo

u m

ust

co

ver:

(Ass

ess

or

to r

eco

rd r

an

ge w

ith

refe

ren

ce t

o e

lem

en

t

req

uir

em

en

ts)

Pra

ctic

al

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

C1

Acc

ou

nt

syst

em

s

a Com

pute

rise

d

syst

ems

b

Man

ual

sys

tem

s

c O

nlin

e sy

stem

s

C2

Acc

ou

nt

ad

just

men

ts

a ch

arges

b

allo

wan

ces/

dis

counts

c re

funds

d

dep

osi

ts/

pre

-pay

men

ts

e tr

ansf

ers

N029875 –

Can

did

ate

Logbook

– S

VQ

2 in F

ront

of H

ouse

at

SCQ

F Le

vel 5 –

Issu

e 2 –

April 2013 ©

Pea

rson E

duca

tion L

imited

2013

143

Ad

dit

ion

al evid

en

ce (

if a

pp

lica

ble

):

O =

dir

ect

ob

serv

ati

on

of

the learn

er’

s p

erf

orm

an

ce b

y t

heir

ass

ess

or

PD

= p

rofe

ssio

nal d

iscu

ssio

n

Q&

A =

ou

tco

mes

fro

m o

ral o

r w

ritt

en

qu

est

ion

ing

A

= a

ssig

nm

en

t, p

roje

ct/

case

stu

die

s

P =

pro

du

cts

of

the learn

er’

s w

ork

W

T =

au

then

tic

state

men

ts/

wit

ness

test

imo

ny

RA

= p

ers

on

al st

ate

men

ts a

nd

/o

r re

flect

ive a

cco

un

ts

EP

W =

exp

ert

wit

ness

test

imo

ny

Co

lum

n

key:

S =

ou

tco

me f

rom

sim

ula

tio

n,

wh

ere

perm

itte

d b

y t

he

ass

ess

men

t st

rate

gy

RP

L =

evid

en

ce o

f re

cog

nit

ion

of

pri

or

learn

ing

N029875 –

Can

did

ate

Logbook

– S

VQ

2 in F

ront

of H

ouse

at

SCQ

F Le

vel 5 –

Issu

e 2 –

April 2013 ©

Pea

rson E

duca

tion L

imited

2013

144

I co

nfirm

that

the

evid

ence

det

aile

d in t

his

Unit is

my

ow

n w

ork

and m

eets

the

requirem

ents

of

the

Nat

ional

Occ

upat

ional

sta

ndar

ds.

Can

did

ate

signat

ure

:____________________________________________________________

D

ate:

___________________

I co

nfirm

that

the

candid

ate

has

ach

ieve

d a

ll th

e re

quirem

ents

of th

is U

nit.

Ass

esso

r si

gnat

ure

:_____________________________________________________________

D

ate:

___________________

Counte

rsig

nin

g a

sses

sor

signat

ure

(if a

pplic

able

):_____________________________________

D

ate:

___________________

I co

nfirm

that

the

candid

ate’

s sa

mple

d w

ork

mee

ts t

he

stan

dar

ds

spec

ifie

d f

or

this

Unit a

nd m

ay b

e pre

sente

d for

exte

rnal

ver

ific

atio

n.

Inte

rnal

ver

ifie

r si

gnat

ure

:________________________________________________________

D

ate:

___________________

Counte

rsig

nin

g inte

rnal

ver

ifie

r (i

f ap

plic

able

):________________________________________

D

ate:

___________________

N029875 – Candidate Logbook – SVQ2 in Front of House at SCQF Level 5 –

Issue 2 – April 2013 © Pearson Education Limited 2013

145

Element 2FOH4/10.2

Deal with the departure of customers

What you must cover

C3 Customer accounts (at least one from)

a) those where part payment is required

b) those where full payment is required

c) those where the account does not require immediate settlement

C4 Account or booking system (at least one from)

a) computerised

b) manual

c) online systems

N029875 –

Can

did

ate

Logbook

– S

VQ

2 in F

ront

of H

ouse

at

SCQ

F Le

vel 5 –

Issu

e 2 –

April 2013 ©

Pea

rson E

duca

tion L

imited

2013

146

What

you

must

do

To a

chie

ve t

his

ele

men

t yo

u m

ust

giv

e su

ffic

ient

evid

ence

to d

emonst

rate

your

com

pet

ence

for

each

sta

ndar

d.

Pra

ctic

al

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

To m

eet

the

nat

ional

st

andar

d y

ou m

ust

:

6

Prep

are

docu

men

ts a

nd o

ther

nec

essa

ry ite

ms

bef

ore

the

cust

om

er

dep

arts

7

Pres

ent

the

acco

unt

to t

he

cust

om

er f

or

confirm

atio

n

8

Chec

k cu

stom

er

acco

unt

det

ails

and

reques

t pay

men

t as

re

quired

9

Com

ple

te

docu

men

tation a

nd

dea

l w

ith it

usi

ng t

he

corr

ect

acco

unt

or

booki

ng s

yste

m

N029875 –

Can

did

ate

Logbook

– S

VQ

2 in F

ront

of H

ouse

at

SCQ

F Le

vel 5 –

Issu

e 2 –

April 2013 ©

Pea

rson E

duca

tion L

imited

2013

147

Pra

ctic

al

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

To m

eet

the

nat

ional

st

andar

d y

ou m

ust

:

10 C

om

ple

te a

ll oth

er

pro

cedure

s fo

r cu

stom

er d

epar

ture

s

11 R

ecord

cust

om

er

com

men

ts,

com

pla

ints

an

d s

ugges

tions

and

feed

them

bac

k to

the

appro

priat

e per

son o

r dep

artm

ent

12 P

rom

ote

es

tablis

hm

ent

serv

ices

an

d f

acili

ties

as

appro

priat

e

N029875 –

Can

did

ate

Logbook

– S

VQ

2 in F

ront

of H

ouse

at

SCQ

F Le

vel 5 –

Issu

e 2 –

April 2013 ©

Pea

rson E

duca

tion L

imited

2013

148

Elem

ent:

2FO

H4/1

0.2

D

eal w

ith t

he

dep

artu

re o

f cu

stom

ers

Wh

at

yo

u m

ust

co

ver:

(Ass

ess

or

to r

eco

rd r

an

ge w

ith

refe

ren

ce t

o e

lem

en

t

req

uir

em

en

ts)

Pra

ctic

al

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

C1

Cu

sto

mer

acc

ou

nts

a th

ose

wher

e par

t pay

men

t is

re

quired

b

those

wher

e fu

ll pay

men

t is

re

quired

c th

ose

wher

e th

e ac

count

does

not

require

imm

edia

te

pay

men

t

C2

Acc

ou

nt

or

boo

kin

g

syst

em

a co

mpute

rise

d

b

man

ual

c onlin

e sy

stem

s

N029875 –

Can

did

ate

Logbook

– S

VQ

2 in F

ront

of H

ouse

at

SCQ

F Le

vel 5 –

Issu

e 2 –

April 2013 ©

Pea

rson E

duca

tion L

imited

2013

149

Ad

dit

ion

al evid

en

ce (

if a

pp

lica

ble

):

O =

dir

ect

ob

serv

ati

on

of

the learn

er’

s p

erf

orm

an

ce b

y t

heir

ass

ess

or

PD

= p

rofe

ssio

nal d

iscu

ssio

n

Q&

A =

ou

tco

mes

fro

m o

ral o

r w

ritt

en

qu

est

ion

ing

A

= a

ssig

nm

en

t, p

roje

ct/

case

stu

die

s

P =

pro

du

cts

of

the learn

er’

s w

ork

W

T =

au

then

tic

state

men

ts/

wit

ness

test

imo

ny

RA

= p

ers

on

al st

ate

men

ts a

nd

/o

r re

flect

ive a

cco

un

ts

EP

W =

exp

ert

wit

ness

test

imo

ny

Co

lum

n

key:

S =

ou

tco

me f

rom

sim

ula

tio

n,

wh

ere

perm

itte

d b

y t

he

ass

ess

men

t st

rate

gy

RP

L =

evid

en

ce o

f re

cog

nit

ion

of

pri

or

learn

ing

N029875 –

Can

did

ate

Logbook

– S

VQ

2 in F

ront

of H

ouse

at

SCQ

F Le

vel 5 –

Issu

e 2 –

April 2013 ©

Pea

rson E

duca

tion L

imited

2013

150

I co

nfirm

that

the

evid

ence

det

aile

d in t

his

Unit is

my

ow

n w

ork

and m

eets

the

requirem

ents

of

the

Nat

ional

Occ

upat

ional

sta

ndar

ds.

Can

did

ate

signat

ure

:____________________________________________________________

D

ate:

___________________

I co

nfirm

that

the

candid

ate

has

ach

ieve

d a

ll th

e re

quirem

ents

of th

is U

nit.

Ass

esso

r si

gnat

ure

:_____________________________________________________________

D

ate:

___________________

Counte

rsig

nin

g a

sses

sor

signat

ure

(if a

pplic

able

):_____________________________________

D

ate:

___________________

I co

nfirm

that

the

candid

ate’

s sa

mple

d w

ork

mee

ts t

he

stan

dar

ds

spec

ifie

d f

or

this

Unit a

nd m

ay b

e pre

sente

d for

exte

rnal

ver

ific

atio

n.

Inte

rnal

ver

ifie

r si

gnat

ure

:________________________________________________________

D

ate:

___________________

Counte

rsig

nin

g inte

rnal

ver

ifie

r (i

f ap

plic

able

):________________________________________

D

ate:

___________________

N029875 – Candidate Logbook – SVQ2 in Front of House at SCQF Level 5 –

Issue 2 – April 2013 © Pearson Education Limited 2013

151

Unit 8: Provide tourism information services to customers

Unit code: 2FOH11/10

Unit credit: 5

SCQF Unit level: 5

Introduction

Customers visiting your premises will often have a range of enquiries regarding what is available to see and do while they are there. This unit is about providing tourism information to your guests. To do this you must be able to identify what it is your customers want and to source and provide that information.

When you have completed this unit, you will have proved you can:

2FOH11/10.1 Work with customers on their tourism information needs

2FOH11/10.2 Seek tourism information and offer advice to customers.

What some of the words in this unit mean

Open questions

These are questions that often start with what, where, who, when and how and stimulate answers that give you information

Active listening skills

For example making and maintaining eye contact, nodding and smiling

Advice

Adapting the information you are giving to meet individual requirements

Charges

Examples include publications for which there is a charge; premium telephone lines to information providers; fees to booking agencies; non-commissionable flights, etc

Electronic sources

Examples are internet, intranet and computer-based files

Alternative ways to help your customer

Examples are making a telephone call to find more detailed and or specific information, arranging for further information to be forwarded direct to your customer, referring them to another organisation etc

Organisations

Examples are tourist information centres, visitor information centres, contact centres, tourism bureaux, visitor attractions, tour operators. It could also refer to your own business, if self-employed

N029875 –

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did

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152

What

you

must

know

To a

chie

ve t

his

ele

men

t yo

u m

ust

giv

e su

ffic

ient

evid

ence

to d

emonst

rate

your

know

ledge

and u

nder

stan

din

g f

or

each

sta

ndar

d.

Kn

ow

led

ge

Typ

e o

f evid

en

ce

For

Ele

men

t 2FO

H11/1

0.1

Work

with c

ust

om

ers

on t

hei

r to

urism

info

rmat

ion n

eeds

K1

Why

it is

import

ant

to b

e hel

pfu

l an

d p

olit

e

K2

When

and h

ow

to u

se o

pen

ques

tion t

echniq

ues

eff

ective

ly

K3

Why

usi

ng a

ctiv

e lis

tenin

g s

kills

is

hel

pfu

l to

your

cust

om

er

K4

Why

it is

esse

ntial

to c

onfirm

your

cust

om

ers’

nee

ds

K5

Why

it is

import

ant

to c

hec

k yo

ur

cust

om

er is

hap

py

with y

our

serv

ice

and h

ow

to

dea

l w

ith a

ny

dis

satisf

action

K6

Hav

e kn

owle

dge

of

wher

e in

form

atio

n a

nd s

ourc

es a

re a

vaila

ble

and h

ow

you

can

acc

ess

them

K7

What

tourism

info

rmat

ion y

our

org

anis

atio

n p

oss

esse

s an

d w

her

e th

is is

store

d

K8

Be

awar

e of

any

dis

counts

and/o

r ar

rangem

ents

you

r org

anis

atio

n m

ay h

ave

neg

otiat

ed w

ith t

ourism

org

anis

atio

ns

K9

What

info

rmat

ion is

avai

lable

without

char

ge

and w

hat

info

rmat

ion is

avai

lable

with a

char

ge

K10

How

to o

rgan

ise

your

cust

om

ers

in a

man

ner

that

ensu

res

all cu

stom

ers

will

be

dea

lt w

ith e

ffec

tive

ly

N029875 –

Can

did

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Logbook

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2 in F

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at

SCQ

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Issu

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April 2013 ©

Pea

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tion L

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2013

153

Kn

ow

led

ge

Typ

e o

f evid

en

ce

For

Ele

men

t 2FO

H11/1

0.2

See

k to

urism

info

rmat

ion a

nd o

ffer

advi

ce t

o c

ust

om

ers

K11

How

to a

cces

s an

d u

se a

ran

ge

of diffe

rent

info

rmat

ion s

ourc

es

K12

A r

ange

of oth

er e

xter

nal

org

anis

atio

ns

that

pro

vide

tourism

info

rmat

ion a

nd h

ow

to c

onta

ct t

hem

K13

Your

com

pan

y’s

pro

cedure

s w

ith r

egar

d t

o b

ooki

ng f

ees,

lia

bili

ties

and b

illin

g c

ust

om

ers

K14

How

to e

ffec

tive

ly s

truct

ure

advi

ce a

nd w

hat

lim

itat

ions

ther

e ar

e to

the

advi

ce y

ou p

rovi

de

K15

The

rele

vant

par

ts o

f th

e dis

abili

ty d

iscr

imin

atio

n leg

isla

tion a

nd its

im

plic

atio

ns

when

giv

ing a

dvi

ce a

nd

info

rmat

ion t

o c

ust

om

ers

K16

What

met

hods

are

avai

lable

for

pro

vidin

g w

ritt

en o

r printe

d info

rmat

ion t

o c

ust

om

ers

K17

Met

hods

for

polit

ely

concl

udin

g c

ust

om

er inte

ract

ions

N029875 –

Can

did

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Issu

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April 2013 ©

Pea

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tion L

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2013

154

Ad

dit

ion

al evid

en

ce (

if a

pp

lica

ble

):

O =

dir

ect

ob

serv

ati

on

of

the learn

er’

s p

erf

orm

an

ce b

y t

heir

ass

ess

or

PD

= p

rofe

ssio

nal d

iscu

ssio

n

Q&

A =

ou

tco

mes

fro

m o

ral o

r w

ritt

en

qu

est

ion

ing

A

= a

ssig

nm

en

t, p

roje

ct/

case

stu

die

s

P =

pro

du

cts

of

the learn

er’

s w

ork

W

T =

au

then

tic

state

men

ts/

wit

ness

test

imo

ny

RA

= p

ers

on

al st

ate

men

ts a

nd

/o

r re

flect

ive a

cco

un

ts

EP

W =

exp

ert

wit

ness

test

imo

ny

Co

lum

n

key:

S =

ou

tco

me f

rom

sim

ula

tio

n,

wh

ere

perm

itte

d b

y t

he

ass

ess

men

t st

rate

gy

RP

L =

evid

en

ce o

f re

cog

nit

ion

of

pri

or

learn

ing

N029875 –

Can

did

ate

Logbook

– S

VQ

2 in F

ront

of H

ouse

at

SCQ

F Le

vel 5 –

Issu

e 2 –

April 2013 ©

Pea

rson E

duca

tion L

imited

2013

155

I co

nfirm

that

the

evid

ence

det

aile

d in t

his

Unit is

my

ow

n w

ork

and m

eets

the

requirem

ents

of

the

Nat

ional

Occ

upat

ional

sta

ndar

ds.

Can

did

ate

signat

ure

:____________________________________________________________

D

ate:

___________________

I co

nfirm

that

the

candid

ate

has

ach

ieve

d a

ll th

e re

quirem

ents

of th

is U

nit.

Ass

esso

r si

gnat

ure

:_____________________________________________________________

D

ate:

___________________

Counte

rsig

nin

g a

sses

sor

signat

ure

(if a

pplic

able

):_____________________________________

D

ate:

___________________

I co

nfirm

that

the

candid

ate’

s sa

mple

d w

ork

mee

ts t

he

stan

dar

ds

spec

ifie

d f

or

this

Unit a

nd m

ay b

e pre

sente

d for

exte

rnal

ver

ific

atio

n.

Inte

rnal

ver

ifie

r si

gnat

ure

:________________________________________________________

D

ate:

___________________

Counte

rsig

nin

g inte

rnal

ver

ifie

r (i

f ap

plic

able

):________________________________________

D

ate:

___________________

N029875 – Candidate Logbook – SVQ2 in Front of House at SCQF Level 5 –

Issue 2 – April 2013 © Pearson Education Limited 2013

156

Element 2FOH11/10.1

Work with customers on their tourism information needs

What you must cover

C1 Information sources (at least three from)

a) electronic sources

b) brochures

c) directories

d) timetables

e) maps

f) guidebooks

g) external organisations

h) leaflets

N029875 –

Can

did

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Logbook

– S

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2 in F

ront

of H

ouse

at

SCQ

F Le

vel 5 –

Issu

e 2 –

April 2013 ©

Pea

rson E

duca

tion L

imited

2013

157

What

you

must

do

To a

chie

ve t

his

ele

men

t yo

u m

ust

giv

e su

ffic

ient

evid

ence

to d

emonst

rate

your

com

pet

ence

for

each

sta

ndar

d.

Pra

ctic

al

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

To m

eet

the

nat

ional

st

andar

d y

ou m

ust

:

1

Polit

ely

wel

com

e cu

stom

ers

2

Use

open

ques

tion

tech

niq

ues

to iden

tify

yo

ur

cust

omer

s’ n

eeds

3

Use

act

ive

liste

nin

g s

kills

when

id

entify

ing y

our

cust

om

ers’

nee

ds

4

Mak

e cl

ear

any

area

s yo

u a

re

unce

rtai

n o

f w

ith

your

cust

omer

if

appro

priat

e

N029875 –

Can

did

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Logbook

– S

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2 in F

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of H

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at

SCQ

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vel 5 –

Issu

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April 2013 ©

Pea

rson E

duca

tion L

imited

2013

158

Pra

ctic

al

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

To m

eet

the

nat

ional

st

andar

d y

ou m

ust

:

5

Confirm

with y

our

cust

om

er t

he

info

rmat

ion t

hey

re

quire

6

If a

ppro

priat

e,

ensu

re t

hat

your

cust

om

er is

will

ing t

o

pay

for

any

exte

rnal

to

urism

info

rmat

ion

serv

ices

7

Focu

s on

your

cust

om

ers’

nee

ds

while

rec

ognis

ing

oth

er c

ust

omer

s th

at

may

be

wai

ting

N029875 –

Can

did

ate

Logbook

– S

VQ

2 in F

ront

of H

ouse

at

SCQ

F Le

vel 5 –

Issu

e 2 –

April 2013 ©

Pea

rson E

duca

tion L

imited

2013

159

Elem

ent:

2FO

H11/1

0.1

W

ork

wit

h c

ust

omer

s on

thei

r to

uri

sm info

rmat

ion n

eeds

Wh

at

yo

u m

ust

co

ver:

(Ass

ess

or

to r

eco

rd r

an

ge w

ith

refe

ren

ce t

o e

lem

en

t

req

uir

em

en

ts)

Pra

ctic

al

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

C1

in

form

ati

on

so

urc

es

a Ele

ctro

nic

sourc

es

b

bro

chure

s

c direc

tories

d

tim

etab

les

e m

aps

f guid

ebooks

g

exte

rnal

org

anis

atio

ns

h

leaf

lets

N029875 –

Can

did

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Logbook

– S

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2 in F

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of H

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at

SCQ

F Le

vel 5 –

Issu

e 2 –

April 2013 ©

Pea

rson E

duca

tion L

imited

2013

160

Ad

dit

ion

al evid

en

ce (

if a

pp

lica

ble

):

O =

dir

ect

ob

serv

ati

on

of

the learn

er’

s p

erf

orm

an

ce b

y t

heir

ass

ess

or

PD

= p

rofe

ssio

nal d

iscu

ssio

n

Q&

A =

ou

tco

mes

fro

m o

ral o

r w

ritt

en

qu

est

ion

ing

A

= a

ssig

nm

en

t, p

roje

ct/

case

stu

die

s

P =

pro

du

cts

of

the learn

er’

s w

ork

W

T =

au

then

tic

state

men

ts/

wit

ness

test

imo

ny

RA

= p

ers

on

al st

ate

men

ts a

nd

/o

r re

flect

ive a

cco

un

ts

EP

W =

exp

ert

wit

ness

test

imo

ny

Co

lum

n

key:

S =

ou

tco

me f

rom

sim

ula

tio

n,

wh

ere

perm

itte

d b

y t

he

ass

ess

men

t st

rate

gy

RP

L =

evid

en

ce o

f re

cog

nit

ion

of

pri

or

learn

ing

N029875 –

Can

did

ate

Logbook

– S

VQ

2 in F

ront

of H

ouse

at

SCQ

F Le

vel 5 –

Issu

e 2 –

April 2013 ©

Pea

rson E

duca

tion L

imited

2013

161

I co

nfirm

that

the

evid

ence

det

aile

d in t

his

Unit is

my

ow

n w

ork

and m

eets

the

requirem

ents

of

the

Nat

ional

Occ

upat

ional

Sta

ndar

ds.

Can

did

ate

signat

ure

:____________________________________________________________

D

ate:

___________________

I co

nfirm

that

the

candid

ate

has

ach

ieve

d a

ll th

e re

quirem

ents

of th

is U

nit.

Ass

esso

r si

gnat

ure

:_____________________________________________________________

D

ate:

___________________

Counte

rsig

nin

g a

sses

sor

signat

ure

(if a

pplic

able

):_____________________________________

D

ate:

___________________

I co

nfirm

that

the

candid

ate’

s sa

mple

d w

ork

mee

ts t

he

stan

dar

ds

spec

ifie

d f

or

this

Unit a

nd m

ay b

e pre

sente

d for

exte

rnal

ver

ific

atio

n.

Inte

rnal

ver

ifie

r si

gnat

ure

:________________________________________________________

D

ate:

___________________

Counte

rsig

nin

g inte

rnal

ver

ifie

r (i

f ap

plic

able

):________________________________________

D

ate:

___________________

N029875 –

Can

did

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Logbook

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2 in F

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of H

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at

SCQ

F Le

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Issu

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April 2013 ©

Pea

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tion L

imited

2013

162

Elem

ent

2FO

H11/1

0.2

Seek t

ou

rism

in

form

ati

on

an

d o

ffer

ad

vic

e t

o c

ust

om

ers

What

you

must

do

To a

chie

ve t

his

ele

men

t yo

u m

ust

giv

e su

ffic

ient

evid

ence

to d

emonst

rate

your

com

pet

ence

for

each

sta

ndar

d.

Pra

ctic

al

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

To m

eet

the

nat

ional

st

andar

d y

ou m

ust

:

8

Iden

tify

sou

rces

th

at p

rovi

de

the

info

rmat

ion r

equired

by

your

cust

omer

9

Ensu

re t

hat

the

info

rmat

ion y

ou

iden

tify

is

accu

rate

, cu

rren

t an

d r

elat

es t

o

your

cust

omer

s’ n

eeds

10 P

rovi

de

rele

vant

info

rmat

ion a

nd

advi

ce t

o y

our

cust

om

er b

ased

on

thei

r nee

ds

N029875 –

Can

did

ate

Logbook

– S

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2 in F

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of H

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at

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F Le

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Issu

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April 2013 ©

Pea

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tion L

imited

2013

163

Pra

ctic

al

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

To m

eet

the

nat

ional

st

andar

d y

ou m

ust

:

11 C

lear

ly e

xpla

in a

ny

rest

rict

ions

with

info

rmat

ion a

nd/o

r pro

duct

s an

d s

ervi

ces

when

appro

priat

e

12 W

her

e se

vera

l options

are

avai

lable

to

your

cust

om

er,

offer

info

rmat

ion a

nd

advi

ce o

n t

hat

whic

h

you t

hin

k bes

t m

eets

th

eir

nee

ds

13 C

onfirm

polit

ely

with y

our

cust

om

ers

that

they

under

stan

d

the

info

rmat

ion a

nd

advi

ce y

ou h

ave

giv

en

them

N029875 –

Can

did

ate

Logbook

– S

VQ

2 in F

ront

of H

ouse

at

SCQ

F Le

vel 5 –

Issu

e 2 –

April 2013 ©

Pea

rson E

duca

tion L

imited

2013

164

Pra

ctic

al

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

To m

eet

the

nat

ional

st

andar

d y

ou m

ust

:

14 W

her

e ap

pro

priat

e, g

ive

the

cust

om

ers

writt

en

and/o

r printe

d

confirm

atio

n o

f th

e in

form

atio

n t

hey

hav

e so

ught

15 E

nsu

re t

hat

the

cust

om

er is

hap

py

with t

he

serv

ice

you

hav

e pro

vided

and

polit

ely

concl

ude

the

cust

om

er e

nquiry

N029875 –

Can

did

ate

Logbook

– S

VQ

2 in F

ront

of H

ouse

at

SCQ

F Le

vel 5 –

Issu

e 2 –

April 2013 ©

Pea

rson E

duca

tion L

imited

2013

165

Ad

dit

ion

al evid

en

ce (

if a

pp

lica

ble

):

O =

dir

ect

ob

serv

ati

on

of

the learn

er’

s p

erf

orm

an

ce b

y t

heir

ass

ess

or

PD

= p

rofe

ssio

nal d

iscu

ssio

n

Q&

A =

ou

tco

mes

fro

m o

ral o

r w

ritt

en

qu

est

ion

ing

A

= a

ssig

nm

en

t, p

roje

ct/

case

stu

die

s

P =

pro

du

cts

of

the learn

er’

s w

ork

W

T =

au

then

tic

state

men

ts/

wit

ness

test

imo

ny

RA

= p

ers

on

al st

ate

men

ts a

nd

/o

r re

flect

ive a

cco

un

ts

EP

W =

exp

ert

wit

ness

test

imo

ny

Co

lum

n

key:

S =

ou

tco

me f

rom

sim

ula

tio

n,

wh

ere

perm

itte

d b

y t

he

ass

ess

men

t st

rate

gy

RP

L =

evid

en

ce o

f re

cog

nit

ion

of

pri

or

learn

ing

N029875 –

Can

did

ate

Logbook

– S

VQ

2 in F

ront

of H

ouse

at

SCQ

F Le

vel 5 –

Issu

e 2 –

April 2013 ©

Pea

rson E

duca

tion L

imited

2013

166

I co

nfirm

that

the

evid

ence

det

aile

d in t

his

Unit is

my

ow

n w

ork

and m

eets

the

requirem

ents

of

the

Nat

ional

Occ

upat

ional

sta

ndar

ds.

Can

did

ate

signat

ure

:____________________________________________________________

D

ate:

___________________

I co

nfirm

that

the

candid

ate

has

ach

ieve

d a

ll th

e re

quirem

ents

of th

is U

nit.

Ass

esso

r si

gnat

ure

:_____________________________________________________________

D

ate:

___________________

Counte

rsig

nin

g a

sses

sor

signat

ure

(if a

pplic

able

):_____________________________________

D

ate:

___________________

I co

nfirm

that

the

candid

ate’

s sa

mple

d w

ork

mee

ts t

he

stan

dar

ds

spec

ifie

d f

or

this

Unit a

nd m

ay b

e pre

sente

d for

exte

rnal

ver

ific

atio

n.

Inte

rnal

ver

ifie

r si

gnat

ure

:________________________________________________________

D

ate:

___________________

Counte

rsig

nin

g inte

rnal

ver

ifie

r (i

f ap

plic

able

):________________________________________

D

ate:

___________________

N029875 – Candidate Logbook – SVQ2 in Front of House at SCQF Level 5 –

Issue 2 – April 2013 © Pearson Education Limited 2013

167

Unit 9: Produce documents in a business environment

Unit code: 2FOH5/10

Unit credit: 4

SCQF Unit level: 5

Introduction

This unit is about producing high-quality, attractive documents to agreed specifications.

This unit is Unit BAA211 in the Council for Administration Business and Administration suite of standards.

N029875 –

Can

did

ate

Logbook

– S

VQ

2 in F

ront

of H

ouse

at

SCQ

F Le

vel 5 –

Issu

e 2 –

April 2013 ©

Pea

rson E

duca

tion L

imited

2013

168

What

you

must

know

To a

chie

ve t

his

ele

men

t yo

u m

ust

giv

e su

ffic

ient

evid

ence

to d

emonst

rate

your

know

ledge

and u

nder

stan

din

g f

or

each

sta

ndar

d.

Kn

ow

led

ge

Typ

e o

f evid

en

ce

Date

For

the

whol

e unit

K1

The

purp

ose

and b

enef

its

of

pro

duci

ng h

igh-q

ual

ity

and a

ttra

ctiv

e doc

um

ents

K2

The

diffe

rent

types

of docu

men

ts t

hat

may

be

des

igned

and p

roduce

d a

nd d

ocu

men

t st

yles

that

co

uld

be

use

d

K3

The

diffe

rent

form

ats

in w

hic

h t

he

text

may

be

pre

sente

d

K4

The

purp

ose

and b

enef

its

of

agre

eing t

he

purp

ose

, co

nte

nt,

sty

le,

qual

ity

stan

dar

ds

and d

eadlin

e fo

r pro

duct

ion o

f th

e docu

men

t

K5

The

diffe

rent

types

of te

chnolo

gy

avai

lable

for

inputt

ing,

form

atting a

nd e

ditin

g t

ext

and t

hei

r m

ain f

eatu

res

K6

The

types

of

reso

urc

es n

eeded

to p

roduce

hig

h-q

ual

ity

and a

ttra

ctiv

e docu

men

ts

K7

How

to o

rgan

ise

conte

nt

nee

ded

for

the

docu

men

t

K8

How

to inte

gra

te a

nd lay

out

text

and n

on-t

ext

obje

cts

K9

How

to c

hec

k fo

r ac

cura

cy a

nd c

orr

ectn

ess −

incl

udin

g s

pel

ling,

gra

mm

ar a

nd p

unct

uat

ion –

an

d t

he

purp

ose

of

doin

g t

his

K10

The

purp

ose

of

storing t

he

docu

men

t sa

fely

and s

ecure

ly a

nd h

ow

to d

o s

o

K11

The

purp

ose

of

confiden

tial

ity

and d

ata

pro

tect

ion

K12

The

purp

ose

and b

enef

its

of

mee

ting d

eadlin

es

N029875 –

Can

did

ate

Logbook

– S

VQ

2 in F

ront

of H

ouse

at

SCQ

F Le

vel 5 –

Issu

e 2 –

April 2013 ©

Pea

rson E

duca

tion L

imited

2013

169

Ad

dit

ion

al evid

en

ce (

if a

pp

lica

ble

):

O =

dir

ect

ob

serv

ati

on

of

the learn

er’

s p

erf

orm

an

ce b

y t

heir

ass

ess

or

PD

= p

rofe

ssio

nal d

iscu

ssio

n

Q&

A =

ou

tco

mes

fro

m o

ral o

r w

ritt

en

qu

est

ion

ing

A

= a

ssig

nm

en

t, p

roje

ct/

case

stu

die

s

P =

pro

du

cts

of

the learn

er’

s w

ork

W

T =

au

then

tic

state

men

ts/

wit

ness

test

imo

ny

RA

= p

ers

on

al st

ate

men

ts a

nd

/o

r re

flect

ive a

cco

un

ts

EP

W =

exp

ert

wit

ness

test

imo

ny

Co

lum

n

key:

S =

ou

tco

me f

rom

sim

ula

tio

n,

wh

ere

perm

itte

d b

y t

he

ass

ess

men

t st

rate

gy

RP

L =

evid

en

ce o

f re

cog

nit

ion

of

pri

or

learn

ing

N029875 –

Can

did

ate

Logbook

– S

VQ

2 in F

ront

of H

ouse

at

SCQ

F Le

vel 5 –

Issu

e 2 –

April 2013 ©

Pea

rson E

duca

tion L

imited

2013

170

I co

nfirm

that

the

evid

ence

det

aile

d in t

his

Unit is

my

ow

n w

ork

and m

eets

the

requirem

ents

of

the

Nat

ional

Occ

upat

ional

Sta

ndar

ds.

Can

did

ate

signat

ure

:____________________________________________________________

D

ate:

___________________

I co

nfirm

that

the

candid

ate

has

ach

ieve

d a

ll th

e re

quirem

ents

of th

is U

nit.

Ass

esso

r si

gnat

ure

:_____________________________________________________________

D

ate:

___________________

Counte

rsig

nin

g a

sses

sor

signat

ure

(if a

pplic

able

):_____________________________________

D

ate:

___________________

I co

nfirm

that

the

candid

ate’

s sa

mple

d w

ork

mee

ts t

he

stan

dar

ds

spec

ifie

d f

or

this

Unit a

nd m

ay b

e pre

sente

d for

exte

rnal

ver

ific

atio

n.

Inte

rnal

ver

ifie

r si

gnat

ure

:________________________________________________________

D

ate:

___________________

Counte

rsig

nin

g inte

rnal

ver

ifie

r (i

f ap

plic

able

):________________________________________

D

ate:

___________________

N029875 –

Can

did

ate

Logbook

– S

VQ

2 in F

ront

of H

ouse

at

SCQ

F Le

vel 5 –

Issu

e 2 –

April 2013 ©

Pea

rson E

duca

tion L

imited

2013

171

What

you

must

do

To a

chie

ve t

his

ele

men

t yo

u m

ust

giv

e su

ffic

ient

evid

ence

to d

emonst

rate

your

com

pet

ence

for

each

sta

ndar

d.

Pra

ctic

al

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

To m

eet

the

nat

ional

st

andar

d y

ou m

ust

:

1

Confirm

the

purp

ose

, co

nte

nt,

st

yle

and d

eadlin

es

for

the

docu

men

t

2

Prep

are

the

required

res

ourc

es

3

Org

anis

e th

e re

quired

conte

nt

4

Use

ava

ilable

te

chnolo

gy

appro

priat

e to

the

docu

men

t bei

ng

pro

duce

d

5

Produce

the

docu

men

t in

the

agre

ed s

tyle

N029875 –

Can

did

ate

Logbook

– S

VQ

2 in F

ront

of H

ouse

at

SCQ

F Le

vel 5 –

Issu

e 2 –

April 2013 ©

Pea

rson E

duca

tion L

imited

2013

172

Pra

ctic

al

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

To m

eet

the

nat

ional

st

andar

d y

ou m

ust

:

6

Inte

gra

te n

on-t

ext

obje

cts

in t

he

agre

ed

layo

ut,

wher

e re

quired

7

Chec

k fo

r ac

cura

cy,

editin

g a

nd

corr

ecting t

ext

as

nec

essa

ry

8

Cla

rify

docu

men

t re

quirem

ents

, w

hen

nec

essa

ry

9

Sto

re t

he

docu

men

t sa

fely

and

secu

rely

in a

ppro

ved

loca

tions

N029875 –

Can

did

ate

Logbook

– S

VQ

2 in F

ront

of H

ouse

at

SCQ

F Le

vel 5 –

Issu

e 2 –

April 2013 ©

Pea

rson E

duca

tion L

imited

2013

173

Ad

dit

ion

al evid

en

ce (

if a

pp

lica

ble

):

O =

dir

ect

ob

serv

ati

on

of

the learn

er’

s p

erf

orm

an

ce b

y t

heir

ass

ess

or

PD

= p

rofe

ssio

nal d

iscu

ssio

n

Q&

A =

ou

tco

mes

fro

m o

ral o

r w

ritt

en

qu

est

ion

ing

A

= a

ssig

nm

en

t, p

roje

ct/

case

stu

die

s

P =

pro

du

cts

of

the learn

er’

s w

ork

W

T =

au

then

tic

state

men

ts/

wit

ness

test

imo

ny

RA

= p

ers

on

al st

ate

men

ts a

nd

/o

r re

flect

ive a

cco

un

ts

EP

W =

exp

ert

wit

ness

test

imo

ny

Co

lum

n

key:

S =

ou

tco

me f

rom

sim

ula

tio

n,

wh

ere

perm

itte

d b

y t

he

ass

ess

men

t st

rate

gy

RP

L =

evid

en

ce o

f re

cog

nit

ion

of

pri

or

learn

ing

N029875 –

Can

did

ate

Logbook

– S

VQ

2 in F

ront

of H

ouse

at

SCQ

F Le

vel 5 –

Issu

e 2 –

April 2013 ©

Pea

rson E

duca

tion L

imited

2013

174

I co

nfirm

that

the

evid

ence

det

aile

d in t

his

Unit is

my

ow

n w

ork

and m

eets

the

requirem

ents

of

the

Nat

ional

Occ

upat

ional

Sta

ndar

ds.

Can

did

ate

signat

ure

:____________________________________________________________

D

ate:

___________________

I co

nfirm

that

the

candid

ate

has

ach

ieve

d a

ll th

e re

quirem

ents

of th

is U

nit.

Ass

esso

r si

gnat

ure

:_____________________________________________________________

D

ate:

___________________

Counte

rsig

nin

g a

sses

sor

signat

ure

(if a

pplic

able

):_____________________________________

D

ate:

___________________

I co

nfirm

that

the

candid

ate’

s sa

mple

d w

ork

mee

ts t

he

stan

dar

ds

spec

ifie

d f

or

this

Unit a

nd m

ay b

e pre

sente

d for

exte

rnal

ver

ific

atio

n.

Inte

rnal

ver

ifie

r si

gnat

ure

:________________________________________________________

D

ate:

___________________

Counte

rsig

nin

g inte

rnal

ver

ifie

r (i

f ap

plic

able

):________________________________________

D

ate:

___________________

N029875 – Candidate Logbook – SVQ2 in Front of House at SCQF Level 5 –

Issue 2 – April 2013 © Pearson Education Limited 2013

175

Unit 10: Use office equipment

Unit code: 2FOH6/10

Unit credit: 3

SCQF Unit level: 4

Introduction

This unit is about how to use a range of office equipment (such as photocopiers, faxes, binders, laminators, printers or PCs), applying the necessary standards of health and safety and operating practice.

This unit is Unit BAA231 in the Council for Administration Business and Administration suite of standards.

N029875 –

Can

did

ate

Logbook

– S

VQ

2 in F

ront

of H

ouse

at

SCQ

F Le

vel 5 –

Issu

e 2 –

April 2013 ©

Pea

rson E

duca

tion L

imited

2013

176

What

you

must

know

To a

chie

ve t

his

ele

men

t yo

u m

ust

giv

e su

ffic

ient

evid

ence

to d

emonst

rate

your

know

ledge

and u

nder

stan

din

g f

or

each

sta

ndar

d.

Kn

ow

led

ge

Typ

e o

f evid

en

ce

Date

For

the

whol

e unit

K1

The

diffe

rent

types

of offic

e eq

uip

men

t, t

hei

r fe

ature

s an

d w

hat

they

can

be

use

d for

K2

How

to c

hoo

se e

quip

men

t an

d r

esourc

es t

hat

are

appro

priat

e fo

r th

e ta

sk

K3

The

reas

ons

for

follo

win

g m

anufa

cture

rs’ an

d o

rgan

isat

ional

inst

ruct

ions

when

oper

atin

g

equip

men

t

K4

How

to u

se d

iffe

rent

types

of

offic

e eq

uip

men

t sa

fely

K5

The

reas

ons

for

keep

ing w

aste

to a

min

imum

and h

ow

to d

o s

o

K6

The

reas

ons

for

keep

ing e

quip

men

t cl

ean a

nd h

ygie

nic

K7

The

reas

ons

for

follo

win

g m

anufa

cture

rs’ in

stru

ctio

ns

and o

rgan

isat

ional

pro

cedure

s w

hen

dea

ling w

ith e

quip

men

t fa

ults

K8

The

types

of

equip

men

t an

d r

esou

rce

faults

you a

re lik

ely

to e

xper

ience

and t

he

corr

ect

way

of

dea

ling w

ith t

hes

e

K9

The

purp

ose

of

mee

ting w

ork

stan

dar

ds

and d

eadlin

es

K10

The

purp

ose

of le

avin

g e

quip

men

t, r

esourc

es a

nd w

ork

are

a re

ady

for

the

nex

t use

r to

agre

ed

requirem

ents

N029875 –

Can

did

ate

Logbook

– S

VQ

2 in F

ront

of H

ouse

at

SCQ

F Le

vel 5 –

Issu

e 2 –

April 2013 ©

Pea

rson E

duca

tion L

imited

2013

177

Ad

dit

ion

al evid

en

ce (

if a

pp

lica

ble

):

O =

dir

ect

ob

serv

ati

on

of

the learn

er’

s p

erf

orm

an

ce b

y t

heir

ass

ess

or

PD

= p

rofe

ssio

nal d

iscu

ssio

n

Q&

A =

ou

tco

mes

fro

m o

ral o

r w

ritt

en

qu

est

ion

ing

A

= a

ssig

nm

en

t, p

roje

ct/

case

stu

die

s

P =

pro

du

cts

of

the learn

er’

s w

ork

W

T =

au

then

tic

state

men

ts/

wit

ness

test

imo

ny

RA

= p

ers

on

al st

ate

men

ts a

nd

/o

r re

flect

ive a

cco

un

ts

EP

W =

exp

ert

wit

ness

test

imo

ny

Co

lum

n

key:

S =

ou

tco

me f

rom

sim

ula

tio

n,

wh

ere

perm

itte

d b

y t

he

ass

ess

men

t st

rate

gy

RP

L =

evid

en

ce o

f re

cog

nit

ion

of

pri

or

learn

ing

N029875 –

Can

did

ate

Logbook

– S

VQ

2 in F

ront

of H

ouse

at

SCQ

F Le

vel 5 –

Issu

e 2 –

April 2013 ©

Pea

rson E

duca

tion L

imited

2013

178

I co

nfirm

that

the

evid

ence

det

aile

d in t

his

Unit is

my

ow

n w

ork

and m

eets

the

requirem

ents

of

the

Nat

ional

Occ

upat

ional

sta

ndar

ds.

Can

did

ate

signat

ure

:____________________________________________________________

D

ate:

___________________

I co

nfirm

that

the

candid

ate

has

ach

ieve

d a

ll th

e re

quirem

ents

of th

is U

nit.

Ass

esso

r si

gnat

ure

:_____________________________________________________________

D

ate:

___________________

Counte

rsig

nin

g a

sses

sor

signat

ure

(if a

pplic

able

):_____________________________________

D

ate:

___________________

I co

nfirm

that

the

candid

ate’

s sa

mple

d w

ork

mee

ts t

he

stan

dar

ds

spec

ifie

d f

or

this

Unit a

nd m

ay b

e pre

sente

d for

exte

rnal

ver

ific

atio

n.

Inte

rnal

ver

ifie

r si

gnat

ure

:________________________________________________________

D

ate:

___________________

Counte

rsig

nin

g inte

rnal

ver

ifie

r (i

f ap

plic

able

):________________________________________

D

ate:

___________________

N029875 –

Can

did

ate

Logbook

– S

VQ

2 in F

ront

of H

ouse

at

SCQ

F Le

vel 5 –

Issu

e 2 –

April 2013 ©

Pea

rson E

duca

tion L

imited

2013

179

What

you

must

do

To a

chie

ve t

his

ele

men

t yo

u m

ust

giv

e su

ffic

ient

evid

ence

to d

emonst

rate

your

com

pet

ence

for

each

sta

ndar

d.

Pra

ctic

al

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

To m

eet

the

nat

ional

st

andar

d y

ou m

ust

:

1

Loca

te a

nd s

elec

t th

e eq

uip

men

t an

d

reso

urc

es n

eeded

for

the

task

2

Follo

w

man

ufa

cture

r’s

and

org

anis

atio

nal

oper

atin

g inst

ruct

ions

and h

ealth a

nd s

afet

y re

quirem

ents

for

diffe

rent

equip

men

t

3

Was

te a

s fe

w

reso

urc

es a

s poss

ible

4

Kee

p t

he

equip

men

t cl

ean a

nd

hyg

ienic

N029875 –

Can

did

ate

Logbook

– S

VQ

2 in F

ront

of H

ouse

at

SCQ

F Le

vel 5 –

Issu

e 2 –

April 2013 ©

Pea

rson E

duca

tion L

imited

2013

180

Pra

ctic

al

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

To m

eet

the

nat

ional

st

andar

d y

ou m

ust

:

5

Dea

l w

ith

equip

men

t an

d

reso

urc

e pro

ble

ms

acco

rdin

g t

o

man

ufa

cture

r’s

and

org

anis

atio

nal

pro

cedure

s

6

Rep

ort

pro

ble

ms

you c

annot

dea

l w

ith

per

sonal

ly t

o t

he

appro

priat

e co

lleag

ue

7

Mak

e su

re t

he

final

w

ork

pro

duct

mee

ts

the

agre

ed

requirem

ents

8

Produce

the

work

pro

duct

within

agre

ed

tim

esca

les

9

Mak

e su

re t

he

equip

men

t, r

esourc

es

and w

ork

are

a ar

e re

ady

for

the

nex

t use

r

N029875 –

Can

did

ate

Logbook

– S

VQ

2 in F

ront

of H

ouse

at

SCQ

F Le

vel 5 –

Issu

e 2 –

April 2013 ©

Pea

rson E

duca

tion L

imited

2013

181

Ad

dit

ion

al evid

en

ce (

if a

pp

lica

ble

):

O =

dir

ect

ob

serv

ati

on

of

the learn

er’

s p

erf

orm

an

ce b

y t

heir

ass

ess

or

PD

= p

rofe

ssio

nal d

iscu

ssio

n

Q&

A =

ou

tco

mes

fro

m o

ral o

r w

ritt

en

qu

est

ion

ing

A

= a

ssig

nm

en

t, p

roje

ct/

case

stu

die

s

P =

pro

du

cts

of

the learn

er’

s w

ork

W

T =

au

then

tic

state

men

ts/

wit

ness

test

imo

ny

RA

= p

ers

on

al st

ate

men

ts a

nd

/o

r re

flect

ive a

cco

un

ts

EP

W =

exp

ert

wit

ness

test

imo

ny

Co

lum

n

key:

S =

ou

tco

me f

rom

sim

ula

tio

n,

wh

ere

perm

itte

d b

y t

he

ass

ess

men

t st

rate

gy

RP

L =

evid

en

ce o

f re

cog

nit

ion

of

pri

or

learn

ing

N029875 –

Can

did

ate

Logbook

– S

VQ

2 in F

ront

of H

ouse

at

SCQ

F Le

vel 5 –

Issu

e 2 –

April 2013 ©

Pea

rson E

duca

tion L

imited

2013

182

I co

nfirm

that

the

evid

ence

det

aile

d in t

his

Unit is

my

ow

n w

ork

and m

eets

the

requirem

ents

of

the

Nat

ional

Occ

upat

ional

sta

ndar

ds.

Can

did

ate

signat

ure

:____________________________________________________________

D

ate:

___________________

I co

nfirm

that

the

candid

ate

has

ach

ieve

d a

ll th

e re

quirem

ents

of th

is U

nit.

Ass

esso

r si

gnat

ure

:_____________________________________________________________

D

ate:

___________________

Counte

rsig

nin

g a

sses

sor

signat

ure

(if a

pplic

able

):_____________________________________

D

ate:

___________________

I co

nfirm

that

the

candid

ate’

s sa

mple

d w

ork

mee

ts t

he

stan

dar

ds

spec

ifie

d f

or

this

Unit a

nd m

ay b

e pre

sente

d for

exte

rnal

ver

ific

atio

n.

Inte

rnal

ver

ifie

r si

gnat

ure

:________________________________________________________

D

ate:

___________________

Counte

rsig

nin

g inte

rnal

ver

ifie

r (i

f ap

plic

able

):________________________________________

D

ate:

___________________

N029875 – Candidate Logbook – SVQ2 in Front of House at SCQF Level 5 –

Issue 2 – April 2013 © Pearson Education Limited 2013

183

Unit 11: Prepare to communicate in a business environment

Unit code: 2FOH7/10

Unit credit: 3

SCQF Unit level: 5

Introduction

This unit is about preparing how to communicate both verbally and in writing within a business environment.

This unit is Unit BAA614 in the Council for Administration Business and Administration suite of standards.

N029875 –

Can

did

ate

Logbook

– S

VQ

2 in F

ront

of H

ouse

at

SCQ

F Le

vel 5 –

Issu

e 2 –

April 2013 ©

Pea

rson E

duca

tion L

imited

2013

184

What

you

must

know

To a

chie

ve t

his

ele

men

t yo

u m

ust

giv

e su

ffic

ient

evid

ence

to d

emonst

rate

your

know

ledge

and u

nder

stan

din

g f

or

each

sta

ndar

d.

Kn

ow

led

ge

Typ

e o

f evid

en

ce

Date

Plan

com

munic

atio

n

K1

The

reas

ons

for

iden

tify

ing t

he

purp

ose

of

com

munic

atio

n a

nd t

he

audie

nce

K2

Met

hods

of co

mm

unic

atio

n a

nd s

ituat

ions

in w

hic

h t

o u

se t

hem

Com

munic

ate

in w

riting

K3

Rel

evan

t so

urc

es o

f in

form

atio

n

K4

How

to u

se lan

guag

e ap

pro

priat

e to

the

audie

nce

, th

e ch

ose

n c

om

munic

atio

n m

ethod a

nd t

he

purp

ose

of

the

com

munic

atio

n

K5

How

to o

rgan

ise,

str

uct

ure

and p

rese

nt

info

rmat

ion f

or

the

audie

nce

K6

How

to c

hec

k th

e ac

cura

cy o

f in

form

atio

n

K7

How

to u

se g

ram

mar

, punct

uat

ion a

nd s

pel

ling a

ccura

tely

K8

The

princi

ple

s of

Plai

n E

nglis

h

K9

The

reas

ons

for

pro

ofr

eadin

g o

r ch

ecki

ng w

ork

K10

How

to r

ecog

nis

e w

hen

work

is

urg

ent

or

import

ant

K11

The

org

anis

atio

nal

pro

cedure

s fo

r filin

g c

om

munic

atio

ns

Com

munic

ate

verb

ally

K12

How

to p

rese

nt

info

rmat

ion a

nd idea

s cl

early

K13

Way

s of co

ntr

ibuting t

o d

iscu

ssio

ns

that

will

hel

p t

o m

ove

them

forw

ard

K14

Met

hods

of ac

tive

lis

tenin

g

K15

The

reas

ons

for

sum

mar

isin

g c

om

munic

atio

n

N029875 –

Can

did

ate

Logbook

– S

VQ

2 in F

ront

of H

ouse

at

SCQ

F Le

vel 5 –

Issu

e 2 –

April 2013 ©

Pea

rson E

duca

tion L

imited

2013

185

Kn

ow

led

ge

Typ

e o

f evid

en

ce

Date

Aft

er c

om

munic

atio

n

K16

How

to s

eek

feed

bac

k on w

het

her

the

com

munic

atio

n a

chie

ved its

purp

ose

K17

The

valu

e of

ref

lect

ing o

n t

he

outc

om

es o

f co

mm

unic

atio

n a

nd o

f id

entify

ing w

ays

to furt

her

dev

elop c

om

munic

atio

n s

kills

N029875 –

Can

did

ate

Logbook

– S

VQ

2 in F

ront

of H

ouse

at

SCQ

F Le

vel 5 –

Issu

e 2 –

April 2013 ©

Pea

rson E

duca

tion L

imited

2013

186

Ad

dit

ion

al evid

en

ce (

if a

pp

lica

ble

):

O =

dir

ect

ob

serv

ati

on

of

the learn

er’

s p

erf

orm

an

ce b

y t

heir

ass

ess

or

PD

= p

rofe

ssio

nal d

iscu

ssio

n

Q&

A =

ou

tco

mes

fro

m o

ral o

r w

ritt

en

qu

est

ion

ing

A

= a

ssig

nm

en

t, p

roje

ct/

case

stu

die

s

P =

pro

du

cts

of

the learn

er’

s w

ork

W

T =

au

then

tic

state

men

ts/

wit

ness

test

imo

ny

RA

= p

ers

on

al st

ate

men

ts a

nd

/o

r re

flect

ive a

cco

un

ts

EP

W =

exp

ert

wit

ness

test

imo

ny

Co

lum

n

key:

S =

ou

tco

me f

rom

sim

ula

tio

n,

wh

ere

perm

itte

d b

y t

he

ass

ess

men

t st

rate

gy

RP

L =

evid

en

ce o

f re

cog

nit

ion

of

pri

or

learn

ing

N029875 –

Can

did

ate

Logbook

– S

VQ

2 in F

ront

of H

ouse

at

SCQ

F Le

vel 5 –

Issu

e 2 –

April 2013 ©

Pea

rson E

duca

tion L

imited

2013

187

I co

nfirm

that

the

evid

ence

det

aile

d in t

his

Unit is

my

ow

n w

ork

and m

eets

the

requirem

ents

of

the

Nat

ional

Occ

upat

ional

sta

ndar

ds.

Can

did

ate

signat

ure

:____________________________________________________________

D

ate:

___________________

I co

nfirm

that

the

candid

ate

has

ach

ieve

d a

ll th

e re

quirem

ents

of th

is U

nit.

Ass

esso

r si

gnat

ure

:_____________________________________________________________

D

ate:

___________________

Counte

rsig

nin

g a

sses

sor

signat

ure

(if a

pplic

able

):_____________________________________

D

ate:

___________________

I co

nfirm

that

the

candid

ate’

s sa

mple

d w

ork

mee

ts t

he

stan

dar

ds

spec

ifie

d f

or

this

Unit a

nd m

ay b

e pre

sente

d for

exte

rnal

ver

ific

atio

n.

Inte

rnal

ver

ifie

r si

gnat

ure

:________________________________________________________

D

ate:

___________________

Counte

rsig

nin

g inte

rnal

ver

ifie

r (i

f ap

plic

able

):________________________________________

D

ate:

___________________

N029875 –

Can

did

ate

Logbook

– S

VQ

2 in F

ront

of H

ouse

at

SCQ

F Le

vel 5 –

Issu

e 2 –

April 2013 ©

Pea

rson E

duca

tion L

imited

2013

188

Pla

n c

omm

unic

atio

n 2FO

H7/1

0.1

What

you

must

do

To a

chie

ve t

his

ele

men

t yo

u m

ust

giv

e su

ffic

ient

evid

ence

to d

emonst

rate

your

com

pet

ence

for

each

sta

ndar

d.

Pra

ctic

al

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

To m

eet

the

nat

ional

st

andar

d y

ou m

ust

:

1

Iden

tify

the

purp

ose

of

the

com

munic

atio

n a

nd

the

audie

nce

2

Dec

ide

whic

h

met

hod o

f co

mm

unic

atio

n t

o u

se

N029875 –

Can

did

ate

Logbook

– S

VQ

2 in F

ront

of H

ouse

at

SCQ

F Le

vel 5 –

Issu

e 2 –

April 2013 ©

Pea

rson E

duca

tion L

imited

2013

189

Ad

dit

ion

al evid

en

ce (

if a

pp

lica

ble

):

O =

dir

ect

ob

serv

ati

on

of

the learn

er’

s p

erf

orm

an

ce b

y t

heir

ass

ess

or

PD

= p

rofe

ssio

nal d

iscu

ssio

n

Q&

A =

ou

tco

mes

fro

m o

ral o

r w

ritt

en

qu

est

ion

ing

A

= a

ssig

nm

en

t, p

roje

ct/

case

stu

die

s

P =

pro

du

cts

of

the learn

er’

s w

ork

W

T =

au

then

tic

state

men

ts/

wit

ness

test

imo

ny

RA

= p

ers

on

al st

ate

men

ts a

nd

/o

r re

flect

ive a

cco

un

ts

EP

W =

exp

ert

wit

ness

test

imo

ny

Co

lum

n

key:

S =

ou

tco

me f

rom

sim

ula

tio

n,

wh

ere

perm

itte

d b

y t

he

ass

ess

men

t st

rate

gy

RP

L =

evid

en

ce o

f re

cog

nit

ion

of

pri

or

learn

ing

N029875 –

Can

did

ate

Logbook

– S

VQ

2 in F

ront

of H

ouse

at

SCQ

F Le

vel 5 –

Issu

e 2 –

April 2013 ©

Pea

rson E

duca

tion L

imited

2013

190

I co

nfirm

that

the

evid

ence

det

aile

d in t

his

Unit is

my

ow

n w

ork

and m

eets

the

requirem

ents

of

the

Nat

ional

Occ

upat

ional

Sta

ndar

ds.

Can

did

ate

signat

ure

:____________________________________________________________

D

ate:

___________________

I co

nfirm

that

the

candid

ate

has

ach

ieve

d a

ll th

e re

quirem

ents

of th

is U

nit.

Ass

esso

r si

gnat

ure

:_____________________________________________________________

D

ate:

___________________

Counte

rsig

nin

g a

sses

sor

signat

ure

(if a

pplic

able

):_____________________________________

D

ate:

___________________

I co

nfirm

that

the

candid

ate’

s sa

mple

d w

ork

mee

ts t

he

stan

dar

ds

spec

ifie

d f

or

this

Unit a

nd m

ay b

e pre

sente

d for

exte

rnal

ver

ific

atio

n.

Inte

rnal

ver

ifie

r si

gnat

ure

:________________________________________________________

D

ate:

___________________

Counte

rsig

nin

g inte

rnal

ver

ifie

r (i

f ap

plic

able

):________________________________________

D

ate:

___________________

N029875 –

Can

did

ate

Logbook

– S

VQ

2 in F

ront

of H

ouse

at

SCQ

F Le

vel 5 –

Issu

e 2 –

April 2013 ©

Pea

rson E

duca

tion L

imited

2013

191

Com

munic

ate

in w

riti

ng

2FO

H7/1

0.2

What

you

must

do

To a

chie

ve t

his

ele

men

t yo

u m

ust

giv

e su

ffic

ient

evid

ence

to d

emonst

rate

your

com

pet

ence

for

each

sta

ndar

d.

Pra

ctic

al

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

To m

eet

the

nat

ional

st

andar

d y

ou m

ust

:

3

Find a

nd s

elec

t in

form

atio

n t

hat

su

pport

s th

e purp

ose

of

the

com

munic

atio

n

4

Org

anis

e,

stru

cture

and p

rese

nt

info

rmat

ion t

o s

uit t

he

audie

nce

’s n

eeds

and

what

you

wan

t to

say

5

Confirm

and r

ead

writt

en m

ater

ial th

at

conta

ins

info

rmat

ion

that

is

nee

ded

6

Ext

ract

the

mai

n

poin

ts n

eeded

fro

m

writt

en m

ater

ial

N029875 –

Can

did

ate

Logbook

– S

VQ

2 in F

ront

of H

ouse

at

SCQ

F Le

vel 5 –

Issu

e 2 –

April 2013 ©

Pea

rson E

duca

tion L

imited

2013

192

Pra

ctic

al

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

To m

eet

the

nat

ional

st

andar

d y

ou m

ust

:

7

Use

acc

ura

te

gra

mm

ar,

punct

uat

ion

and s

pel

ling

8

Proofr

ead o

r ch

eck

work

and m

ake

any

nec

essa

ry

amen

dm

ents

9

Produce

the

com

munic

atio

n t

o

mee

t dea

dlin

es

reco

gnis

ing t

he

diffe

rence

bet

wee

n

what

is

import

ant

and

what

is

urg

ent

10 K

eep a

file

copy

of

all co

mm

unic

atio

n

N029875 –

Can

did

ate

Logbook

– S

VQ

2 in F

ront

of H

ouse

at

SCQ

F Le

vel 5 –

Issu

e 2 –

April 2013 ©

Pea

rson E

duca

tion L

imited

2013

193

Ad

dit

ion

al evid

en

ce (

if a

pp

lica

ble

):

O =

dir

ect

ob

serv

ati

on

of

the learn

er’

s p

erf

orm

an

ce b

y t

heir

ass

ess

or

PD

= p

rofe

ssio

nal d

iscu

ssio

n

Q&

A =

ou

tco

mes

fro

m o

ral o

r w

ritt

en

qu

est

ion

ing

A

= a

ssig

nm

en

t, p

roje

ct/

case

stu

die

s

P =

pro

du

cts

of

the learn

er’

s w

ork

W

T =

au

then

tic

state

men

ts/

wit

ness

test

imo

ny

RA

= p

ers

on

al st

ate

men

ts a

nd

/o

r re

flect

ive a

cco

un

ts

EP

W =

exp

ert

wit

ness

test

imo

ny

Co

lum

n

key:

S =

ou

tco

me f

rom

sim

ula

tio

n,

wh

ere

perm

itte

d b

y t

he

ass

ess

men

t st

rate

gy

RP

L =

evid

en

ce o

f re

cog

nit

ion

of

pri

or

learn

ing

N029875 –

Can

did

ate

Logbook

– S

VQ

2 in F

ront

of H

ouse

at

SCQ

F Le

vel 5 –

Issu

e 2 –

April 2013 ©

Pea

rson E

duca

tion L

imited

2013

194

I co

nfirm

that

the

evid

ence

det

aile

d in t

his

Unit is

my

ow

n w

ork

and m

eets

the

requirem

ents

of

the

Nat

ional

Occ

upat

ional

Sta

ndar

ds.

Can

did

ate

signat

ure

:____________________________________________________________

D

ate:

___________________

I co

nfirm

that

the

candid

ate

has

ach

ieve

d a

ll th

e re

quirem

ents

of th

is U

nit.

Ass

esso

r si

gnat

ure

:_____________________________________________________________

D

ate:

___________________

Counte

rsig

nin

g a

sses

sor

signat

ure

(if a

pplic

able

):_____________________________________

D

ate:

___________________

I co

nfirm

that

the

candid

ate’

s sa

mple

d w

ork

mee

ts t

he

stan

dar

ds

spec

ifie

d f

or

this

Unit a

nd m

ay b

e pre

sente

d for

exte

rnal

ver

ific

atio

n.

Inte

rnal

ver

ifie

r si

gnat

ure

:________________________________________________________

D

ate:

___________________

Counte

rsig

nin

g inte

rnal

ver

ifie

r (i

f ap

plic

able

):________________________________________

D

ate:

___________________

N029875 –

Can

did

ate

Logbook

– S

VQ

2 in F

ront

of H

ouse

at

SCQ

F Le

vel 5 –

Issu

e 2 –

April 2013 ©

Pea

rson E

duca

tion L

imited

2013

195

Com

munic

ate

verb

ally

2FO

H7/1

0.3

What

you

must

do

To a

chie

ve t

his

ele

men

t yo

u m

ust

giv

e su

ffic

ient

evid

ence

to d

emonst

rate

your

com

pet

ence

for

each

sta

ndar

d.

Pra

ctic

al

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

To m

eet

the

nat

ional

st

andar

d y

ou m

ust

:

11 P

rese

nt

info

rmat

ion a

nd idea

s cl

early

to o

ther

s

12 M

ake

contr

ibutions

to d

iscu

ssio

ns

that

hel

p t

o m

ove

the

dis

cuss

ion f

orw

ard

13 L

iste

n a

ctiv

ely

to

info

rmat

ion t

hat

oth

er p

eople

are

co

mm

unic

atin

g a

nd

resp

ond a

ppro

priat

ely

N029875 –

Can

did

ate

Logbook

– S

VQ

2 in F

ront

of H

ouse

at

SCQ

F Le

vel 5 –

Issu

e 2 –

April 2013 ©

Pea

rson E

duca

tion L

imited

2013

196

Pra

ctic

al

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

To m

eet

the

nat

ional

st

andar

d y

ou m

ust

:

14 A

sk r

elev

ant

ques

tions

to c

larify

an

ythin

g n

ot

under

stood

15 S

um

mar

ise

the

com

munic

atio

n w

ith

the

per

son/p

eople

bei

ng c

om

munic

ated

w

ith t

o m

ake

sure

the

mea

nin

g h

as b

een

under

stood

N029875 –

Can

did

ate

Logbook

– S

VQ

2 in F

ront

of H

ouse

at

SCQ

F Le

vel 5 –

Issu

e 2 –

April 2013 ©

Pea

rson E

duca

tion L

imited

2013

197

Ad

dit

ion

al evid

en

ce (

if a

pp

lica

ble

):

O =

dir

ect

ob

serv

ati

on

of

the learn

er’

s p

erf

orm

an

ce b

y t

heir

ass

ess

or

PD

= p

rofe

ssio

nal d

iscu

ssio

n

Q&

A =

ou

tco

mes

fro

m o

ral o

r w

ritt

en

qu

est

ion

ing

A

= a

ssig

nm

en

t, p

roje

ct/

case

stu

die

s

P =

pro

du

cts

of

the learn

er’

s w

ork

W

T =

au

then

tic

state

men

ts/

wit

ness

test

imo

ny

RA

= p

ers

on

al st

ate

men

ts a

nd

/o

r re

flect

ive a

cco

un

ts

EP

W =

exp

ert

wit

ness

test

imo

ny

Co

lum

n

key:

S =

ou

tco

me f

rom

sim

ula

tio

n,

wh

ere

perm

itte

d b

y t

he

ass

ess

men

t st

rate

gy

RP

L =

evid

en

ce o

f re

cog

nit

ion

of

pri

or

learn

ing

N029875 –

Can

did

ate

Logbook

– S

VQ

2 in F

ront

of H

ouse

at

SCQ

F Le

vel 5 –

Issu

e 2 –

April 2013 ©

Pea

rson E

duca

tion L

imited

2013

198

I co

nfirm

that

the

evid

ence

det

aile

d in t

his

Unit is

my

ow

n w

ork

and m

eets

the

requirem

ents

of

the

Nat

ional

Occ

upat

ional

Sta

ndar

ds.

Can

did

ate

signat

ure

:____________________________________________________________

D

ate:

___________________

I co

nfirm

that

the

candid

ate

has

ach

ieve

d a

ll th

e re

quirem

ents

of th

is U

nit.

Ass

esso

r si

gnat

ure

:_____________________________________________________________

D

ate:

___________________

Counte

rsig

nin

g a

sses

sor

signat

ure

(if a

pplic

able

):_____________________________________

D

ate:

___________________

I co

nfirm

that

the

candid

ate’

s sa

mple

d w

ork

mee

ts t

he

stan

dar

ds

spec

ifie

d f

or

this

Unit a

nd m

ay b

e pre

sente

d for

exte

rnal

ver

ific

atio

n.

Inte

rnal

ver

ifie

r si

gnat

ure

:________________________________________________________

D

ate:

___________________

Counte

rsig

nin

g inte

rnal

ver

ifie

r (i

f ap

plic

able

):________________________________________

D

ate:

___________________

N029875 –

Can

did

ate

Logbook

– S

VQ

2 in F

ront

of H

ouse

at

SCQ

F Le

vel 5 –

Issu

e 2 –

April 2013 ©

Pea

rson E

duca

tion L

imited

2013

199

Aft

er c

omm

unic

atio

n 2FO

H7/1

0.4

What

you

must

do

To a

chie

ve t

his

ele

men

t yo

u m

ust

giv

e su

ffic

ient

evid

ence

to d

emonst

rate

your

com

pet

ence

for

each

sta

ndar

d.

Pra

ctic

al

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

To m

eet

the

nat

ional

st

andar

d y

ou m

ust

:

16 S

eek

feed

bac

k

on w

het

her

the

com

munic

atio

n

achie

ved its

purp

ose

17 R

efle

ct o

n

the

outc

om

es o

f co

mm

unic

atio

n

and iden

tify

way

s

to d

evel

op

com

munic

atio

n

skill

s fu

rther

N029875 –

Can

did

ate

Logbook

– S

VQ

2 in F

ront

of H

ouse

at

SCQ

F Le

vel 5 –

Issu

e 2 –

April 2013 ©

Pea

rson E

duca

tion L

imited

2013

200

Ad

dit

ion

al evid

en

ce (

if a

pp

lica

ble

):

O =

dir

ect

ob

serv

ati

on

of

the learn

er’

s p

erf

orm

an

ce b

y t

heir

ass

ess

or

PD

= p

rofe

ssio

nal d

iscu

ssio

n

Q&

A =

ou

tco

mes

fro

m o

ral o

r w

ritt

en

qu

est

ion

ing

A

= a

ssig

nm

en

t, p

roje

ct/

case

stu

die

s

P =

pro

du

cts

of

the learn

er’

s w

ork

W

T =

au

then

tic

state

men

ts/

wit

ness

test

imo

ny

RA

= p

ers

on

al st

ate

men

ts a

nd

/o

r re

flect

ive a

cco

un

ts

EP

W =

exp

ert

wit

ness

test

imo

ny

Co

lum

n

key:

S =

ou

tco

me f

rom

sim

ula

tio

n,

wh

ere

perm

itte

d b

y t

he

ass

ess

men

t st

rate

gy

RP

L =

evid

en

ce o

f re

cog

nit

ion

of

pri

or

learn

ing

N029875 –

Can

did

ate

Logbook

– S

VQ

2 in F

ront

of H

ouse

at

SCQ

F Le

vel 5 –

Issu

e 2 –

April 2013 ©

Pea

rson E

duca

tion L

imited

2013

201

I co

nfirm

that

the

evid

ence

det

aile

d in t

his

Unit is

my

ow

n w

ork

and m

eets

the

requirem

ents

of

the

Nat

ional

Occ

upat

ional

Sta

ndar

ds.

Can

did

ate

signat

ure

:____________________________________________________________

D

ate:

___________________

I co

nfirm

that

the

candid

ate

has

ach

ieve

d a

ll th

e re

quirem

ents

of th

is U

nit.

Ass

esso

r si

gnat

ure

:_____________________________________________________________

D

ate:

___________________

Counte

rsig

nin

g a

sses

sor

signat

ure

(if a

pplic

able

):_____________________________________

D

ate:

___________________

I co

nfirm

that

the

candid

ate’

s sa

mple

d w

ork

mee

ts t

he

stan

dar

ds

spec

ifie

d f

or

this

Unit a

nd m

ay b

e pre

sente

d for

exte

rnal

ver

ific

atio

n.

Inte

rnal

ver

ifie

r si

gnat

ure

:________________________________________________________

D

ate:

___________________

Counte

rsig

nin

g inte

rnal

ver

ifie

r (i

f ap

plic

able

):________________________________________

D

ate:

___________________

N029875 – Candidate Logbook – SVQ2 in Front of House at SCQF Level 5 –

Issue 2 – April 2013 © Pearson Education Limited 2013

202

N029875 – Candidate Logbook – SVQ2 in Front of House at SCQF Level 5 –

Issue 2 – April 2013 © Pearson Education Limited 2013

203

Unit 12: Handle mail and book external services

Unit code: 2FOH8/10

Unit credit: 3

SCQF Unit level: 5

Introduction

This unit is about collecting, sorting and distributing mail and booking external services such as transport.

When you have completed this unit, you will have proved you can:

2FOH8/10.1 Handle mail and messages

2FOH8/10.2 Book external services

N029875 –

Can

did

ate

Logbook

– S

VQ

2 in F

ront

of H

ouse

at

SCQ

F Le

vel 5 –

Issu

e 2 –

April 2013 ©

Pea

rson E

duca

tion L

imited

2013

204

What

you

must

know

To a

chie

ve t

his

ele

men

t yo

u m

ust

giv

e su

ffic

ient

evid

ence

to d

emonst

rate

your

know

ledge

and u

nder

stan

din

g f

or

each

sta

ndar

d.

Kn

ow

led

ge

Typ

e o

f evid

en

ce

Date

For

the

whol

e unit

K1

Why

it is

import

ant

to d

eal w

ith e

very

one

you c

om

munic

ate

with p

olit

ely

and h

elpfu

lly

For

Ele

men

t 2FO

H8/1

0.1

Han

dle

mai

l an

d m

essa

ges

K2

Legal

req

uirem

ents

for

han

dlin

g m

ail an

d m

essa

ges

K3

Saf

e an

d h

ygie

nic

work

ing p

ract

ices

when

han

dlin

g m

ail, m

essa

ges

and w

ritt

en c

omm

unic

atio

ns

K4

Your

org

anis

atio

n’s

pro

cedure

s fo

r han

dlin

g a

nd d

istr

ibuting m

ail an

d w

hy

thes

e ar

e im

port

ant

K5

Why

susp

icio

us

item

s sh

ould

be

report

ed im

med

iate

ly

K6

Why

writt

en c

om

munic

atio

ns

shou

ld b

e se

cure

d a

gai

nst

unau

thorise

d a

cces

s

K7

What

the

pro

cedure

s ar

e fo

r re

cord

ed d

eliv

ery

and r

egis

tere

d m

ail

K8

The

type

of unex

pec

ted s

ituat

ions

and p

roble

ms

that

may

occ

ur

and h

ow

to d

eal w

ith t

hes

e

For

Ele

men

t 2FO

H8/1

0.2

Book

exte

rnal

ser

vice

s

K9

The

types

of

serv

ices

you m

ay b

e as

ked t

o boo

k an

d t

he

pro

cedure

s yo

u s

hould

follo

w

K10

Why

it is

import

ant

to g

ive

accu

rate

ver

bal

and w

ritt

en info

rmat

ion t

o c

ust

om

ers

K11

Why

confirm

atio

n a

nd d

eposi

ts a

re r

equired

fro

m c

ust

om

ers

K12

The

type

of unex

pec

ted s

ituat

ions

and p

roble

ms

that

may

occ

ur

and h

ow

to d

eal w

ith t

hes

e

N029875 –

Can

did

ate

Logbook

– S

VQ

2 in F

ront

of H

ouse

at

SCQ

F Le

vel 5 –

Issu

e 2 –

April 2013 ©

Pea

rson E

duca

tion L

imited

2013

205

Ad

dit

ion

al evid

en

ce (

if a

pp

lica

ble

):

O =

dir

ect

ob

serv

ati

on

of

the learn

er’

s p

erf

orm

an

ce b

y t

heir

ass

ess

or

PD

= p

rofe

ssio

nal d

iscu

ssio

n

Q&

A =

ou

tco

mes

fro

m o

ral o

r w

ritt

en

qu

est

ion

ing

A

= a

ssig

nm

en

t, p

roje

ct/

case

stu

die

s

P =

pro

du

cts

of

the learn

er’

s w

ork

W

T =

au

then

tic

state

men

ts/

wit

ness

test

imo

ny

RA

= p

ers

on

al st

ate

men

ts a

nd

/o

r re

flect

ive a

cco

un

ts

EP

W =

exp

ert

wit

ness

test

imo

ny

Co

lum

n

key:

S =

ou

tco

me f

rom

sim

ula

tio

n,

wh

ere

perm

itte

d b

y t

he

ass

ess

men

t st

rate

gy

RP

L =

evid

en

ce o

f re

cog

nit

ion

of

pri

or

learn

ing

N029875 –

Can

did

ate

Logbook

– S

VQ

2 in F

ront

of H

ouse

at

SCQ

F Le

vel 5 –

Issu

e 2 –

April 2013 ©

Pea

rson E

duca

tion L

imited

2013

206

I co

nfirm

that

the

evid

ence

det

aile

d in t

his

Unit is

my

ow

n w

ork

and m

eets

the

requirem

ents

of

the

Nat

ional

Occ

upat

ional

Sta

ndar

ds.

Can

did

ate

signat

ure

:____________________________________________________________

D

ate:

___________________

I co

nfirm

that

the

candid

ate

has

ach

ieve

d a

ll th

e re

quirem

ents

of th

is U

nit.

Ass

esso

r si

gnat

ure

:_____________________________________________________________

D

ate:

___________________

Counte

rsig

nin

g a

sses

sor

signat

ure

(if a

pplic

able

):_____________________________________

D

ate:

___________________

I co

nfirm

that

the

candid

ate’

s sa

mple

d w

ork

mee

ts t

he

stan

dar

ds

spec

ifie

d f

or

this

Unit a

nd m

ay b

e pre

sente

d for

exte

rnal

ver

ific

atio

n.

Inte

rnal

ver

ifie

r si

gnat

ure

:________________________________________________________

D

ate:

___________________

Counte

rsig

nin

g inte

rnal

ver

ifie

r (i

f ap

plic

able

):________________________________________

D

ate:

___________________

N029875 – Candidate Logbook – SVQ2 in Front of House at SCQF Level 5 –

Issue 2 – April 2013 © Pearson Education Limited 2013

207

Element 2FOH8/10.1

Handle mail and messages

What you must cover

C1 Mail (at least one from)

a) letters

b) parcels

c) registered or courier delivered post

d) electronic

C2 Messages (at least two from)

a) faxes

b) emails

c) typed/handwritten memos

N029875 –

Can

did

ate

Logbook

– S

VQ

2 in F

ront

of H

ouse

at

SCQ

F Le

vel 5 –

Issu

e 2 –

April 2013 ©

Pea

rson E

duca

tion L

imited

2013

208

What

you

must

do

To a

chie

ve t

his

ele

men

t yo

u m

ust

giv

e su

ffic

ient

evid

ence

to d

emonst

rate

your

com

pet

ence

for

each

sta

ndar

d.

Pra

ctic

al

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

To m

eet

the

nat

ional

st

andar

d y

ou m

ust

:

1

Colle

ct m

ail an

d

mes

sages

2

Sort

and d

istr

ibute

m

ail an

d m

essa

ges

to

the

corr

ect

per

son o

r pla

ce

3

Dea

l w

ith m

ail an

d

mes

sages

whic

h h

ave

not

bee

n c

olle

cted

and

dis

trib

ute

d in lin

e w

ith

work

pla

ce p

roce

dure

s

4

Mak

e su

re t

hat

m

ail an

d m

essa

ges

ar

e ke

pt

secu

re

N029875 –

Can

did

ate

Logbook

– S

VQ

2 in F

ront

of H

ouse

at

SCQ

F Le

vel 5 –

Issu

e 2 –

April 2013 ©

Pea

rson E

duca

tion L

imited

2013

209

Elem

ent:

2FO

H8/1

0.1

H

andle

mai

l an

d m

essa

ges

Wh

at

yo

u m

ust

co

ver:

(Ass

ess

or

to r

eco

rd r

an

ge w

ith

refe

ren

ce t

o e

lem

en

t

req

uir

em

en

ts)

Pra

ctic

al

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

C1

Mail

a le

tter

s

b

par

cels

c re

gis

tere

d o

r co

urier

del

iver

ed

post

d

elec

tronic

C2

Mess

ag

es

a fa

xes

b

emai

ls

c ty

pes

/han

dw

ritt

en

mem

os

N029875 –

Can

did

ate

Logbook

– S

VQ

2 in F

ront

of H

ouse

at

SCQ

F Le

vel 5 –

Issu

e 2 –

April 2013 ©

Pea

rson E

duca

tion L

imited

2013

210

Ad

dit

ion

al evid

en

ce (

if a

pp

lica

ble

):

O =

dir

ect

ob

serv

ati

on

of

the learn

er’

s p

erf

orm

an

ce b

y t

heir

ass

ess

or

PD

= p

rofe

ssio

nal d

iscu

ssio

n

Q&

A =

ou

tco

mes

fro

m o

ral o

r w

ritt

en

qu

est

ion

ing

A

= a

ssig

nm

en

t, p

roje

ct/

case

stu

die

s

P =

pro

du

cts

of

the learn

er’

s w

ork

W

T =

au

then

tic

state

men

ts/

wit

ness

test

imo

ny

RA

= p

ers

on

al st

ate

men

ts a

nd

/o

r re

flect

ive a

cco

un

ts

EP

W =

exp

ert

wit

ness

test

imo

ny

Co

lum

n

key:

S =

ou

tco

me f

rom

sim

ula

tio

n,

wh

ere

perm

itte

d b

y t

he

ass

ess

men

t st

rate

gy

RP

L =

evid

en

ce o

f re

cog

nit

ion

of

pri

or

learn

ing

N029875 –

Can

did

ate

Logbook

– S

VQ

2 in F

ront

of H

ouse

at

SCQ

F Le

vel 5 –

Issu

e 2 –

April 2013 ©

Pea

rson E

duca

tion L

imited

2013

211

I co

nfirm

that

the

evid

ence

det

aile

d in t

his

Unit is

my

ow

n w

ork

and m

eets

the

requirem

ents

of

the

Nat

ional

Occ

upat

ional

sta

ndar

ds.

Can

did

ate

signat

ure

:____________________________________________________________

D

ate:

___________________

I co

nfirm

that

the

candid

ate

has

ach

ieve

d a

ll th

e re

quirem

ents

of th

is U

nit.

Ass

esso

r si

gnat

ure

:_____________________________________________________________

D

ate:

___________________

Counte

rsig

nin

g a

sses

sor

signat

ure

(if a

pplic

able

):_____________________________________

D

ate:

___________________

I co

nfirm

that

the

candid

ate’

s sa

mple

d w

ork

mee

ts t

he

stan

dar

ds

spec

ifie

d f

or

this

Unit a

nd m

ay b

e pre

sente

d for

exte

rnal

ver

ific

atio

n.

Inte

rnal

ver

ifie

r si

gnat

ure

:________________________________________________________

D

ate:

___________________

Counte

rsig

nin

g inte

rnal

ver

ifie

r (i

f ap

plic

able

):________________________________________

D

ate:

___________________

N029875 – Candidate Logbook – SVQ2 in Front of House at SCQF Level 5 –

Issue 2 – April 2013 © Pearson Education Limited 2013

212

Element 2FOH8/10.2

Book external services

What you must cover

C3 Services (at least two from)

a) transport

b) deliveries

c) entertainment

N029875 –

Can

did

ate

Logbook

– S

VQ

2 in F

ront

of H

ouse

at

SCQ

F Le

vel 5 –

Issu

e 2 –

April 2013 ©

Pea

rson E

duca

tion L

imited

2013

213

What

you

must

do

To a

chie

ve t

his

ele

men

t yo

u m

ust

giv

e su

ffic

ient

evid

ence

to d

emonst

rate

your

com

pet

ence

for

each

sta

ndar

d.

Pra

ctic

al

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

To m

eet

the

nat

ional

st

andar

d y

ou m

ust

:

5

Iden

tify

cust

om

er

nee

ds

and

requirem

ents

6

Iden

tify

org

anis

atio

ns

corr

ectly

and c

onta

ct t

hem

as

reques

ted

7

Book

serv

ices

w

hic

h m

eet

cust

om

er

nee

ds

8

Provi

de

cust

om

ers

with a

ccura

te d

etai

ls

of

the

booki

ng a

nd o

f an

y al

tern

ativ

es

offer

ed

9

Follo

w y

our

org

anis

atio

n’s

pro

cedure

s fo

r booki

ng s

ervi

ces

N029875 –

Can

did

ate

Logbook

– S

VQ

2 in F

ront

of H

ouse

at

SCQ

F Le

vel 5 –

Issu

e 2 –

April 2013 ©

Pea

rson E

duca

tion L

imited

2013

214

Elem

ent:

2FO

H8/1

0.2

Boo

k ex

tern

al s

ervi

ces

Wh

at

yo

u m

ust

co

ver:

(Ass

ess

or

to r

eco

rd r

an

ge w

ith

refe

ren

ce t

o e

lem

en

t

req

uir

em

en

ts)

Pra

ctic

al

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

C3

Serv

ices

a tr

ansp

ort

b

del

iver

ies

c en

tert

ainm

ent

N029875 –

Can

did

ate

Logbook

– S

VQ

2 in F

ront

of H

ouse

at

SCQ

F Le

vel 5 –

Issu

e 2 –

April 2013 ©

Pea

rson E

duca

tion L

imited

2013

215

Ad

dit

ion

al evid

en

ce (

if a

pp

lica

ble

):

O =

dir

ect

ob

serv

ati

on

of

the learn

er’

s p

erf

orm

an

ce b

y t

heir

ass

ess

or

PD

= p

rofe

ssio

nal d

iscu

ssio

n

Q&

A =

ou

tco

mes

fro

m o

ral o

r w

ritt

en

qu

est

ion

ing

A

= a

ssig

nm

en

t, p

roje

ct/

case

stu

die

s

P =

pro

du

cts

of

the learn

er’

s w

ork

W

T =

au

then

tic

state

men

ts/

wit

ness

test

imo

ny

RA

= p

ers

on

al st

ate

men

ts a

nd

/o

r re

flect

ive a

cco

un

ts

EP

W =

exp

ert

wit

ness

test

imo

ny

Co

lum

n

key:

S =

ou

tco

me f

rom

sim

ula

tio

n,

wh

ere

perm

itte

d b

y t

he

ass

ess

men

t st

rate

gy

RP

L =

evid

en

ce o

f re

cog

nit

ion

of

pri

or

learn

ing

N029875 –

Can

did

ate

Logbook

– S

VQ

2 in F

ront

of H

ouse

at

SCQ

F Le

vel 5 –

Issu

e 2 –

April 2013 ©

Pea

rson E

duca

tion L

imited

2013

216

I co

nfirm

that

the

evid

ence

det

aile

d in t

his

Unit is

my

ow

n w

ork

and m

eets

the

requirem

ents

of

the

Nat

ional

Occ

upat

ional

Sta

ndar

ds.

Can

did

ate

signat

ure

:____________________________________________________________

D

ate:

___________________

I co

nfirm

that

the

candid

ate

has

ach

ieve

d a

ll th

e re

quirem

ents

of th

is U

nit.

Ass

esso

r si

gnat

ure

:_____________________________________________________________

D

ate:

___________________

Counte

rsig

nin

g a

sses

sor

signat

ure

(if a

pplic

able

):_____________________________________

D

ate:

___________________

I co

nfirm

that

the

candid

ate’

s sa

mple

d w

ork

mee

ts t

he

stan

dar

ds

spec

ifie

d f

or

this

Unit a

nd m

ay b

e pre

sente

d for

exte

rnal

ver

ific

atio

n.

Inte

rnal

ver

ifie

r si

gnat

ure

:________________________________________________________

D

ate:

___________________

Counte

rsig

nin

g inte

rnal

ver

ifie

r (i

f ap

plic

able

):________________________________________

D

ate:

___________________

N029875 – Candidate Logbook – SVQ2 in Front of House at SCQF Level 5 –

Issue 2 – April 2013 © Pearson Education Limited 2013

217

Unit 13: Provide reception services

Unit code: 2FOH9/10

Unit credit: 3

SCQF Unit level: 5

Introduction

This unit is about maintaining a reception service that enhances the vision and brand of the organisation.

This unit is Unit BAC312 in the Council for Administration Business and Administration suite of standards.

N029875 –

Can

did

ate

Logbook

– S

VQ

2 in F

ront

of H

ouse

at

SCQ

F Le

vel 5 –

Issu

e 2 –

April 2013 ©

Pea

rson E

duca

tion L

imited

2013

218

What

you

must

know

To a

chie

ve t

his

ele

men

t yo

u m

ust

giv

e su

ffic

ient

evid

ence

to d

emonst

rate

your

know

ledge

and u

nder

stan

din

g f

or

each

sta

ndar

d.

Kn

ow

led

ge

Typ

e o

f evid

en

ce

Date

For

the

whol

e unit

K1

The

purp

ose

and v

alue

of

the

rece

ptionis

t fu

nct

ion a

s th

e firs

t poin

t of

conta

ct b

etw

een t

he

public

/clie

nt

and t

he

org

anis

atio

n

K2

How

to p

rese

nt

a posi

tive

im

age

of

self a

nd t

he

org

anis

atio

n

K3

The

org

anis

atio

n’s

str

uct

ure

and lin

es o

f co

mm

unic

atio

n

K4

The

purp

ose

of co

nfiden

tial

ity

guid

elin

es

K5

How

to im

ple

men

t co

nfiden

tial

ity

guid

elin

es

K6

The

purp

ose

of

entr

y an

d s

ecurity

pro

cedure

s

K7

How

to im

ple

men

t en

try

and s

ecurity

pro

cedure

s

K8

The

purp

ose

of

hea

lth a

nd s

afet

y pro

cedure

s

K9

How

to im

ple

men

t hea

lth a

nd s

afet

y pro

cedure

s

K10

How

to c

ontr

ibute

idea

s fo

r im

pro

ving t

he

rece

ption a

rea

in t

erm

s of ac

cess

ibili

ty,

funct

ional

ity

and e

nvi

ronm

ent,

sec

urity

and s

afet

y an

d fac

ilities

for

visi

tors

K11

The

org

anis

atio

nal

em

ergen

cy p

roce

dure

s an

d y

our

role

within

them

K12

Why

additio

nal

duties

are

car

ried

out

during q

uie

t per

iods,

if

they

arise

N029875 –

Can

did

ate

Logbook

– S

VQ

2 in F

ront

of H

ouse

at

SCQ

F Le

vel 5 –

Issu

e 2 –

April 2013 ©

Pea

rson E

duca

tion L

imited

2013

219

Ad

dit

ion

al evid

en

ce (

if a

pp

lica

ble

):

O =

dir

ect

ob

serv

ati

on

of

the learn

er’

s p

erf

orm

an

ce b

y t

heir

ass

ess

or

PD

= p

rofe

ssio

nal d

iscu

ssio

n

Q&

A =

ou

tco

mes

fro

m o

ral o

r w

ritt

en

qu

est

ion

ing

A

= a

ssig

nm

en

t, p

roje

ct/

case

stu

die

s

P =

pro

du

cts

of

the learn

er’

s w

ork

W

T =

au

then

tic

state

men

ts/

wit

ness

test

imo

ny

RA

= p

ers

on

al st

ate

men

ts a

nd

/o

r re

flect

ive a

cco

un

ts

EP

W =

exp

ert

wit

ness

test

imo

ny

Co

lum

n

key:

S =

ou

tco

me f

rom

sim

ula

tio

n,

wh

ere

perm

itte

d b

y t

he

ass

ess

men

t st

rate

gy

RP

L =

evid

en

ce o

f re

cog

nit

ion

of

pri

or

learn

ing

N029875 –

Can

did

ate

Logbook

– S

VQ

2 in F

ront

of H

ouse

at

SCQ

F Le

vel 5 –

Issu

e 2 –

April 2013 ©

Pea

rson E

duca

tion L

imited

2013

220

I co

nfirm

that

the

evid

ence

det

aile

d in t

his

Unit is

my

ow

n w

ork

and m

eets

the

requirem

ents

of

the

Nat

ional

Occ

upat

ional

sta

ndar

ds.

Can

did

ate

signat

ure

:____________________________________________________________

D

ate:

___________________

I co

nfirm

that

the

candid

ate

has

ach

ieve

d a

ll th

e re

quirem

ents

of th

is U

nit.

Ass

esso

r si

gnat

ure

:_____________________________________________________________

D

ate:

___________________

Counte

rsig

nin

g a

sses

sor

signat

ure

(if a

pplic

able

):_____________________________________

D

ate:

___________________

I co

nfirm

that

the

candid

ate’

s sa

mple

d w

ork

mee

ts t

he

stan

dar

ds

spec

ifie

d f

or

this

Unit a

nd m

ay b

e pre

sente

d for

exte

rnal

ver

ific

atio

n.

Inte

rnal

ver

ifie

r si

gnat

ure

:________________________________________________________

D

ate:

___________________

Counte

rsig

nin

g inte

rnal

ver

ifie

r (i

f ap

plic

able

):________________________________________

D

ate:

___________________

N029875 –

Can

did

ate

Logbook

– S

VQ

2 in F

ront

of H

ouse

at

SCQ

F Le

vel 5 –

Issu

e 2 –

April 2013 ©

Pea

rson E

duca

tion L

imited

2013

221

What

you

must

do

To a

chie

ve t

his

ele

men

t yo

u m

ust

giv

e su

ffic

ient

evid

ence

to d

emonst

rate

your

com

pet

ence

for

each

sta

ndar

d.

Pra

ctic

al

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

To m

eet

the

nat

ional

st

andar

d y

ou m

ust

:

1

Pres

ent

a posi

tive

im

age

of

self a

nd t

he

org

anis

atio

n

2

Pro

vide

indiv

idual

s w

ith r

eques

ted

info

rmat

ion a

nd o

ther

in

form

atio

n w

hic

h

may

be

use

ful to

th

em,

within

guid

elin

es o

n

confiden

tial

ity

3

Imple

men

t th

e co

rrec

t en

try

and

secu

rity

pro

cedure

s

4

Follo

w t

he

rele

vant

hea

lth a

nd s

afet

y pro

cedure

s

5

Ref

er a

ny

issu

es

that

can

not

be

dea

lt

with p

erso

nal

ly t

o t

he

appro

priat

e per

son

N029875 –

Can

did

ate

Logbook

– S

VQ

2 in F

ront

of H

ouse

at

SCQ

F Le

vel 5 –

Issu

e 2 –

April 2013 ©

Pea

rson E

duca

tion L

imited

2013

222

Pra

ctic

al

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

To m

eet

the

nat

ional

st

andar

d y

ou m

ust

:

6

Mai

nta

in t

he

rece

ption a

rea

to g

ive

a posi

tive

im

pre

ssio

n

of

the

org

anis

atio

n

7

Sugges

t id

eas

for

impro

ving t

he

rece

ption a

rea

8

Follo

w

org

anis

atio

nal

pro

cedure

s in

the

even

t of

an a

ccid

ent

or

emer

gen

cy

9

Car

ry o

ut

additio

nal

duties

during q

uie

t per

iods,

if t

hey

arise

N029875 –

Can

did

ate

Logbook

– S

VQ

2 in F

ront

of H

ouse

at

SCQ

F Le

vel 5 –

Issu

e 2 –

April 2013 ©

Pea

rson E

duca

tion L

imited

2013

223

Ad

dit

ion

al evid

en

ce (

if a

pp

lica

ble

):

O =

dir

ect

ob

serv

ati

on

of

the learn

er’

s p

erf

orm

an

ce b

y t

heir

ass

ess

or

PD

= p

rofe

ssio

nal d

iscu

ssio

n

Q&

A =

ou

tco

mes

fro

m o

ral o

r w

ritt

en

qu

est

ion

ing

A

= a

ssig

nm

en

t, p

roje

ct/

case

stu

die

s

P =

pro

du

cts

of

the learn

er’

s w

ork

W

T =

au

then

tic

state

men

ts/

wit

ness

test

imo

ny

RA

= p

ers

on

al st

ate

men

ts a

nd

/o

r re

flect

ive a

cco

un

ts

EP

W =

exp

ert

wit

ness

test

imo

ny

Co

lum

n

key:

S =

ou

tco

me f

rom

sim

ula

tio

n,

wh

ere

perm

itte

d b

y t

he

ass

ess

men

t st

rate

gy

RP

L =

evid

en

ce o

f re

cog

nit

ion

of

pri

or

learn

ing

N029875 –

Can

did

ate

Logbook

– S

VQ

2 in F

ront

of H

ouse

at

SCQ

F Le

vel 5 –

Issu

e 2 –

April 2013 ©

Pea

rson E

duca

tion L

imited

2013

224

I co

nfirm

that

the

evid

ence

det

aile

d in t

his

Unit is

my

ow

n w

ork

and m

eets

the

requirem

ents

of

the

Nat

ional

Occ

upat

ional

sta

ndar

ds.

Can

did

ate

signat

ure

:____________________________________________________________

D

ate:

___________________

I co

nfirm

that

the

candid

ate

has

ach

ieve

d a

ll th

e re

quirem

ents

of th

is U

nit.

Ass

esso

r si

gnat

ure

:_____________________________________________________________

D

ate:

___________________

Counte

rsig

nin

g a

sses

sor

signat

ure

(if a

pplic

able

):_____________________________________

D

ate:

___________________

I co

nfirm

that

the

candid

ate’

s sa

mple

d w

ork

mee

ts t

he

stan

dar

ds

spec

ifie

d f

or

this

Unit a

nd m

ay b

e pre

sente

d for

exte

rnal

ver

ific

atio

n.

Inte

rnal

ver

ifie

r si

gnat

ure

:________________________________________________________

D

ate:

___________________

Counte

rsig

nin

g inte

rnal

ver

ifie

r (i

f ap

plic

able

):________________________________________

D

ate:

___________________

N029875 – Candidate Logbook – SVQ2 in Front of House at SCQF Level 5 –

Issue 2 – April 2013 © Pearson Education Limited 2013

225

Unit 14: Store and retrieve information

Unit code: 2FOH10/10

Unit credit: 3

SCQF Unit level: 5

Introduction

This unit is about processing, storing, and retrieving information using different information systems, in line with organisational requirements.

This unit is Unit BAD332 in the Council for Administration Business and Administration suite of standards.

N029875 –

Can

did

ate

Logbook

– S

VQ

2 in F

ront

of H

ouse

at

SCQ

F Le

vel 5 –

Issu

e 2 –

April 2013 ©

Pea

rson E

duca

tion L

imited

2013

226

What

you

must

know

To a

chie

ve t

his

ele

men

t yo

u m

ust

giv

e su

ffic

ient

evid

ence

to d

emonst

rate

your

know

ledge

and u

nder

stan

din

g f

or

each

sta

ndar

d.

Kn

ow

led

ge

Typ

e o

f evid

en

ce

Date

For

the

whol

e unit

K1

The

purp

ose

of

storing a

nd r

etriev

ing r

equired

info

rmat

ion

K2

The

diffe

rent

info

rmat

ion s

yste

ms

and t

hei

r m

ain f

eatu

res

K3

Legal

and o

rgan

isat

ional

req

uirem

ents

cove

ring t

he

secu

rity

and c

onfiden

tial

ity

of

info

rmat

ion

K4

The

purp

ose

of

confirm

ing info

rmat

ion t

o b

e co

llect

ed,

stor

ed a

nd r

etriev

ed

K5

The

met

hods

that

can

be

use

d t

o co

llect

req

uired

info

rmat

ion

K6

The

pro

cedure

s to

be

follo

wed

to a

cces

s in

form

atio

n s

yste

ms

K7

The

types

of

info

rmat

ion t

o be

del

eted

K8

The

pro

cedure

s fo

r id

entify

ing a

nd d

elet

ing info

rmat

ion a

nd w

hy

they

must

be

follo

wed

K9

How

to m

ake

sure

info

rmat

ion is

accu

rate

K10

The

pro

ble

ms

that

occ

ur

with info

rmat

ion s

yste

ms

and w

ho t

o r

eport

them

to

K11

The

purp

ose

of

pro

vidin

g info

rmat

ion in t

he

required

form

at a

nd w

ithin

agre

ed t

imes

cale

s

N029875 –

Can

did

ate

Logbook

– S

VQ

2 in F

ront

of H

ouse

at

SCQ

F Le

vel 5 –

Issu

e 2 –

April 2013 ©

Pea

rson E

duca

tion L

imited

2013

227

Ad

dit

ion

al evid

en

ce (

if a

pp

lica

ble

):

O =

dir

ect

ob

serv

ati

on

of

the learn

er’

s p

erf

orm

an

ce b

y t

heir

ass

ess

or

PD

= p

rofe

ssio

nal d

iscu

ssio

n

Q&

A =

ou

tco

mes

fro

m o

ral o

r w

ritt

en

qu

est

ion

ing

A

= a

ssig

nm

en

t, p

roje

ct/

case

stu

die

s

P =

pro

du

cts

of

the learn

er’

s w

ork

W

T =

au

then

tic

state

men

ts/

wit

ness

test

imo

ny

RA

= p

ers

on

al st

ate

men

ts a

nd

/o

r re

flect

ive a

cco

un

ts

EP

W =

exp

ert

wit

ness

test

imo

ny

Co

lum

n

key:

S =

ou

tco

me f

rom

sim

ula

tio

n,

wh

ere

perm

itte

d b

y t

he

ass

ess

men

t st

rate

gy

RP

L =

evid

en

ce o

f re

cog

nit

ion

of

pri

or

learn

ing

N029875 –

Can

did

ate

Logbook

– S

VQ

2 in F

ront

of H

ouse

at

SCQ

F Le

vel 5 –

Issu

e 2 –

April 2013 ©

Pea

rson E

duca

tion L

imited

2013

228

I co

nfirm

that

the

evid

ence

det

aile

d in t

his

Unit is

my

ow

n w

ork

and m

eets

the

requirem

ents

of

the

Nat

ional

Occ

upat

ional

Sta

ndar

ds.

Can

did

ate

signat

ure

:____________________________________________________________

D

ate:

___________________

I co

nfirm

that

the

candid

ate

has

ach

ieve

d a

ll th

e re

quirem

ents

of th

is U

nit.

Ass

esso

r si

gnat

ure

:_____________________________________________________________

D

ate:

___________________

Counte

rsig

nin

g a

sses

sor

signat

ure

(if a

pplic

able

):_____________________________________

D

ate:

___________________

I co

nfirm

that

the

candid

ate’

s sa

mple

d w

ork

mee

ts t

he

stan

dar

ds

spec

ifie

d f

or

this

Unit a

nd m

ay b

e pre

sente

d for

exte

rnal

ver

ific

atio

n.

Inte

rnal

ver

ifie

r si

gnat

ure

:________________________________________________________

D

ate:

___________________

Counte

rsig

nin

g inte

rnal

ver

ifie

r (i

f ap

plic

able

):________________________________________

D

ate:

___________________

N029875 –

Can

did

ate

Logbook

– S

VQ

2 in F

ront

of H

ouse

at

SCQ

F Le

vel 5 –

Issu

e 2 –

April 2013 ©

Pea

rson E

duca

tion L

imited

2013

229

Pro

cess

info

rmat

ion 2FO

H10/1

0.1

What

you

must

do

To a

chie

ve t

his

ele

men

t yo

u m

ust

giv

e su

ffic

ient

evid

ence

to d

emonst

rate

your

com

pet

ence

for

each

sta

ndar

d.

Pra

ctic

al

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

To m

eet

the

nat

ional

st

andar

d y

ou m

ust

:

1

Iden

tify

and c

olle

ct

required

info

rmat

ion

2

Follo

w a

gre

ed

pro

cedure

s an

d

legis

lation t

o m

ainta

in

secu

rity

and

confiden

tial

ity

3

Sto

re r

equired

in

form

atio

n in

appro

ved loca

tions

to

the

agre

ed d

eadlin

es

4

Updat

e in

form

atio

n,

as

required

5

Follo

w a

gre

ed

pro

cedure

s fo

r del

etin

g info

rmat

ion

N029875 –

Can

did

ate

Logbook

– S

VQ

2 in F

ront

of H

ouse

at

SCQ

F Le

vel 5 –

Issu

e 2 –

April 2013 ©

Pea

rson E

duca

tion L

imited

2013

230

Ad

dit

ion

al evid

en

ce (

if a

pp

lica

ble

):

O =

dir

ect

ob

serv

ati

on

of

the learn

er’

s p

erf

orm

an

ce b

y t

heir

ass

ess

or

PD

= p

rofe

ssio

nal d

iscu

ssio

n

Q&

A =

ou

tco

mes

fro

m o

ral o

r w

ritt

en

qu

est

ion

ing

A

= a

ssig

nm

en

t, p

roje

ct/

case

stu

die

s

P =

pro

du

cts

of

the learn

er’

s w

ork

W

T =

au

then

tic

state

men

ts/

wit

ness

test

imo

ny

RA

= p

ers

on

al st

ate

men

ts a

nd

/o

r re

flect

ive a

cco

un

ts

EP

W =

exp

ert

wit

ness

test

imo

ny

Co

lum

n

key:

S =

ou

tco

me f

rom

sim

ula

tio

n,

wh

ere

perm

itte

d b

y t

he

ass

ess

men

t st

rate

gy

RP

L =

evid

en

ce o

f re

cog

nit

ion

of

pri

or

learn

ing

N029875 –

Can

did

ate

Logbook

– S

VQ

2 in F

ront

of H

ouse

at

SCQ

F Le

vel 5 –

Issu

e 2 –

April 2013 ©

Pea

rson E

duca

tion L

imited

2013

231

I co

nfirm

that

the

evid

ence

det

aile

d in t

his

Unit is

my

ow

n w

ork

and m

eets

the

requirem

ents

of

the

Nat

ional

Occ

upat

ional

Sta

ndar

ds.

Can

did

ate

signat

ure

:____________________________________________________________

D

ate:

___________________

I co

nfirm

that

the

candid

ate

has

ach

ieve

d a

ll th

e re

quirem

ents

of th

is U

nit.

Ass

esso

r si

gnat

ure

:_____________________________________________________________

D

ate:

___________________

Counte

rsig

nin

g a

sses

sor

signat

ure

(if a

pplic

able

):_____________________________________

D

ate:

___________________

I co

nfirm

that

the

candid

ate’

s sa

mple

d w

ork

mee

ts t

he

stan

dar

ds

spec

ifie

d f

or

this

Unit a

nd m

ay b

e pre

sente

d for

exte

rnal

ver

ific

atio

n.

Inte

rnal

ver

ifie

r si

gnat

ure

:________________________________________________________

D

ate:

___________________

Counte

rsig

nin

g inte

rnal

ver

ifie

r (i

f ap

plic

able

):________________________________________

D

ate:

___________________

N029875 –

Can

did

ate

Logbook

– S

VQ

2 in F

ront

of H

ouse

at

SCQ

F Le

vel 5 –

Issu

e 2 –

April 2013 ©

Pea

rson E

duca

tion L

imited

2013

232

Ret

riev

e in

form

atio

n 2FO

H10/1

0.2

What

you

must

do

To a

chie

ve t

his

ele

men

t yo

u m

ust

giv

e su

ffic

ient

evid

ence

to d

emonst

rate

your

com

pet

ence

for

each

sta

ndar

d.

Pra

ctic

al

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

To m

eet

the

nat

ional

st

andar

d y

ou m

ust

:

6

Confirm

in

form

atio

n f

or

retr

ieva

l

7

Com

ply

with

pro

cedure

s an

d

legis

lation for

acce

ssin

g a

n

info

rmat

ion s

yste

m

8

Loca

te a

nd

retr

ieve

the

required

in

form

atio

n

N029875 –

Can

did

ate

Logbook

– S

VQ

2 in F

ront

of H

ouse

at

SCQ

F Le

vel 5 –

Issu

e 2 –

April 2013 ©

Pea

rson E

duca

tion L

imited

2013

233

Pra

ctic

al

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

To m

eet

the

nat

ional

st

andar

d y

ou m

ust

:

9

Follo

w t

he

corr

ect

pro

cedure

s w

hen

th

ere

are

pro

ble

ms

with info

rmat

ion

syst

ems

10 P

rovi

de

info

rmat

ion in t

he

agre

ed f

orm

at a

nd

within

agre

ed

tim

esca

les

N029875 –

Can

did

ate

Logbook

– S

VQ

2 in F

ront

of H

ouse

at

SCQ

F Le

vel 5 –

Issu

e 2 –

April 2013 ©

Pea

rson E

duca

tion L

imited

2013

234

Ad

dit

ion

al evid

en

ce (

if a

pp

lica

ble

):

O =

dir

ect

ob

serv

ati

on

of

the learn

er’

s p

erf

orm

an

ce b

y t

heir

ass

ess

or

PD

= p

rofe

ssio

nal d

iscu

ssio

n

Q&

A =

ou

tco

mes

fro

m o

ral o

r w

ritt

en

qu

est

ion

ing

A

= a

ssig

nm

en

t, p

roje

ct/

case

stu

die

s

P =

pro

du

cts

of

the learn

er’

s w

ork

W

T =

au

then

tic

state

men

ts/

wit

ness

test

imo

ny

RA

= p

ers

on

al st

ate

men

ts a

nd

/o

r re

flect

ive a

cco

un

ts

EP

W =

exp

ert

wit

ness

test

imo

ny

Co

lum

n

key:

S =

ou

tco

me f

rom

sim

ula

tio

n,

wh

ere

perm

itte

d b

y t

he

ass

ess

men

t st

rate

gy

RP

L =

evid

en

ce o

f re

cog

nit

ion

of

pri

or

learn

ing

N029875 –

Can

did

ate

Logbook

– S

VQ

2 in F

ront

of H

ouse

at

SCQ

F Le

vel 5 –

Issu

e 2 –

April 2013 ©

Pea

rson E

duca

tion L

imited

2013

235

I co

nfirm

that

the

evid

ence

det

aile

d in t

his

Unit is

my

ow

n w

ork

and m

eets

the

requirem

ents

of

the

Nat

ional

Occ

upat

ional

Sta

ndar

ds.

Can

did

ate

signat

ure

:____________________________________________________________

D

ate:

___________________

I co

nfirm

that

the

candid

ate

has

ach

ieve

d a

ll th

e re

quirem

ents

of th

is U

nit.

Ass

esso

r si

gnat

ure

:_____________________________________________________________

D

ate:

___________________

Counte

rsig

nin

g a

sses

sor

signat

ure

(if a

pplic

able

):_____________________________________

D

ate:

___________________

I co

nfirm

that

the

candid

ate’

s sa

mple

d w

ork

mee

ts t

he

stan

dar

ds

spec

ifie

d f

or

this

Unit a

nd m

ay b

e pre

sente

d for

exte

rnal

ver

ific

atio

n.

Inte

rnal

ver

ifie

r si

gnat

ure

:________________________________________________________

D

ate:

___________________

Counte

rsig

nin

g inte

rnal

ver

ifie

r (i

f ap

plic

able

):________________________________________

D

ate:

___________________

N029875 – Candidate Logbook – SVQ2 in Front of House at SCQF Level 5 –

Issue 2 – April 2013 © Pearson Education Limited 2013

236

N029875 – Candidate Logbook – SVQ2 in Front of House at SCQF Level 5 –

Issue 2 – April 2013 © Pearson Education Limited 2013

237

Unit 15: Resolve customer service problems

Unit code: 2GEN5/10

Unit credit: 6

SCQF Unit level: 5

Introduction

This unit is about the effective handling of customer service problems. Remember that customers include everyone you provide a service to. They may be external to your organisation or they may be internal customers.

It is sometimes difficult to meet customer expectations. Even if the service you give is excellent, some customers experience problems. Part of your job is to help to resolve those problems. There is likely to be a problem if customer expectations are not met.

This may be because your customer’s expectations involve more than you can offer or because your service procedures have not been followed. Some problems are reported by customers and sometimes you spot the problem first and resolve it before your customer has even noticed. As soon as you are aware of a problem, you need to consider the options and then choose a way to put it right. This unit is particularly important in customer service because many customers judge how good the customer service of your organisation is by the way problems are handled.

This unit is Unit C3 from the Institute of Customer Service suite of standards.

N029875 –

Can

did

ate

Logbook

– S

VQ

2 in F

ront

of H

ouse

at

SCQ

F Le

vel 5 –

Issu

e 2 –

April 2013 ©

Pea

rson E

duca

tion L

imited

2013

238

What

you

must

know

To a

chie

ve t

his

ele

men

t yo

u m

ust

giv

e su

ffic

ient

evid

ence

to d

emonst

rate

your

know

ledge

and u

nder

stan

din

g f

or

each

sta

ndar

d.

Kn

ow

led

ge

Typ

e o

f evid

en

ce

Date

For

the

whol

e unit

K1

Org

anis

atio

nal

pro

cedure

s an

d s

yste

ms

for

dea

ling w

ith c

ust

om

er s

ervi

ce p

roble

ms

K2

How

to d

efuse

pote

ntial

ly s

tres

sful si

tuat

ions

K3

How

to n

egotiat

e

K4

The

limitat

ions

of w

hat

you c

an o

ffer

your

cust

om

er

K5

Typ

es o

f ac

tion t

hat

may

mak

e a

cust

om

er p

roble

m w

ors

e an

d s

hould

be

avoid

ed

N029875 –

Can

did

ate

Logbook

– S

VQ

2 in F

ront

of H

ouse

at

SCQ

F Le

vel 5 –

Issu

e 2 –

April 2013 ©

Pea

rson E

duca

tion L

imited

2013

239

Ad

dit

ion

al evid

en

ce (

if a

pp

lica

ble

):

O =

dir

ect

ob

serv

ati

on

of

the learn

er’

s p

erf

orm

an

ce b

y t

heir

ass

ess

or

PD

= p

rofe

ssio

nal d

iscu

ssio

n

Q&

A =

ou

tco

mes

fro

m o

ral o

r w

ritt

en

qu

est

ion

ing

A

= a

ssig

nm

en

t, p

roje

ct/

case

stu

die

s

P =

pro

du

cts

of

the learn

er’

s w

ork

W

T =

au

then

tic

state

men

ts/

wit

ness

test

imo

ny

RA

= p

ers

on

al st

ate

men

ts a

nd

/o

r re

flect

ive a

cco

un

ts

EP

W =

exp

ert

wit

ness

test

imo

ny

Co

lum

n

key:

S =

ou

tco

me f

rom

sim

ula

tio

n,

wh

ere

perm

itte

d b

y t

he

ass

ess

men

t st

rate

gy

RP

L =

evid

en

ce o

f re

cog

nit

ion

of

pri

or

learn

ing

N029875 –

Can

did

ate

Logbook

– S

VQ

2 in F

ront

of H

ouse

at

SCQ

F Le

vel 5 –

Issu

e 2 –

April 2013 ©

Pea

rson E

duca

tion L

imited

2013

240

I co

nfirm

that

the

evid

ence

det

aile

d in t

his

Unit is

my

ow

n w

ork

and m

eets

the

requirem

ents

of

the

Nat

ional

Occ

upat

ional

Sta

ndar

ds.

Can

did

ate

signat

ure

:____________________________________________________________

D

ate:

___________________

I co

nfirm

that

the

candid

ate

has

ach

ieve

d a

ll th

e re

quirem

ents

of th

is U

nit.

Ass

esso

r si

gnat

ure

:_____________________________________________________________

D

ate:

___________________

Counte

rsig

nin

g a

sses

sor

signat

ure

(if a

pplic

able

):_____________________________________

D

ate:

___________________

I co

nfirm

that

the

candid

ate’

s sa

mple

d w

ork

mee

ts t

he

stan

dar

ds

spec

ifie

d f

or

this

Unit a

nd m

ay b

e pre

sente

d for

exte

rnal

ver

ific

atio

n.

Inte

rnal

ver

ifie

r si

gnat

ure

:________________________________________________________

D

ate:

___________________

Counte

rsig

nin

g inte

rnal

ver

ifie

r (i

f ap

plic

able

):________________________________________

D

ate:

___________________

N029875 – Candidate Logbook – SVQ2 in Front of House at SCQF Level 5 –

Issue 2 – April 2013 © Pearson Education Limited 2013

241

Spot customer service problems 2GEN5/10.1

What you must cover

C1 Resolving problems (All from)

(a) a problem first identified by customers

(b) a problem identified within the organisation before it has affected your customer

(c) a problem caused by differences between your customer’s expectations and what you organisation can offer

(d) a problem caused by a system or procedure failure

(e) a problem caused by a lack of resources or human error

C2 Resolving problems (All from)

(a) supplied relevant information when customer have requested it

(b) supplied relevant information when customers have not requested it

(c) have used agreed organisational procedures when solving problems

(d) have made exceptions to usual practice with the agreement of others

N029875 –

Can

did

ate

Logbook

– S

VQ

2 in F

ront

of H

ouse

at

SCQ

F Le

vel 5 –

Issu

e 2 –

April 2013 ©

Pea

rson E

duca

tion L

imited

2013

242

What

you

must

do

To a

chie

ve t

his

ele

men

t yo

u m

ust

giv

e su

ffic

ient

evid

ence

to d

emonst

rate

your

com

pet

ence

for

each

sta

ndar

d.

Pra

ctic

al

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

To m

eet

the

nat

ional

st

andar

d y

ou m

ust

:

1

List

en c

aref

ully

to

your

cust

omer

s ab

out

any

pro

ble

m t

hey

hav

e ra

ised

2

Ask

you

r cu

stom

ers

about

the

pro

ble

m t

o c

hec

k yo

ur

under

stan

din

g

3

Rec

ognis

e re

pea

ted p

roble

ms

and a

lert

the

appro

priat

e au

thority

4

Shar

e cu

stom

er

feed

bac

k w

ith o

ther

s to

iden

tify

pote

ntial

pro

ble

ms

bef

ore

they

hap

pen

5

Iden

tify

pro

ble

ms

with s

yste

ms

and

pro

cedure

s bef

ore

th

ey b

egin

to a

ffec

t yo

ur

cust

omer

s

N029875 –

Can

did

ate

Logbook

– S

VQ

2 in F

ront

of H

ouse

at

SCQ

F Le

vel 5 –

Issu

e 2 –

April 2013 ©

Pea

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tion L

imited

2013

243

Elem

ent:

2G

EN5/1

0.1

Sp

ot c

ust

omer

ser

vice

pro

ble

ms

Wh

at

yo

u m

ust

co

ver:

(Ass

ess

or

to r

eco

rd r

an

ge w

ith

refe

ren

ce t

o e

lem

en

t

req

uir

em

en

ts)

Pra

ctic

al

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

C1

Reso

lvin

g

pro

ble

ms

a a

pro

ble

m f

irst

id

entified

by

cust

om

ers

b

a pro

ble

m

iden

tified

within

th

e org

anis

atio

n

bef

ore

it

has

af

fect

ed y

our

cust

om

er

c a

pro

ble

m c

ause

d

by

diffe

rence

s bet

wee

n y

our

cust

om

er’s

ex

pec

tations

and

what

you

r org

anis

atio

n c

an

offer

N029875 –

Can

did

ate

Logbook

– S

VQ

2 in F

ront

of H

ouse

at

SCQ

F Le

vel 5 –

Issu

e 2 –

April 2013 ©

Pea

rson E

duca

tion L

imited

2013

244

Elem

ent:

2G

EN5/1

0.1

Sp

ot c

ust

omer

ser

vice

pro

ble

ms

Wh

at

yo

u m

ust

co

ver:

(Ass

ess

or

to r

eco

rd r

an

ge w

ith

refe

ren

ce t

o e

lem

en

t

req

uir

em

en

ts)

Pra

ctic

al

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

d

a pro

ble

m c

ause

d

by

a sy

stem

or

pro

cedure

fai

lure

e a

pro

ble

m c

ause

d

by

a la

ck o

f re

sourc

es o

r hum

an e

rror

N029875 –

Can

did

ate

Logbook

– S

VQ

2 in F

ront

of H

ouse

at

SCQ

F Le

vel 5 –

Issu

e 2 –

April 2013 ©

Pea

rson E

duca

tion L

imited

2013

245

Elem

ent:

2G

EN5/1

0.1

Sp

ot c

ust

omer

ser

vice

pro

ble

ms

Wh

at

yo

u m

ust

co

ver:

(Ass

ess

or

to r

eco

rd r

an

ge w

ith

refe

ren

ce t

o e

lem

en

t

req

uir

em

en

ts)

Pra

ctic

al

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

C2

Reso

lvin

g

pro

ble

ms

a su

pplie

d r

elev

ant

info

rmat

ion w

hen

cu

stom

er h

ave

reques

ted it

b

supplie

d r

elev

ant

info

rmat

ion w

hen

cu

stom

ers

hav

e not

reques

ted it

c hav

e use

d a

gre

ed

org

anis

atio

nal

pro

cedure

s w

hen

so

lvin

g p

roble

ms

d

hav

e m

ade

exce

ptions

to u

sual

pra

ctic

e w

ith t

he

agre

emen

t of

oth

ers

N029875 –

Can

did

ate

Logbook

– S

VQ

2 in F

ront

of H

ouse

at

SCQ

F Le

vel 5 –

Issu

e 2 –

April 2013 ©

Pea

rson E

duca

tion L

imited

2013

246

Ad

dit

ion

al evid

en

ce (

if a

pp

lica

ble

):

O =

dir

ect

ob

serv

ati

on

of

the learn

er’

s p

erf

orm

an

ce b

y t

heir

ass

ess

or

PD

= p

rofe

ssio

nal d

iscu

ssio

n

Q&

A =

ou

tco

mes

fro

m o

ral o

r w

ritt

en

qu

est

ion

ing

A

= a

ssig

nm

en

t, p

roje

ct/

case

stu

die

s

P =

pro

du

cts

of

the learn

er’

s w

ork

W

T =

au

then

tic

state

men

ts/

wit

ness

test

imo

ny

RA

= p

ers

on

al st

ate

men

ts a

nd

/o

r re

flect

ive a

cco

un

ts

EP

W =

exp

ert

wit

ness

test

imo

ny

Co

lum

n

key:

S =

ou

tco

me f

rom

sim

ula

tio

n,

wh

ere

perm

itte

d b

y t

he

ass

ess

men

t st

rate

gy

RP

L =

evid

en

ce o

f re

cog

nit

ion

of

pri

or

learn

ing

N029875 –

Can

did

ate

Logbook

– S

VQ

2 in F

ront

of H

ouse

at

SCQ

F Le

vel 5 –

Issu

e 2 –

April 2013 ©

Pea

rson E

duca

tion L

imited

2013

247

I co

nfirm

that

the

evid

ence

det

aile

d in t

his

Unit is

my

ow

n w

ork

and m

eets

the

requirem

ents

of

the

Nat

ional

Occ

upat

ional

Sta

ndar

ds.

Can

did

ate

signat

ure

:____________________________________________________________

D

ate:

___________________

I co

nfirm

that

the

candid

ate

has

ach

ieve

d a

ll th

e re

quirem

ents

of th

is U

nit.

Ass

esso

r si

gnat

ure

:_____________________________________________________________

D

ate:

___________________

Counte

rsig

nin

g a

sses

sor

signat

ure

(if a

pplic

able

):_____________________________________

D

ate:

___________________

I co

nfirm

that

the

candid

ate’

s sa

mple

d w

ork

mee

ts t

he

stan

dar

ds

spec

ifie

d f

or

this

Unit a

nd m

ay b

e pre

sente

d for

exte

rnal

ver

ific

atio

n.

Inte

rnal

ver

ifie

r si

gnat

ure

:________________________________________________________

D

ate:

___________________

Counte

rsig

nin

g inte

rnal

ver

ifie

r (i

f ap

plic

able

):________________________________________

D

ate:

___________________

N029875 – Candidate Logbook – SVQ2 in Front of House at SCQF Level 5 –

Issue 2 – April 2013 © Pearson Education Limited 2013

248

Pick the best solution to resolve customer service problems 2GEN5/10.2

What you must cover

C1 Resolving problems (All from)

(f) a problem first identified by customers

(g) a problem identified within the organisation before it has affected your customer

(h) a problem caused by differences between your customer’s expectations and what you organisation can offer

(i) a problem caused by a system or procedure failure

(j) a problem caused by a lack of resources or human error

C2 Resolving problems (All from)

(e) supplied relevant information when customer have requested it

(f) supplied relevant information when customers have not requested it

(g) have used agreed organisational procedures when solving problems

(h) have made exceptions to usual practice with the agreement of others

N029875 –

Can

did

ate

Logbook

– S

VQ

2 in F

ront

of H

ouse

at

SCQ

F Le

vel 5 –

Issu

e 2 –

April 2013 ©

Pea

rson E

duca

tion L

imited

2013

249

What

you

must

do

To a

chie

ve t

his

ele

men

t yo

u m

ust

giv

e su

ffic

ient

evid

ence

to d

emonst

rate

your

com

pet

ence

for

each

sta

ndar

d.

Pra

ctic

al

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

To m

eet

the

nat

ional

st

andar

d y

ou m

ust

:

6

Iden

tify

the

options

for

reso

lvin

g

a cu

stom

er s

ervi

ce

pro

ble

m

7

Work

with o

ther

s to

iden

tify

and c

onfirm

th

e options

to r

esolv

e a

cust

om

er s

ervi

ce

pro

ble

m

8

Work

out

the

adva

nta

ges

and

dis

adva

nta

ges

of

ea

ch o

ption f

or

your

cust

om

er a

nd y

our

org

anis

atio

n

N029875 –

Can

did

ate

Logbook

– S

VQ

2 in F

ront

of H

ouse

at

SCQ

F Le

vel 5 –

Issu

e 2 –

April 2013 ©

Pea

rson E

duca

tion L

imited

2013

250

Pra

ctic

al

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

To m

eet

the

nat

ional

st

andar

d y

ou m

ust

:

9

Pick

the

bes

t option f

or

your

cust

om

er a

nd y

our

org

anis

atio

n

10 I

den

tify

for

your

cust

om

er o

ther

way

s th

at p

roble

ms

may

be

reso

lved

if

you a

re

unab

le t

o h

elp

N029875 –

Can

did

ate

Logbook

– S

VQ

2 in F

ront

of H

ouse

at

SCQ

F Le

vel 5 –

Issu

e 2 –

April 2013 ©

Pea

rson E

duca

tion L

imited

2013

251

Elem

ent:

2G

EN5/1

0.2

Pic

k th

e bes

t so

luti

on t

o re

solv

e cu

stom

er s

ervi

ce p

roble

ms

Wh

at

yo

u m

ust

co

ver:

(Ass

ess

or

to r

eco

rd r

an

ge w

ith

refe

ren

ce t

o e

lem

en

t

req

uir

em

en

ts)

Pra

ctic

al

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

C1

Reso

lvin

g

pro

ble

ms

a a

pro

ble

m f

irst

id

entified

by

cust

om

ers

b

a pro

ble

m

iden

tified

within

th

e org

anis

atio

n

bef

ore

it

has

af

fect

ed y

our

cust

om

er

c a

pro

ble

m c

ause

d

by

diffe

rence

s bet

wee

n y

our

cust

om

er’s

ex

pec

tations

and

what

you

r org

anis

atio

n c

an

offer

N029875 –

Can

did

ate

Logbook

– S

VQ

2 in F

ront

of H

ouse

at

SCQ

F Le

vel 5 –

Issu

e 2 –

April 2013 ©

Pea

rson E

duca

tion L

imited

2013

252

Elem

ent:

2G

EN5/1

0.2

Pic

k th

e bes

t so

luti

on t

o re

solv

e cu

stom

er s

ervi

ce p

roble

ms

Wh

at

yo

u m

ust

co

ver:

(Ass

ess

or

to r

eco

rd r

an

ge w

ith

refe

ren

ce t

o e

lem

en

t

req

uir

em

en

ts)

Pra

ctic

al

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

d

a pro

ble

m c

ause

d

by

a sy

stem

or

pro

cedure

fai

lure

e a

pro

ble

m c

ause

d

by

a la

ck o

f re

sourc

es o

r hum

an e

rror

N029875 –

Can

did

ate

Logbook

– S

VQ

2 in F

ront

of H

ouse

at

SCQ

F Le

vel 5 –

Issu

e 2 –

April 2013 ©

Pea

rson E

duca

tion L

imited

2013

253

Elem

ent:

2G

EN5/1

0.2

Pic

k th

e bes

t so

luti

on t

o re

solv

e cu

stom

er s

ervi

ce p

roble

ms

Wh

at

yo

u m

ust

co

ver:

(Ass

ess

or

to r

eco

rd r

an

ge w

ith

refe

ren

ce t

o e

lem

en

t

req

uir

em

en

ts)

Pra

ctic

al

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

C2

Reso

lvin

g

pro

ble

ms

a su

pplie

d r

elev

ant

info

rmat

ion w

hen

cu

stom

er h

ave

reques

ted it

b

supplie

d r

elev

ant

info

rmat

ion w

hen

cu

stom

ers

hav

e not

reques

ted it

c hav

e use

d a

gre

ed

org

anis

atio

nal

pro

cedure

s w

hen

so

lvin

g p

roble

ms

d

hav

e m

ade

exce

ptions

to u

sual

pra

ctic

e w

ith t

he

agre

emen

t of

oth

ers

N029875 –

Can

did

ate

Logbook

– S

VQ

2 in F

ront

of H

ouse

at

SCQ

F Le

vel 5 –

Issu

e 2 –

April 2013 ©

Pea

rson E

duca

tion L

imited

2013

254

Ad

dit

ion

al evid

en

ce (

if a

pp

lica

ble

):

O =

dir

ect

ob

serv

ati

on

of

the learn

er’

s p

erf

orm

an

ce b

y t

heir

ass

ess

or

PD

= p

rofe

ssio

nal d

iscu

ssio

n

Q&

A =

ou

tco

mes

fro

m o

ral o

r w

ritt

en

qu

est

ion

ing

A

= a

ssig

nm

en

t, p

roje

ct/

case

stu

die

s

P =

pro

du

cts

of

the learn

er’

s w

ork

W

T =

au

then

tic

state

men

ts/

wit

ness

test

imo

ny

RA

= p

ers

on

al st

ate

men

ts a

nd

/o

r re

flect

ive a

cco

un

ts

EP

W =

exp

ert

wit

ness

test

imo

ny

Co

lum

n

key:

S =

ou

tco

me f

rom

sim

ula

tio

n,

wh

ere

perm

itte

d b

y t

he

ass

ess

men

t st

rate

gy

RP

L =

evid

en

ce o

f re

cog

nit

ion

of

pri

or

learn

ing

N029875 –

Can

did

ate

Logbook

– S

VQ

2 in F

ront

of H

ouse

at

SCQ

F Le

vel 5 –

Issu

e 2 –

April 2013 ©

Pea

rson E

duca

tion L

imited

2013

255

I co

nfirm

that

the

evid

ence

det

aile

d in t

his

Unit is

my

ow

n w

ork

and m

eets

the

requirem

ents

of

the

Nat

ional

Occ

upat

ional

Sta

ndar

ds.

Can

did

ate

signat

ure

:____________________________________________________________

D

ate:

___________________

I co

nfirm

that

the

candid

ate

has

ach

ieve

d a

ll th

e re

quirem

ents

of th

is U

nit.

Ass

esso

r si

gnat

ure

:_____________________________________________________________

D

ate:

___________________

Counte

rsig

nin

g a

sses

sor

signat

ure

(if a

pplic

able

):_____________________________________

D

ate:

___________________

I co

nfirm

that

the

candid

ate’

s sa

mple

d w

ork

mee

ts t

he

stan

dar

ds

spec

ifie

d f

or

this

Unit a

nd m

ay b

e pre

sente

d for

exte

rnal

ver

ific

atio

n.

Inte

rnal

ver

ifie

r si

gnat

ure

:________________________________________________________

D

ate:

___________________

Counte

rsig

nin

g inte

rnal

ver

ifie

r (i

f ap

plic

able

):________________________________________

D

ate:

___________________

N029875 – Candidate Logbook – SVQ2 in Front of House at SCQF Level 5 –

Issue 2 – April 2013 © Pearson Education Limited 2013

256

Take action to resolve customer service problems 2GEN5/10.3

What you must cover

C1 Resolving problems (All from)

(k) a problem first identified by customers

(l) a problem identified within the organisation before it has affected your customer

(m) a problem caused by differences between your customer’s expectations and what you organisation can offer

(n) a problem caused by a system or procedure failure

(o) a problem caused by a lack of resources or human error

C2 Resolving problems (All from)

(i) supplied relevant information when customer have requested it

(j) supplied relevant information when customers have not requested it

(k) have used agreed organisational procedures when solving problems

(l) have made exceptions to usual practice with the agreement of others

N029875 –

Can

did

ate

Logbook

– S

VQ

2 in F

ront

of H

ouse

at

SCQ

F Le

vel 5 –

Issu

e 2 –

April 2013 ©

Pea

rson E

duca

tion L

imited

2013

257

What

you

must

do

To a

chie

ve t

his

ele

men

t yo

u m

ust

giv

e su

ffic

ient

evid

ence

to d

emonst

rate

your

com

pet

ence

for

each

sta

ndar

d.

Pra

ctic

al

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

To m

eet

the

nat

ional

st

andar

d y

ou m

ust

:

11 D

iscu

ss a

nd a

gre

e th

e options

for

solv

ing

the

pro

ble

m w

ith y

our

cust

om

er

12 T

ake

action t

o

imple

men

t th

e option

agre

ed w

ith y

our

cust

om

er

13 W

ork

with o

ther

s an

d y

our

cust

om

er t

o

mak

e su

re t

hat

any

pro

mis

es r

elat

ed t

o

solv

ing t

he

pro

ble

m

are

kept

14 K

eep y

our

cust

om

er f

ully

in

form

ed a

bout

what

is

hap

pen

ing t

o

reso

lve

the

pro

ble

m

N029875 –

Can

did

ate

Logbook

– S

VQ

2 in F

ront

of H

ouse

at

SCQ

F Le

vel 5 –

Issu

e 2 –

April 2013 ©

Pea

rson E

duca

tion L

imited

2013

258

Pra

ctic

al

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

15 C

hec

k w

ith y

our

cust

om

er t

o m

ake

sure

the

pro

ble

m h

as

bee

n r

esolv

ed t

o t

hei

r sa

tisf

action

16 G

ive

clea

r re

asons

to y

our

cust

om

er

when

the

pro

ble

m h

as

not

bee

n r

esolv

ed t

o

thei

r sa

tisf

action

N029875 –

Can

did

ate

Logbook

– S

VQ

2 in F

ront

of H

ouse

at

SCQ

F Le

vel 5 –

Issu

e 2 –

April 2013 ©

Pea

rson E

duca

tion L

imited

2013

259

Elem

ent:

2G

EN5/1

0.3

T

ake

acti

on t

o re

solv

e cu

stom

er s

ervi

ce p

roble

ms

Wh

at

yo

u m

ust

co

ver:

(Ass

ess

or

to eco

rd r

an

ge w

ith

refe

ren

ce t

o e

lem

en

t

req

uir

em

en

ts)

Pra

ctic

al

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

C1

Reso

lvin

g

pro

ble

ms

a a

pro

ble

m f

irst

id

entified

by

cust

om

ers

b

a pro

ble

m

iden

tified

within

th

e org

anis

atio

n

bef

ore

it

has

af

fect

ed y

our

cust

om

er

c a

pro

ble

m c

ause

d

by

diffe

rence

s bet

wee

n y

our

cust

om

er’s

ex

pec

tations

and

what

you

r org

anis

atio

n c

an

offer

N029875 –

Can

did

ate

Logbook

– S

VQ

2 in F

ront

of H

ouse

at

SCQ

F Le

vel 5 –

Issu

e 2 –

April 2013 ©

Pea

rson E

duca

tion L

imited

2013

260

Elem

ent:

2G

EN5/1

0.3

T

ake

acti

on t

o re

solv

e cu

stom

er s

ervi

ce p

roble

ms

Wh

at

yo

u m

ust

co

ver:

(Ass

ess

or

to eco

rd r

an

ge w

ith

refe

ren

ce t

o e

lem

en

t

req

uir

em

en

ts)

Pra

ctic

al

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

d

a pro

ble

m c

ause

d

by

a sy

stem

or

pro

cedure

fai

lure

e a

pro

ble

m c

ause

d

by

a la

ck o

f re

sourc

es o

r hum

an e

rror

N029875 –

Can

did

ate

Logbook

– S

VQ

2 in F

ront

of H

ouse

at

SCQ

F Le

vel 5 –

Issu

e 2 –

April 2013 ©

Pea

rson E

duca

tion L

imited

2013

261

Elem

ent:

2G

EN5/1

0.3

T

ake

acti

on t

o re

solv

e cu

stom

er s

ervi

ce p

roble

ms

Wh

at

yo

u m

ust

co

ver:

(Ass

ess

or

to r

eco

rd r

an

ge w

ith

refe

ren

ce t

o e

lem

en

t

req

uir

em

en

ts)

Pra

ctic

al

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

C2

Reso

lvin

g

pro

ble

ms

a su

pplie

d r

elev

ant

info

rmat

ion w

hen

cu

stom

er h

ave

reques

ted it

b

supplie

d r

elev

ant

info

rmat

ion w

hen

cu

stom

ers

hav

e not

reques

ted it

c hav

e use

d

agre

ed

org

anis

atio

nal

pro

cedure

s w

hen

so

lvin

g p

roble

ms

d

hav

e m

ade

exce

ptions

to u

sual

pra

ctic

e w

ith t

he

agre

emen

t of

oth

ers

N029875 –

Can

did

ate

Logbook

– S

VQ

2 in F

ront

of H

ouse

at

SCQ

F Le

vel 5 –

Issu

e 2 –

April 2013 ©

Pea

rson E

duca

tion L

imited

2013

262

Ad

dit

ion

al evid

en

ce (

if a

pp

lica

ble

):

O =

dir

ect

ob

serv

ati

on

of

the learn

er’

s p

erf

orm

an

ce b

y t

heir

ass

ess

or

PD

= p

rofe

ssio

nal d

iscu

ssio

n

Q&

A =

ou

tco

mes

fro

m o

ral o

r w

ritt

en

qu

est

ion

ing

A

= a

ssig

nm

en

t, p

roje

ct/

case

stu

die

s

P =

pro

du

cts

of

the learn

er’

s w

ork

W

T =

au

then

tic

state

men

ts/

wit

ness

test

imo

ny

RA

= p

ers

on

al st

ate

men

ts a

nd

/o

r re

flect

ive a

cco

un

ts

EP

W =

exp

ert

wit

ness

test

imo

ny

Co

lum

n

key:

S =

ou

tco

me f

rom

sim

ula

tio

n,

wh

ere

perm

itte

d b

y t

he

ass

ess

men

t st

rate

gy

RP

L =

evid

en

ce o

f re

cog

nit

ion

of

pri

or

learn

ing

N029875 –

Can

did

ate

Logbook

– S

VQ

2 in F

ront

of H

ouse

at

SCQ

F Le

vel 5 –

Issu

e 2 –

April 2013 ©

Pea

rson E

duca

tion L

imited

2013

263

I co

nfirm

that

the

evid

ence

det

aile

d in t

his

Unit is

my

ow

n w

ork

and m

eets

the

requirem

ents

of

the

Nat

ional

Occ

upat

ional

sta

ndar

ds.

Can

did

ate

signat

ure

:____________________________________________________________

D

ate:

___________________

I co

nfirm

that

the

candid

ate

has

ach

ieve

d a

ll th

e re

quirem

ents

of th

is U

nit.

Ass

esso

r si

gnat

ure

:_____________________________________________________________

D

ate:

___________________

Counte

rsig

nin

g a

sses

sor

signat

ure

(if a

pplic

able

):_____________________________________

D

ate:

___________________

I co

nfirm

that

the

candid

ate’

s sa

mple

d w

ork

mee

ts t

he

stan

dar

ds

spec

ifie

d f

or

this

Unit a

nd m

ay b

e pre

sente

d for

exte

rnal

ver

ific

atio

n.

Inte

rnal

ver

ifie

r si

gnat

ure

:________________________________________________________

D

ate:

___________________

Counte

rsig

nin

g inte

rnal

ver

ifie

r (i

f ap

plic

able

):________________________________________

D

ate:

___________________

N029875 – Candidate Logbook – SVQ2 in Front of House at SCQF Level 5 –

Issue 2 – April 2013 © Pearson Education Limited 2013

264

N029875 – Candidate Logbook – SVQ2 in Front of House at SCQF Level 5 –

Issue 2 – April 2013 © Pearson Education Limited 2013

265

Unit 16: Promote additional services or products to customers

Unit code: 2GEN6/10

Unit credit: 6

SCQF Unit level: 5

Introduction

Services or products are continually changing in organisations to keep up with customers’ expectations. By offering new or improved services or products your organisation can increase customer satisfaction. Many organisations must promote these to be able to survive in a competitive world. This unit is about your need to keep pace with new developments and to encourage your customers to take an interest in them. Customers expect more and more services or products to be offered to meet their own growing expectations; from offering dinner reservations at check-in to providing a coffee and liqueurs service at the end of a meal. They need to be made aware of what is available from your organisation.

This unit is Unit A5 from the Institute of Customer Service suite of standards.

N029875 –

Can

did

ate

Logbook

– S

VQ

2 in F

ront

of H

ouse

at

SCQ

F Le

vel 5 –

Issu

e 2 –

April 2013 ©

Pea

rson E

duca

tion L

imited

2013

266

What

you

must

know

To a

chie

ve t

his

ele

men

t yo

u m

ust

giv

e su

ffic

ient

evid

ence

to d

emonst

rate

your

know

ledge

and u

nder

stan

din

g f

or

each

sta

ndar

d.

Kn

ow

led

ge

Typ

e o

f evid

en

ce

Date

For

the

whol

e unit

K1

Your

org

anis

atio

n’s

pro

cedure

s an

d s

yste

ms

for

enco

ura

gin

g t

he

use

of ad

ditio

nal

ser

vice

s

or

pro

duct

s

K2

How

additio

nal

ser

vice

s or

pro

duct

s w

ill b

enef

it y

our

cust

om

ers

K3

How

your

cust

om

er’s

use

of

additio

nal

ser

vice

s or

pro

duct

s w

ill b

enef

it y

our

org

anis

atio

n

K4

The

mai

n f

acto

rs t

hat

influen

ce c

ust

om

ers

to u

se y

our

serv

ices

or

pro

duct

s

K5

How

to intr

oduce

additio

nal

ser

vice

s or

pro

duct

s to

cust

om

ers,

outlin

ing t

hei

r ben

efits,

ove

rcom

ing r

eser

vations

and a

gre

eing t

o p

rovi

de

the

additio

nal

ser

vice

s or

pro

duct

s

K6

How

to g

ive

appro

priat

e, b

alan

ced info

rmat

ion t

o c

ust

om

ers

about

serv

ices

or

pro

duct

s

N029875 –

Can

did

ate

Logbook

– S

VQ

2 in F

ront

of H

ouse

at

SCQ

F Le

vel 5 –

Issu

e 2 –

April 2013 ©

Pea

rson E

duca

tion L

imited

2013

267

Ad

dit

ion

al evid

en

ce (

if a

pp

lica

ble

):

O =

dir

ect

ob

serv

ati

on

of

the learn

er’

s p

erf

orm

an

ce b

y t

heir

ass

ess

or

PD

= p

rofe

ssio

nal d

iscu

ssio

n

Q&

A =

ou

tco

mes

fro

m o

ral o

r w

ritt

en

qu

est

ion

ing

A

= a

ssig

nm

en

t, p

roje

ct/

case

stu

die

s

P =

pro

du

cts

of

the learn

er’

s w

ork

W

T =

au

then

tic

state

men

ts/

wit

ness

test

imo

ny

RA

= p

ers

on

al st

ate

men

ts a

nd

/o

r re

flect

ive a

cco

un

ts

EP

W =

exp

ert

wit

ness

test

imo

ny

Co

lum

n

key:

S =

ou

tco

me f

rom

sim

ula

tio

n,

wh

ere

perm

itte

d b

y t

he

ass

ess

men

t st

rate

gy

RP

L =

evid

en

ce o

f re

cog

nit

ion

of

pri

or

learn

ing

N029875 –

Can

did

ate

Logbook

– S

VQ

2 in F

ront

of H

ouse

at

SCQ

F Le

vel 5 –

Issu

e 2 –

April 2013 ©

Pea

rson E

duca

tion L

imited

2013

268

I co

nfirm

that

the

evid

ence

det

aile

d in t

his

Unit is

my

ow

n w

ork

and m

eets

the

requirem

ents

of

the

Nat

ional

Occ

upat

ional

sta

ndar

ds.

Can

did

ate

signat

ure

:____________________________________________________________

D

ate:

___________________

I co

nfirm

that

the

candid

ate

has

ach

ieve

d a

ll th

e re

quirem

ents

of th

is U

nit.

Ass

esso

r si

gnat

ure

:_____________________________________________________________

D

ate:

___________________

Counte

rsig

nin

g a

sses

sor

signat

ure

(if a

pplic

able

):_____________________________________

D

ate:

___________________

I co

nfirm

that

the

candid

ate’

s sa

mple

d w

ork

mee

ts t

he

stan

dar

ds

spec

ifie

d f

or

this

Unit a

nd m

ay b

e pre

sente

d for

exte

rnal

ver

ific

atio

n.

Inte

rnal

ver

ifie

r si

gnat

ure

:________________________________________________________

D

ate:

___________________

Counte

rsig

nin

g inte

rnal

ver

ifie

r (i

f ap

plic

able

):________________________________________

D

ate:

___________________

N029875 – Candidate Logbook – SVQ2 in Front of House at SCQF Level 5 –

Issue 2 – April 2013 © Pearson Education Limited 2013

269

Identify additional services or products that are available 2GEN6/10.1

What you must cover

C1 Additional services or products (at least All from)

(a) uses of services or products that are new to your customer

(b) additional use of services or products that your customer has used before

C2 Identifying customer needs (at least All from)

(a) identify what your customer wants by seeking information directly

(b) identify what your customer wants from spontaneous customer comments

N029875 –

Can

did

ate

Logbook

– S

VQ

2 in F

ront

of H

ouse

at

SCQ

F Le

vel 5 –

Issu

e 2 –

April 2013 ©

Pea

rson E

duca

tion L

imited

2013

270

What

you

must

do

To a

chie

ve t

his

ele

men

t yo

u m

ust

giv

e su

ffic

ient

evid

ence

to d

emonst

rate

your

com

pet

ence

for

each

sta

ndar

d.

Pra

ctic

al

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

To m

eet

the

nat

ional

st

andar

d y

ou m

ust

:

1

Updat

e an

d

dev

elop y

our

know

ledge

of

your

org

anis

atio

n’s

ser

vice

s or

pro

duct

s

2

Chec

k w

ith o

ther

s w

hen

you

are

unsu

re

about

new

ser

vice

or

pro

duct

det

ails

3

Iden

tify

ap

pro

priat

e se

rvic

es

or

pro

duct

s th

at m

ay

inte

rest

your

cust

om

er

4

Spot

opport

unitie

s fo

r offer

ing y

our

cust

om

er a

dditio

nal

se

rvic

es o

r pro

duct

s th

at w

ill im

pro

ve t

hei

r cu

stom

er e

xper

ience

N029875 –

Can

did

ate

Logbook

– S

VQ

2 in F

ront

of H

ouse

at

SCQ

F Le

vel 5 –

Issu

e 2 –

April 2013 ©

Pea

rson E

duca

tion L

imited

2013

271

Elem

ent:

2G

EN6/1

0.1

Id

enti

fy a

ddi

tion

al s

erv

ices

or

pro

duct

s th

at a

re a

vailab

le

Wh

at

yo

u m

ust

co

ver:

(Ass

ess

or

to r

eco

rd r

an

ge w

ith

refe

ren

ce t

o e

lem

en

t

req

uir

em

en

ts)

Pra

ctic

al

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

C1

Ad

dit

ion

al se

rvic

es

or

pro

du

cts

a use

s of

serv

ices

or

pro

duct

s th

at a

re

new

to y

our

cust

om

er

b

additio

nal

use

of

serv

ices

or

pro

duct

s th

at y

our

cust

om

er h

as u

sed

bef

ore

C2

Id

en

tify

ing

cu

sto

mer

need

s

a id

entify

what

your

cust

om

er w

ants

by

seek

ing

info

rmat

ion d

irec

tly

b

iden

tify

what

your

cust

om

er w

ants

fr

om

sponta

neo

us

cust

om

er

com

men

ts

N029875 –

Can

did

ate

Logbook

– S

VQ

2 in F

ront

of H

ouse

at

SCQ

F Le

vel 5 –

Issu

e 2 –

April 2013 ©

Pea

rson E

duca

tion L

imited

2013

272

Ad

dit

ion

al evid

en

ce (

if a

pp

lica

ble

):

O =

dir

ect

ob

serv

ati

on

of

the learn

er’

s p

erf

orm

an

ce b

y t

heir

ass

ess

or

PD

= p

rofe

ssio

nal d

iscu

ssio

n

Q&

A =

ou

tco

mes

fro

m o

ral o

r w

ritt

en

qu

est

ion

ing

A

= a

ssig

nm

en

t, p

roje

ct/

case

stu

die

s

P =

pro

du

cts

of

the learn

er’

s w

ork

W

T =

au

then

tic

state

men

ts/

wit

ness

test

imo

ny

RA

= p

ers

on

al st

ate

men

ts a

nd

/o

r re

flect

ive a

cco

un

ts

EP

W =

exp

ert

wit

ness

test

imo

ny

Co

lum

n

key:

S =

ou

tco

me f

rom

sim

ula

tio

n,

wh

ere

perm

itte

d b

y t

he

ass

ess

men

t st

rate

gy

RP

L =

evid

en

ce o

f re

cog

nit

ion

of

pri

or

learn

ing

N029875 –

Can

did

ate

Logbook

– S

VQ

2 in F

ront

of H

ouse

at

SCQ

F Le

vel 5 –

Issu

e 2 –

April 2013 ©

Pea

rson E

duca

tion L

imited

2013

273

I co

nfirm

that

the

evid

ence

det

aile

d in t

his

Unit is

my

ow

n w

ork

and m

eets

the

requirem

ents

of

the

Nat

ional

Occ

upat

ional

Sta

ndar

ds.

Can

did

ate

signat

ure

:____________________________________________________________

D

ate:

___________________

I co

nfirm

that

the

candid

ate

has

ach

ieve

d a

ll th

e re

quirem

ents

of th

is U

nit.

Ass

esso

r si

gnat

ure

:_____________________________________________________________

D

ate:

___________________

Counte

rsig

nin

g a

sses

sor

signat

ure

(if a

pplic

able

):_____________________________________

D

ate:

___________________

I co

nfirm

that

the

candid

ate’

s sa

mple

d w

ork

mee

ts t

he

stan

dar

ds

spec

ifie

d f

or

this

Unit a

nd m

ay b

e pre

sente

d for

exte

rnal

ver

ific

atio

n.

Inte

rnal

ver

ifie

r si

gnat

ure

:________________________________________________________

D

ate:

___________________

Counte

rsig

nin

g inte

rnal

ver

ifie

r (i

f ap

plic

able

):________________________________________

D

ate:

___________________

N029875 – Candidate Logbook – SVQ2 in Front of House at SCQF Level 5 –

Issue 2 – April 2013 © Pearson Education Limited 2013

274

Inform customers about additional services or products 2GEN6/10.2

What you must you must cover

C1 Additional services or products (at least All from)

(a) uses of services or products that are new to your customer

(b) additional use of services or products that your customer has used before

C2 Identifying customer needs (at least All from)

(a) identify what your customer wants by seeking information directly

(b) identify what your customer wants from spontaneous customer comments

N029875 –

Can

did

ate

Logbook

– S

VQ

2 in F

ront

of H

ouse

at

SCQ

F Le

vel 5 –

Issu

e 2 –

April 2013 ©

Pea

rson E

duca

tion L

imited

2013

275

What

you

must

do

To a

chie

ve t

his

ele

men

t yo

u m

ust

giv

e su

ffic

ient

evid

ence

to d

emonst

rate

your

com

pet

ence

for

each

sta

ndar

d.

Pra

ctic

al

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

To m

eet

the

nat

ional

st

andar

d y

ou m

ust

:

5

Choose

the

bes

t tim

e to

info

rm y

our

cust

om

er a

bout

additio

nal

ser

vice

s or

pro

duct

s

6

Choose

the

bes

t m

ethod o

f co

mm

unic

atio

n t

o

intr

oduce

your

cust

om

er t

o ad

ditio

nal

se

rvic

es o

r pro

duct

s

N029875 –

Can

did

ate

Logbook

– S

VQ

2 in F

ront

of H

ouse

at

SCQ

F Le

vel 5 –

Issu

e 2 –

April 2013 ©

Pea

rson E

duca

tion L

imited

2013

276

Pra

ctic

al

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

To m

eet

the

nat

ional

st

andar

d y

ou m

ust

:

7

Giv

e yo

ur

cust

om

er a

ccura

te

and s

uffic

ient

info

rmat

ion t

o e

nab

le

them

to m

ake

a dec

isio

n a

bout

the

additio

nal

ser

vice

s or

pro

duct

s

8

Giv

e yo

ur

cust

om

er t

ime

to a

sk

ques

tions

about

the

additio

nal

ser

vice

s or

pro

duct

s

N029875 –

Can

did

ate

Logbook

– S

VQ

2 in F

ront

of H

ouse

at

SCQ

F Le

vel 5 –

Issu

e 2 –

April 2013 ©

Pea

rson E

duca

tion L

imited

2013

277

Elem

ent:

2G

EN6/1

0.2

In

form

cust

omer

s ab

out

addit

ional

ser

vice

s or

pro

duct

s

Wh

at

yo

u m

ust

co

ver:

(Ass

ess

or

to r

eco

rd r

an

ge w

ith

refe

ren

ce t

o e

lem

en

t

req

uir

em

en

ts)

Pra

ctic

al

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

C1

Ad

dit

ion

al se

rvic

es

or

pro

du

cts

c use

s of

serv

ices

or

pro

duct

s th

at a

re

new

to y

our

cust

om

er

d

additio

nal

use

of

serv

ices

or

pro

duct

s th

at y

our

cust

om

er h

as u

sed

bef

ore

C2

Id

en

tify

ing

cu

sto

mer

need

s

c id

entify

what

your

cust

om

er w

ants

by

seek

ing

info

rmat

ion d

irec

tly

d

iden

tify

what

your

cust

om

er w

ants

fr

om

sponta

neo

us

cust

om

er

com

men

ts

N029875 –

Can

did

ate

Logbook

– S

VQ

2 in F

ront

of H

ouse

at

SCQ

F Le

vel 5 –

Issu

e 2 –

April 2013 ©

Pea

rson E

duca

tion L

imited

2013

278

Ad

dit

ion

al evid

en

ce (

if a

pp

lica

ble

):

O =

dir

ect

ob

serv

ati

on

of

the learn

er’

s p

erf

orm

an

ce b

y t

heir

ass

ess

or

PD

= p

rofe

ssio

nal d

iscu

ssio

n

Q&

A =

ou

tco

mes

fro

m o

ral o

r w

ritt

en

qu

est

ion

ing

A

= a

ssig

nm

en

t, p

roje

ct/

case

stu

die

s

P =

pro

du

cts

of

the learn

er’

s w

ork

W

T =

au

then

tic

state

men

ts/

wit

ness

test

imo

ny

RA

= p

ers

on

al st

ate

men

ts a

nd

/o

r re

flect

ive a

cco

un

ts

EP

W =

exp

ert

wit

ness

test

imo

ny

Co

lum

n

key:

S =

ou

tco

me f

rom

sim

ula

tio

n,

wh

ere

perm

itte

d b

y t

he

ass

ess

men

t st

rate

gy

RP

L =

evid

en

ce o

f re

cog

nit

ion

of

pri

or

learn

ing

N029875 –

Can

did

ate

Logbook

– S

VQ

2 in F

ront

of H

ouse

at

SCQ

F Le

vel 5 –

Issu

e 2 –

April 2013 ©

Pea

rson E

duca

tion L

imited

2013

279

I co

nfirm

that

the

evid

ence

det

aile

d in t

his

Unit is

my

ow

n w

ork

and m

eets

the

requirem

ents

of

the

Nat

ional

Occ

upat

ional

Sta

ndar

ds.

Can

did

ate

signat

ure

:____________________________________________________________

D

ate:

___________________

I co

nfirm

that

the

candid

ate

has

ach

ieve

d a

ll th

e re

quirem

ents

of th

is U

nit.

Ass

esso

r si

gnat

ure

:_____________________________________________________________

D

ate:

___________________

Counte

rsig

nin

g a

sses

sor

signat

ure

(if a

pplic

able

):_____________________________________

D

ate:

___________________

I co

nfirm

that

the

candid

ate’

s sa

mple

d w

ork

mee

ts t

he

stan

dar

ds

spec

ifie

d f

or

this

Unit a

nd m

ay b

e pre

sente

d for

exte

rnal

ver

ific

atio

n.

Inte

rnal

ver

ifie

r si

gnat

ure

:________________________________________________________

D

ate:

___________________

Counte

rsig

nin

g inte

rnal

ver

ifie

r (i

f ap

plic

able

):________________________________________

D

ate:

___________________

N029875 – Candidate Logbook – SVQ2 in Front of House at SCQF Level 5 –

Issue 2 – April 2013 © Pearson Education Limited 2013

280

Gain customer commitment to using additional services or products 2GEN6/10.3

What you must cover

C1 Additional services or products (at least All from)

(a) uses of services or products that are new to your customer

(b) additional use of services or products that your customer has used before

C2 Identifying customer needs (at least All from)

(a) identify what your customer wants by seeking information directly

(b) identify what your customer wants from spontaneous customer comment

N029875 –

Can

did

ate

Logbook

– S

VQ

2 in F

ront

of H

ouse

at

SCQ

F Le

vel 5 –

Issu

e 2 –

April 2013 ©

Pea

rson E

duca

tion L

imited

2013

281

What

you

must

do

To a

chie

ve t

his

ele

men

t yo

u m

ust

giv

e su

ffic

ient

evid

ence

to d

emonst

rate

your

com

pet

ence

for

each

sta

ndar

d.

Pra

ctic

al

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

To m

eet

the

nat

ional

st

andar

d y

ou m

ust

:

9

Clo

se t

he

conve

rsat

ion if

your

cust

om

er s

how

s no

inte

rest

10 G

ive

info

rmat

ion

to m

ove

the

situ

atio

n

forw

ard w

hen

your

cust

om

er s

how

s in

tere

st

11 S

ecure

cust

om

er

agre

emen

t an

d c

hec

k cu

stom

er

under

stan

din

g o

f th

e del

iver

y of

the

serv

ice

or

pro

duct

N029875 –

Can

did

ate

Logbook

– S

VQ

2 in F

ront

of H

ouse

at

SCQ

F Le

vel 5 –

Issu

e 2 –

April 2013 ©

Pea

rson E

duca

tion L

imited

2013

282

Pra

ctic

al

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

To m

eet

the

nat

ional

st

andar

d y

ou m

ust

:

12 T

ake

action t

o

ensu

re p

rom

pt

del

iver

y of

the

additio

nal

ser

vice

s or

pro

duct

s to

your

cust

om

er

13 R

efer

your

cust

om

er t

o oth

ers

or

to a

lter

nat

ive

sourc

es

of

info

rmat

ion,

if t

he

additio

nal

ser

vice

s or

pro

duct

s ar

e not

your

resp

onsi

bili

ty

N029875 –

Can

did

ate

Logbook

– S

VQ

2 in F

ront

of H

ouse

at

SCQ

F Le

vel 5 –

Issu

e 2 –

April 2013 ©

Pea

rson E

duca

tion L

imited

2013

283

Elem

ent:

2G

EN6/1

0.3

G

ain c

ust

omer

com

mit

men

t to

usi

ng

addit

ional

ser

vice

s or

pro

duct

s

Wh

at

yo

u m

ust

co

ver:

(Ass

ess

or

to r

eco

rd r

an

ge w

ith

refe

ren

ce t

o e

lem

en

t

req

uir

em

en

ts)

Pra

ctic

al

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

C1

Ad

dit

ion

al se

rvic

es

or

pro

du

cts

e use

s of

serv

ices

or

pro

duct

s th

at a

re

new

to y

our

cust

om

er

f ad

ditio

nal

use

of

serv

ices

or

pro

duct

s th

at y

our

cust

om

er h

as u

sed

bef

ore

C2

Id

en

tify

ing

cu

sto

mer

need

s

e id

entify

what

your

cust

om

er w

ants

by

seek

ing

info

rmat

ion d

irec

tly

f id

entify

what

your

cust

om

er w

ants

fr

om

sponta

neo

us

cust

om

er

com

men

ts

N029875 –

Can

did

ate

Logbook

– S

VQ

2 in F

ront

of H

ouse

at

SCQ

F Le

vel 5 –

Issu

e 2 –

April 2013 ©

Pea

rson E

duca

tion L

imited

2013

284

Ad

dit

ion

al evid

en

ce (

if a

pp

lica

ble

):

O =

dir

ect

ob

serv

ati

on

of

the learn

er’

s p

erf

orm

an

ce b

y t

heir

ass

ess

or

PD

= p

rofe

ssio

nal d

iscu

ssio

n

Q&

A =

ou

tco

mes

fro

m o

ral o

r w

ritt

en

qu

est

ion

ing

A

= a

ssig

nm

en

t, p

roje

ct/

case

stu

die

s

P =

pro

du

cts

of

the learn

er’

s w

ork

W

T =

au

then

tic

state

men

ts/

wit

ness

test

imo

ny

RA

= p

ers

on

al st

ate

men

ts a

nd

/o

r re

flect

ive a

cco

un

ts

EP

W =

exp

ert

wit

ness

test

imo

ny

Co

lum

n

key:

S =

ou

tco

me f

rom

sim

ula

tio

n,

wh

ere

perm

itte

d b

y t

he

ass

ess

men

t st

rate

gy

RP

L =

evid

en

ce o

f re

cog

nit

ion

of

pri

or

learn

ing

N029875 –

Can

did

ate

Logbook

– S

VQ

2 in F

ront

of H

ouse

at

SCQ

F Le

vel 5 –

Issu

e 2 –

April 2013 ©

Pea

rson E

duca

tion L

imited

2013

285

I co

nfirm

that

the

evid

ence

det

aile

d in t

his

Unit is

my

ow

n w

ork

and m

eets

the

requirem

ents

of

the

Nat

ional

Occ

upat

ional

Sta

ndar

ds.

Can

did

ate

signat

ure

:____________________________________________________________

D

ate:

___________________

I co

nfirm

that

the

candid

ate

has

ach

ieve

d a

ll th

e re

quirem

ents

of th

is U

nit.

Ass

esso

r si

gnat

ure

:_____________________________________________________________

D

ate:

___________________

Counte

rsig

nin

g a

sses

sor

signat

ure

(if a

pplic

able

):_____________________________________

D

ate:

___________________

I co

nfirm

that

the

candid

ate’

s sa

mple

d w

ork

mee

ts t

he

stan

dar

ds

spec

ifie

d f

or

this

Unit a

nd m

ay b

e pre

sente

d for

exte

rnal

ver

ific

atio

n.

Inte

rnal

ver

ifie

r si

gnat

ure

:________________________________________________________

D

ate:

___________________

Counte

rsig

nin

g inte

rnal

ver

ifie

r (i

f ap

plic

able

):________________________________________

D

ate:

___________________

N029875 – Candidate Logbook – SVQ2 in Front of House at SCQF Level 5 –

Issue 2 – April 2013 © Pearson Education Limited 2013

286

N029875 – Candidate Logbook – SVQ2 in Front of House at SCQF Level 5 –

Issue 2 – April 2013 © Pearson Education Limited 2013

287

Unit 17: Deal with customers across a language divide

Unit code: 2GEN7/10

Unit credit: 8

SCQF Unit level: 5

Introduction

Customer service is frequently delivered across a language divide. In a multi−cultural society many customers may have a different first language from those delivering customer service to them. This language divide can present a real challenge to those who deliver customer service. This unit is about preparing to deliver customer service across a language divide and seeing through that delivery. The unit covers the steps that are needed to deal with customers with different language preferences without having full access to your customer’s first language. You should choose this unit if you frequently deal across a language divide. Remember, customers can be both external and internal to your organisation.

This unit is Unit B5 from the Institute of Customer Services suite of standards.

N029875 –

Can

did

ate

Logbook

– S

VQ

2 in F

ront

of H

ouse

at

SCQ

F Le

vel 5 –

Issu

e 2 –

April 2013 ©

Pea

rson E

duca

tion L

imited

2013

288

What

you

must

know

To a

chie

ve t

his

ele

men

t yo

u m

ust

giv

e su

ffic

ient

evid

ence

to d

emonst

rate

your

know

ledge

and u

nder

stan

din

g f

or

each

sta

ndar

d.

Kn

ow

led

ge

Typ

e o

f evid

en

ce

Date

For

the

whol

e unit

K1

The

languag

es t

hat

you

are

most

lik

ely

to e

nco

unte

r am

ong g

roups

of y

our

cust

omer

s

K2

How

to g

reet

, th

ank

and s

ay far

ewel

l to

cust

omer

s in

thei

r firs

t la

nguag

es

K3

The

import

ance

of

dea

ling w

ith c

ust

om

ers

in t

hei

r firs

t la

nguag

e if p

oss

ible

K4

How

to e

xpla

in t

o a

cust

om

er t

hat

you c

annot

hold

an e

xten

ded

conve

rsat

ion in t

hei

r firs

t la

nguag

e

K5

The

import

ance

of to

ne,

pac

e an

d v

olu

me

when

dea

ling w

ith c

ust

om

ers

acro

ss a

lan

guag

e div

ide

K6

Poss

ible

sourc

es o

f as

sist

ance

to u

se w

hen

a lan

guag

e bar

rier

dem

ands

additio

nal

lan

guag

e sk

ills

N029875 –

Can

did

ate

Logbook

– S

VQ

2 in F

ront

of H

ouse

at

SCQ

F Le

vel 5 –

Issu

e 2 –

April 2013 ©

Pea

rson E

duca

tion L

imited

2013

289

Ad

dit

ion

al evid

en

ce (

if a

pp

lica

ble

):

O =

dir

ect

ob

serv

ati

on

of

the learn

er’

s p

erf

orm

an

ce b

y t

heir

ass

ess

or

PD

= p

rofe

ssio

nal d

iscu

ssio

n

Q&

A =

ou

tco

mes

fro

m o

ral o

r w

ritt

en

qu

est

ion

ing

A

= a

ssig

nm

en

t, p

roje

ct/

case

stu

die

s

P =

pro

du

cts

of

the learn

er’

s w

ork

W

T =

au

then

tic

state

men

ts/

wit

ness

test

imo

ny

RA

= p

ers

on

al st

ate

men

ts a

nd

/o

r re

flect

ive a

cco

un

ts

EP

W =

exp

ert

wit

ness

test

imo

ny

Co

lum

n

key:

S =

ou

tco

me f

rom

sim

ula

tio

n,

wh

ere

perm

itte

d b

y t

he

ass

ess

men

t st

rate

gy

RP

L =

evid

en

ce o

f re

cog

nit

ion

of

pri

or

learn

ing

N029875 –

Can

did

ate

Logbook

– S

VQ

2 in F

ront

of H

ouse

at

SCQ

F Le

vel 5 –

Issu

e 2 –

April 2013 ©

Pea

rson E

duca

tion L

imited

2013

290

I co

nfirm

that

the

evid

ence

det

aile

d in t

his

Unit is

my

ow

n w

ork

and m

eets

the

requirem

ents

of

the

Nat

ional

Occ

upat

ional

Sta

ndar

ds.

Can

did

ate

signat

ure

:____________________________________________________________

D

ate:

___________________

I co

nfirm

that

the

candid

ate

has

ach

ieve

d a

ll th

e re

quirem

ents

of th

is U

nit.

Ass

esso

r si

gnat

ure

:_____________________________________________________________

D

ate:

___________________

Counte

rsig

nin

g a

sses

sor

signat

ure

(if a

pplic

able

):_____________________________________

D

ate:

___________________

I co

nfirm

that

the

candid

ate’

s sa

mple

d w

ork

mee

ts t

he

stan

dar

ds

spec

ifie

d f

or

this

Unit a

nd m

ay b

e pre

sente

d for

exte

rnal

ver

ific

atio

n.

Inte

rnal

ver

ifie

r si

gnat

ure

:________________________________________________________

D

ate:

___________________

Counte

rsig

nin

g inte

rnal

ver

ifie

r (i

f ap

plic

able

):________________________________________

D

ate:

___________________

N029875 – Candidate Logbook – SVQ2 in Front of House at SCQF Level 5 –

Issue 2 – April 2013 © Pearson Education Limited 2013

291

Prepare to deal with customers with a different first language 2GEN7/10.1

What you must cover

C1 Dealing with customers (at least All from)

(a) during routine delivery of customer service

(b) during a busy time in your job

(c) during a quiet time in your job

N029875 –

Can

did

ate

Logbook

– S

VQ

2 in F

ront

of H

ouse

at

SCQ

F Le

vel 5 –

Issu

e 2 –

April 2013 ©

Pea

rson E

duca

tion L

imited

2013

292

What

you

must

do

To a

chie

ve t

his

ele

men

t yo

u m

ust

giv

e su

ffic

ient

evid

ence

to d

emonst

rate

your

com

pet

ence

for

each

sta

ndar

d.

Pra

ctic

al

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

To m

eet

the

nat

ional

st

andar

d y

ou m

ust

:

1

Iden

tify

the

languag

e or

languag

es

oth

er t

han

your

own

that

you a

re m

ost

lik

ely

to c

om

e ac

ross

w

hen

dea

ling w

ith

cust

om

ers

2

Lear

n a

gre

etin

g,

an e

xpre

ssio

n o

f th

anks

and a

far

ewel

l phra

se in t

he

languag

e yo

u e

xpec

t to

enco

unte

r

3

Iden

tify

a s

ourc

e of

assi

stan

ce w

ith a

la

nguag

e yo

u e

xpec

t to

enco

unte

r w

hen

del

iver

ing c

ust

om

er

serv

ice

N029875 –

Can

did

ate

Logbook

– S

VQ

2 in F

ront

of H

ouse

at

SCQ

F Le

vel 5 –

Issu

e 2 –

April 2013 ©

Pea

rson E

duca

tion L

imited

2013

293

Pra

ctic

al

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

To m

eet

the

nat

ional

st

andar

d y

ou m

ust

:

4

Agre

e w

ith

colle

agues

info

rmal

si

gnin

g o

ptions

that

m

ay b

e use

d f

or

key

aspec

ts o

f yo

ur

serv

ices

or

pro

duct

s w

hen

dea

ling w

ith

som

ebody

with a

diffe

rent

firs

t la

nguag

e

5

Log u

sefu

l w

ord

s an

d p

hra

ses

to

support

your

dea

lings

with a

cust

omer

with

a diffe

rent

firs

t la

nguag

e

6

Lear

n a

n

appro

priat

e phra

se t

o

expla

in t

o y

our

cust

om

er in t

hei

r firs

t la

nguag

e th

at y

ou d

o

not

spea

k th

at

languag

e fluen

tly

N029875 –

Can

did

ate

Logbook

– S

VQ

2 in F

ront

of H

ouse

at

SCQ

F Le

vel 5 –

Issu

e 2 –

April 2013 ©

Pea

rson E

duca

tion L

imited

2013

294

Elem

ent:

2G

EN7/1

0.1

Pre

pare

to

dea

l w

ith c

ust

omer

s w

ith a

dif

fere

nt

firs

t la

ngu

age

Wh

at

yo

u m

ust

co

ver:

(Ass

ess

or

to r

eco

rd r

an

ge w

ith

refe

ren

ce t

o e

lem

en

t

req

uir

em

en

ts)

Pra

ctic

al

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

C1

Dealin

g w

ith

cu

sto

mers

a during r

outine

del

iver

y of

cust

om

er s

ervi

ce

b

during a

busy

tim

e in

your

job

c during a

quie

t tim

e in

your

job

N029875 –

Can

did

ate

Logbook

– S

VQ

2 in F

ront

of H

ouse

at

SCQ

F Le

vel 5 –

Issu

e 2 –

April 2013 ©

Pea

rson E

duca

tion L

imited

2013

295

Ad

dit

ion

al evid

en

ce (

if a

pp

lica

ble

):

O =

dir

ect

ob

serv

ati

on

of

the learn

er’

s p

erf

orm

an

ce b

y t

heir

ass

ess

or

PD

= p

rofe

ssio

nal d

iscu

ssio

n

Q&

A =

ou

tco

mes

fro

m o

ral o

r w

ritt

en

qu

est

ion

ing

A

= a

ssig

nm

en

t, p

roje

ct/

case

stu

die

s

P =

pro

du

cts

of

the learn

er’

s w

ork

W

T =

au

then

tic

state

men

ts/

wit

ness

test

imo

ny

RA

= p

ers

on

al st

ate

men

ts a

nd

/o

r re

flect

ive a

cco

un

ts

EP

W =

exp

ert

wit

ness

test

imo

ny

Co

lum

n

key:

S =

ou

tco

me f

rom

sim

ula

tio

n,

wh

ere

perm

itte

d b

y t

he

ass

ess

men

t st

rate

gy

RP

L =

evid

en

ce o

f re

cog

nit

ion

of

pri

or

learn

ing

N029875 –

Can

did

ate

Logbook

– S

VQ

2 in F

ront

of H

ouse

at

SCQ

F Le

vel 5 –

Issu

e 2 –

April 2013 ©

Pea

rson E

duca

tion L

imited

2013

296

I co

nfirm

that

the

evid

ence

det

aile

d in t

his

Unit is

my

ow

n w

ork

and m

eets

the

requirem

ents

of

the

Nat

ional

Occ

upat

ional

Sta

ndar

ds.

Can

did

ate

signat

ure

:____________________________________________________________

D

ate:

___________________

I co

nfirm

that

the

candid

ate

has

ach

ieve

d a

ll th

e re

quirem

ents

of th

is U

nit.

Ass

esso

r si

gnat

ure

:_____________________________________________________________

D

ate:

___________________

Counte

rsig

nin

g a

sses

sor

signat

ure

(if a

pplic

able

):_____________________________________

D

ate:

___________________

I co

nfirm

that

the

candid

ate’

s sa

mple

d w

ork

mee

ts t

he

stan

dar

ds

spec

ifie

d f

or

this

Unit a

nd m

ay b

e pre

sente

d for

exte

rnal

ver

ific

atio

n.

Inte

rnal

ver

ifie

r si

gnat

ure

:________________________________________________________

D

ate:

___________________

Counte

rsig

nin

g inte

rnal

ver

ifie

r (i

f ap

plic

able

):________________________________________

D

ate:

___________________

N029875 – Candidate Logbook – SVQ2 in Front of House at SCQF Level 5 –

Issue 2 – April 2013 © Pearson Education Limited 2013

297

Deal with customers who speak a different first language from your own 2GEN7/10.2

What you must cover

C1 Dealing with customers (at least All from)

(a) during routine delivery of customer service

(b) during a busy time in your job

(c) during a quiet time in your job

N029875 –

Can

did

ate

Logbook

– S

VQ

2 in F

ront

of H

ouse

at

SCQ

F Le

vel 5 –

Issu

e 2 –

April 2013 ©

Pea

rson E

duca

tion L

imited

2013

298

What

you

must

do

To a

chie

ve t

his

ele

men

t yo

u m

ust

giv

e su

ffic

ient

evid

ence

to d

emonst

rate

your

com

pet

ence

for

each

sta

ndar

d.

Pra

ctic

al

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

To m

eet

the

nat

ional

st

andar

d y

ou m

ust

:

7

Iden

tify

you

r cu

stom

er’s

first

la

nguag

e an

d indic

ate

to t

hem

that

you a

re

awar

e of

this

8

Est

ablis

h t

he

expec

tations

of yo

ur

cust

om

er r

egar

din

g

whet

her

they

exp

ect

to d

eal in

your

firs

t la

nguag

e or

thei

rs

9

Spea

k cl

early

and

slow

ly if

usi

ng a

la

nguag

e w

hic

h is

not

the

firs

t la

nguag

e fo

r ei

ther

you o

r yo

ur

cust

om

er

N029875 –

Can

did

ate

Logbook

– S

VQ

2 in F

ront

of H

ouse

at

SCQ

F Le

vel 5 –

Issu

e 2 –

April 2013 ©

Pea

rson E

duca

tion L

imited

2013

299

Pra

ctic

al

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

To m

eet

the

nat

ional

st

andar

d y

ou m

ust

:

10 M

ainta

in a

co

nsi

sten

t to

ne

and

volu

me

when

dea

ling

with s

om

ebody

acro

ss

a la

nguag

e div

ide

11 L

iste

n c

lose

ly t

o

your

cust

omer

to

iden

tify

any

word

s th

ey m

ay b

e usi

ng in a

w

ay t

hat

diffe

rs f

rom

th

e w

ay y

ou w

ould

gen

eral

ly u

se t

he

sam

e w

ord

s

12 C

hec

k yo

ur

under

stan

din

g o

f sp

ecific

word

s w

ith

your

cust

omer

usi

ng

ques

tions

for

clar

ific

atio

n

N029875 –

Can

did

ate

Logbook

– S

VQ

2 in F

ront

of H

ouse

at

SCQ

F Le

vel 5 –

Issu

e 2 –

April 2013 ©

Pea

rson E

duca

tion L

imited

2013

300

Pra

ctic

al

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

To m

eet

the

nat

ional

st

andar

d y

ou m

ust

:

13 S

eek

appro

priat

e as

sist

ance

fro

m

colle

agues

if

you a

re

unab

le t

o c

om

ple

te a

cu

stom

er t

ransa

ctio

n

bec

ause

of

languag

e bar

rier

s

14 R

eword

a q

ues

tion

or

expla

nat

ion if

your

cust

om

er c

lear

ly d

oes

not

under

stan

d y

our

origin

al w

ord

ing

15 U

se a

few

word

s of

your

cust

omer

’s f

irst

la

nguag

e to

cre

ate

a ra

pport

N029875 –

Can

did

ate

Logbook

– S

VQ

2 in F

ront

of H

ouse

at

SCQ

F Le

vel 5 –

Issu

e 2 –

April 2013 ©

Pea

rson E

duca

tion L

imited

2013

301

Elem

ent:

2G

EN7/1

0.2

D

eal w

ith c

ust

omer

s w

ho

spea

k a

dif

fere

nt

firs

t la

ngu

age

from

you

r ow

n

Wh

at

yo

u m

ust

co

ver:

(Ass

ess

or

to r

eco

rd r

an

ge w

ith

refe

ren

ce t

o e

lem

en

t

req

uir

em

en

ts)

Pra

ctic

al

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

C1

Dealin

g w

ith

cu

sto

mers

d

during r

outine

del

iver

y of

cust

om

er s

ervi

ce

e during a

busy

tim

e in

your

job

f during a

quie

t tim

e in

your

job

N029875 –

Can

did

ate

Logbook

– S

VQ

2 in F

ront

of H

ouse

at

SCQ

F Le

vel 5 –

Issu

e 2 –

April 2013 ©

Pea

rson E

duca

tion L

imited

2013

302

Ad

dit

ion

al evid

en

ce (

if a

pp

lica

ble

):

O =

dir

ect

ob

serv

ati

on

of

the learn

er’

s p

erf

orm

an

ce b

y t

heir

ass

ess

or

PD

= p

rofe

ssio

nal d

iscu

ssio

n

Q&

A =

ou

tco

mes

fro

m o

ral o

r w

ritt

en

qu

est

ion

ing

A

= a

ssig

nm

en

t, p

roje

ct/

case

stu

die

s

P =

pro

du

cts

of

the learn

er’

s w

ork

W

T =

au

then

tic

state

men

ts/

wit

ness

test

imo

ny

RA

= p

ers

on

al st

ate

men

ts a

nd

/o

r re

flect

ive a

cco

un

ts

EP

W =

exp

ert

wit

ness

test

imo

ny

Co

lum

n

key:

S =

ou

tco

me f

rom

sim

ula

tio

n,

wh

ere

perm

itte

d b

y t

he

ass

ess

men

t st

rate

gy

RP

L =

evid

en

ce o

f re

cog

nit

ion

of

pri

or

learn

ing

N029875 –

Can

did

ate

Logbook

– S

VQ

2 in F

ront

of H

ouse

at

SCQ

F Le

vel 5 –

Issu

e 2 –

April 2013 ©

Pea

rson E

duca

tion L

imited

2013

303

I co

nfirm

that

the

evid

ence

det

aile

d in t

his

Unit is

my

ow

n w

ork

and m

eets

the

requirem

ents

of

the

Nat

ional

Occ

upat

ional

sta

ndar

ds.

Can

did

ate

signat

ure

:____________________________________________________________

D

ate:

___________________

I co

nfirm

that

the

candid

ate

has

ach

ieve

d a

ll th

e re

quirem

ents

of th

is U

nit.

Ass

esso

r si

gnat

ure

:_____________________________________________________________

D

ate:

___________________

Counte

rsig

nin

g a

sses

sor

signat

ure

(if a

pplic

able

):_____________________________________

D

ate:

___________________

I co

nfirm

that

the

candid

ate’

s sa

mple

d w

ork

mee

ts t

he

stan

dar

ds

spec

ifie

d f

or

this

Unit a

nd m

ay b

e pre

sente

d for

exte

rnal

ver

ific

atio

n.

Inte

rnal

ver

ifie

r si

gnat

ure

:________________________________________________________

D

ate:

___________________

Counte

rsig

nin

g inte

rnal

ver

ifie

r (i

f ap

plic

able

):________________________________________

D

ate:

___________________

N029875 – Candidate Logbook – SVQ2 in Front of House at SCQF Level 5 –

Issue 2 – April 2013 © Pearson Education Limited 2013

304

N029875 – Candidate Logbook – SVQ2 in Front of House at SCQF Level 5 –

Issue 2 – April 2013 © Pearson Education Limited 2013

305

Unit 18: Maintain customer service through effective handover

Unit code: 2GEN8/10

Unit credit: 4

SCQF Unit level: 5

Introduction

Customer service delivery in a team involves many situations when you are unable to see actions through and you pass on responsibility to a colleague, for example, during a shift change. This sharing of responsibility should be organised and follow a recognised pattern. Most of all you need to be sure that, when responsibility is passed on, the actions are seen through. This involves routinely checking with your colleagues that customer service actions have been completed. This unit is for you if your job involves service delivery as part of a team and you regularly pass on responsibility for completion of a customer service action to a colleague.

This unit is Unit B8 in the Institute of Customer Service suite of standards.

N029875 –

Can

did

ate

Logbook

– S

VQ

2 in F

ront

of H

ouse

at

SCQ

F Le

vel 5 –

Issu

e 2 –

April 2013 ©

Pea

rson E

duca

tion L

imited

2013

306

What

you

must

know

To a

chie

ve t

his

ele

men

t yo

u m

ust

giv

e su

ffic

ient

evid

ence

to d

emonst

rate

your

know

ledge

and u

nder

stan

din

g f

or

each

sta

ndar

d.

Kn

ow

led

ge

Typ

e o

f evid

en

ce

Date

For

the

whol

e unit

K1

Your

org

anis

atio

n’s

cust

om

er s

ervi

ce p

roce

dure

s fo

r th

e se

rvic

es o

r pro

duct

s yo

u a

re invo

lved

in

del

iver

ing

K2

The

appro

priat

e co

lleag

ues

to p

ass

resp

onsi

bili

ty t

o for

com

ple

ting p

articu

lar

cust

omer

ser

vice

ac

tions

K3

Way

s of en

suring t

hat

info

rmat

ion is

pas

sed b

etw

een y

ou a

nd y

our

colle

agues

effec

tive

ly

K4

Way

s to

rem

ind y

ours

elf

of

actions

that

nee

d t

o b

e ch

ecke

d w

hen

you

hav

e pas

sed o

n

resp

onsi

bili

ty t

o a

colle

ague

K5

The

import

ance

of ch

ecki

ng t

actf

ully

with a

colle

ague

whet

her

they

hav

e co

mple

ted t

he

cust

om

er s

ervi

ce a

ctio

ns

you w

ere

expec

ting

K6

Opport

unitie

s fo

r co

ntr

ibuting t

o r

evie

w t

he

way

cust

om

er s

ervi

ce a

ctio

ns

are

shar

ed in c

ust

om

er

serv

ice

pro

cess

es

N029875 –

Can

did

ate

Logbook

– S

VQ

2 in F

ront

of H

ouse

at

SCQ

F Le

vel 5 –

Issu

e 2 –

April 2013 ©

Pea

rson E

duca

tion L

imited

2013

307

Ad

dit

ion

al evid

en

ce (

if a

pp

lica

ble

):

O =

dir

ect

ob

serv

ati

on

of

the learn

er’

s p

erf

orm

an

ce b

y t

heir

ass

ess

or

PD

= p

rofe

ssio

nal d

iscu

ssio

n

Q&

A =

ou

tco

mes

fro

m o

ral o

r w

ritt

en

qu

est

ion

ing

A

= a

ssig

nm

en

t, p

roje

ct/

case

stu

die

s

P =

pro

du

cts

of

the learn

er’

s w

ork

W

T =

au

then

tic

state

men

ts/

wit

ness

test

imo

ny

RA

= p

ers

on

al st

ate

men

ts a

nd

/o

r re

flect

ive a

cco

un

ts

EP

W =

exp

ert

wit

ness

test

imo

ny

Co

lum

n

key:

S =

ou

tco

me f

rom

sim

ula

tio

n,

wh

ere

perm

itte

d b

y t

he

ass

ess

men

t st

rate

gy

RP

L =

evid

en

ce o

f re

cog

nit

ion

of

pri

or

learn

ing

N029875 –

Can

did

ate

Logbook

– S

VQ

2 in F

ront

of H

ouse

at

SCQ

F Le

vel 5 –

Issu

e 2 –

April 2013 ©

Pea

rson E

duca

tion L

imited

2013

308

I co

nfirm

that

the

evid

ence

det

aile

d in t

his

Unit is

my

ow

n w

ork

and m

eets

the

requirem

ents

of

the

Nat

ional

Occ

upat

ional

sta

ndar

ds.

Can

did

ate

signat

ure

:____________________________________________________________

D

ate:

___________________

I co

nfirm

that

the

candid

ate

has

ach

ieve

d a

ll th

e re

quirem

ents

of th

is U

nit.

Ass

esso

r si

gnat

ure

:_____________________________________________________________

D

ate:

___________________

Counte

rsig

nin

g a

sses

sor

signat

ure

(if a

pplic

able

):_____________________________________

D

ate:

___________________

I co

nfirm

that

the

candid

ate’

s sa

mple

d w

ork

mee

ts t

he

stan

dar

ds

spec

ifie

d f

or

this

Unit a

nd m

ay b

e pre

sente

d for

exte

rnal

ver

ific

atio

n.

Inte

rnal

ver

ifie

r si

gnat

ure

:________________________________________________________

D

ate:

___________________

Counte

rsig

nin

g inte

rnal

ver

ifie

r (i

f ap

plic

able

):________________________________________

D

ate:

___________________

N029875 – Candidate Logbook – SVQ2 in Front of House at SCQF Level 5 –

Issue 2 – April 2013 © Pearson Education Limited 2013

309

Agree joint responsibilities in a customer service team 2GEN8/10.1

What you must cover

C1 Maintaining customer service (at least All from)

(a) during routine delivery of customer service

(b) during a busy time in your job

(c) during a quiet time in your job

(d) when peoples, systems or resources have let you down

N029875 –

Can

did

ate

Logbook

– S

VQ

2 in F

ront

of H

ouse

at

SCQ

F Le

vel 5 –

Issu

e 2 –

April 2013 ©

Pea

rson E

duca

tion L

imited

2013

310

What

you

must

do

To a

chie

ve t

his

ele

men

t yo

u m

ust

giv

e su

ffic

ient

evid

ence

to d

emonst

rate

your

com

pet

ence

for

each

sta

ndar

d.

Pra

ctic

al

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

To m

eet

the

nat

ional

st

andar

d y

ou m

ust

:

1

Iden

tify

ser

vice

s or

pro

duct

s yo

u a

re

invo

lved

in d

eliv

erin

g

that

rel

y on e

ffec

tive

te

amw

ork

2

Iden

tify

ste

ps

in

the

cust

om

er s

ervi

ce

del

iver

y pro

cess

that

re

ly o

n e

xchan

ge

of

info

rmat

ion b

etw

een

you a

nd y

our

colle

agues

N029875 –

Can

did

ate

Logbook

– S

VQ

2 in F

ront

of H

ouse

at

SCQ

F Le

vel 5 –

Issu

e 2 –

April 2013 ©

Pea

rson E

duca

tion L

imited

2013

311

Pra

ctic

al

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

To m

eet

the

nat

ional

st

andar

d y

ou m

ust

:

3

Agre

e w

ith

colle

agues

when

it

is

right

to p

ass

resp

onsi

bili

ty f

or

com

ple

ting a

cust

om

er

serv

ice

action t

o

anoth

er

4

Agre

e w

ith

colle

agues

how

in

form

atio

n s

hould

be

exch

anged

bet

wee

n

you t

o en

able

anoth

er

to c

om

ple

te a

cu

stom

er s

ervi

ce

action

5

Iden

tify

way

s of

rem

indin

g y

ours

elf

when

you

hav

e pas

sed

resp

onsi

bili

ty t

o a

co

lleag

ue

for

com

ple

ting a

cust

om

er

serv

ice

action

N029875 –

Can

did

ate

Logbook

– S

VQ

2 in F

ront

of H

ouse

at

SCQ

F Le

vel 5 –

Issu

e 2 –

April 2013 ©

Pea

rson E

duca

tion L

imited

2013

312

Elem

ent:

2G

EN8/1

0.1

A

gree

joi

nt

resp

onsi

bilit

ies

in a

cust

omer

ser

vice

tea

m

Wh

at

yo

u m

ust

co

ver:

(Ass

ess

or

to r

eco

rd r

an

ge w

ith

refe

ren

ce t

o e

lem

en

t

req

uir

em

en

ts)

Pra

ctic

al

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

C1

Main

tain

cu

sto

mer

serv

ice

a during r

outine

del

iver

y of

cust

om

er s

ervi

ce

b

during a

busy

tim

e in

your

job

c during a

quie

t tim

e in

your

job

d

when

peo

ple

s,

syst

ems

or

reso

urc

es h

ave

let

you d

own

N029875 –

Can

did

ate

Logbook

– S

VQ

2 in F

ront

of H

ouse

at

SCQ

F Le

vel 5 –

Issu

e 2 –

April 2013 ©

Pea

rson E

duca

tion L

imited

2013

313

Ad

dit

ion

al evid

en

ce (

if a

pp

lica

ble

):

O =

dir

ect

ob

serv

ati

on

of

the learn

er’

s p

erf

orm

an

ce b

y t

heir

ass

ess

or

PD

= p

rofe

ssio

nal d

iscu

ssio

n

Q&

A =

ou

tco

mes

fro

m o

ral o

r w

ritt

en

qu

est

ion

ing

A

= a

ssig

nm

en

t, p

roje

ct/

case

stu

die

s

P =

pro

du

cts

of

the learn

er’

s w

ork

W

T =

au

then

tic

state

men

ts/

wit

ness

test

imo

ny

RA

= p

ers

on

al st

ate

men

ts a

nd

/o

r re

flect

ive a

cco

un

ts

EP

W =

exp

ert

wit

ness

test

imo

ny

Co

lum

n

key:

S =

ou

tco

me f

rom

sim

ula

tio

n,

wh

ere

perm

itte

d b

y t

he

ass

ess

men

t st

rate

gy

RP

L =

evid

en

ce o

f re

cog

nit

ion

of

pri

or

learn

ing

N029875 –

Can

did

ate

Logbook

– S

VQ

2 in F

ront

of H

ouse

at

SCQ

F Le

vel 5 –

Issu

e 2 –

April 2013 ©

Pea

rson E

duca

tion L

imited

2013

314

I co

nfirm

that

the

evid

ence

det

aile

d in t

his

Unit is

my

ow

n w

ork

and m

eets

the

requirem

ents

of

the

Nat

ional

Occ

upat

ional

sta

ndar

ds.

Can

did

ate

signat

ure

:____________________________________________________________

D

ate:

___________________

I co

nfirm

that

the

candid

ate

has

ach

ieve

d a

ll th

e re

quirem

ents

of th

is U

nit.

Ass

esso

r si

gnat

ure

:_____________________________________________________________

D

ate:

___________________

Counte

rsig

nin

g a

sses

sor

signat

ure

(if a

pplic

able

):_____________________________________

D

ate:

___________________

I co

nfirm

that

the

candid

ate’

s sa

mple

d w

ork

mee

ts t

he

stan

dar

ds

spec

ifie

d f

or

this

Unit a

nd m

ay b

e pre

sente

d for

exte

rnal

ver

ific

atio

n.

Inte

rnal

ver

ifie

r si

gnat

ure

:________________________________________________________

D

ate:

___________________

Counte

rsig

nin

g inte

rnal

ver

ifie

r (i

f ap

plic

able

):________________________________________

D

ate:

___________________

N029875 – Candidate Logbook – SVQ2 in Front of House at SCQF Level 5 –

Issue 2 – April 2013 © Pearson Education Limited 2013

315

Check that customer service actions are seen through by working together with colleagues 2GEN8/10.2

What you must cover

C1 Maintaining customer service (at least All from)

(a) during routine delivery of customer service

(b) during a busy time in your job

(c) during a quiet time in your job

(d) when peoples, systems or resources have let you down

N029875 –

Can

did

ate

Logbook

– S

VQ

2 in F

ront

of H

ouse

at

SCQ

F Le

vel 5 –

Issu

e 2 –

April 2013 ©

Pea

rson E

duca

tion L

imited

2013

316

What

you

must

do

To a

chie

ve t

his

ele

men

t yo

u m

ust

giv

e su

ffic

ient

evid

ence

to d

emonst

rate

your

com

pet

ence

for

each

sta

ndar

d.

Pra

ctic

al

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

To m

eet

the

nat

ional

st

andar

d y

ou m

ust

:

6

Acc

ess

rem

inder

s to

iden

tify

when

to

chec

k th

at a

cust

om

er

serv

ice

action h

as

bee

n c

om

ple

ted

7

Ensu

re t

hat

you

are

awar

e of

all det

ails

of

cust

om

er s

ervi

ce

actions

your

colle

ague

was

due

to c

om

ple

te

8

Ask

you

r co

lleag

ue

about

the

outc

om

e of

thei

r co

mple

ting t

he

cust

om

er s

ervi

ce

action a

s ag

reed

N029875 –

Can

did

ate

Logbook

– S

VQ

2 in F

ront

of H

ouse

at

SCQ

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vel 5 –

Issu

e 2 –

April 2013 ©

Pea

rson E

duca

tion L

imited

2013

317

Pra

ctic

al

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

To m

eet

the

nat

ional

st

andar

d y

ou m

ust

:

9

Iden

tify

the

nex

t cu

stom

er s

ervi

ce

actions

if y

our

colle

agues

has

bee

n

unab

le t

o c

om

ple

te

the

actions

you h

ad

pre

viousl

y ag

reed

10 W

ork

with

colle

agues

to r

evie

w

the

way

in w

hic

h

cust

om

er s

ervi

ce

actions

are

shar

ed

N029875 –

Can

did

ate

Logbook

– S

VQ

2 in F

ront

of H

ouse

at

SCQ

F Le

vel 5 –

Issu

e 2 –

April 2013 ©

Pea

rson E

duca

tion L

imited

2013

318

Elem

ent:

2G

EN8/1

0.2

C

hec

k th

at c

ust

omer

ser

vice

act

ions

are

seen

thro

ugh

by

wor

king

toge

ther

wit

h c

olle

agues

Wh

at

yo

u m

ust

co

ver:

(Ass

ess

or

to r

eco

rd r

an

ge w

ith

refe

ren

ce t

o e

lem

en

t

req

uir

em

en

ts)

Pra

ctic

al

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

C1

Main

tain

cu

sto

mer

serv

ice

a during r

outine

del

iver

y of

cust

om

er s

ervi

ce

b

during a

busy

tim

e in

your

job

c during a

quie

t tim

e in

your

job

d

when

peo

ple

s,

syst

ems

or

reso

urc

es h

ave

let

you d

own

N029875 –

Can

did

ate

Logbook

– S

VQ

2 in F

ront

of H

ouse

at

SCQ

F Le

vel 5 –

Issu

e 2 –

April 2013 ©

Pea

rson E

duca

tion L

imited

2013

319

Ad

dit

ion

al evid

en

ce (

if a

pp

lica

ble

):

O =

dir

ect

ob

serv

ati

on

of

the learn

er’

s p

erf

orm

an

ce b

y t

heir

ass

ess

or

PD

= p

rofe

ssio

nal d

iscu

ssio

n

Q&

A =

ou

tco

mes

fro

m o

ral o

r w

ritt

en

qu

est

ion

ing

A

= a

ssig

nm

en

t, p

roje

ct/

case

stu

die

s

P =

pro

du

cts

of

the learn

er’

s w

ork

W

T =

au

then

tic

state

men

ts/

wit

ness

test

imo

ny

RA

= p

ers

on

al st

ate

men

ts a

nd

/o

r re

flect

ive a

cco

un

ts

EP

W =

exp

ert

wit

ness

test

imo

ny

Co

lum

n

key:

S =

ou

tco

me f

rom

sim

ula

tio

n,

wh

ere

perm

itte

d b

y t

he

ass

ess

men

t st

rate

gy

RP

L =

evid

en

ce o

f re

cog

nit

ion

of

pri

or

learn

ing

N029875 –

Can

did

ate

Logbook

– S

VQ

2 in F

ront

of H

ouse

at

SCQ

F Le

vel 5 –

Issu

e 2 –

April 2013 ©

Pea

rson E

duca

tion L

imited

2013

320

I co

nfirm

that

the

evid

ence

det

aile

d in t

his

Unit is

my

ow

n w

ork

and m

eets

the

requirem

ents

of

the

Nat

ional

Occ

upat

ional

Sta

ndar

ds.

Can

did

ate

signat

ure

:____________________________________________________________

D

ate:

___________________

I co

nfirm

that

the

candid

ate

has

ach

ieve

d a

ll th

e re

quirem

ents

of th

is U

nit.

Ass

esso

r si

gnat

ure

:_____________________________________________________________

D

ate:

___________________

Counte

rsig

nin

g a

sses

sor

signat

ure

(if a

pplic

able

):_____________________________________

D

ate:

___________________

I co

nfirm

that

the

candid

ate’

s sa

mple

d w

ork

mee

ts t

he

stan

dar

ds

spec

ifie

d f

or

this

Unit a

nd m

ay b

e pre

sente

d for

exte

rnal

ver

ific

atio

n.

Inte

rnal

ver

ifie

r si

gnat

ure

:________________________________________________________

D

ate:

___________________

Counte

rsig

nin

g inte

rnal

ver

ifie

r (i

f ap

plic

able

):________________________________________

D

ate:

___________________

N029875 – Candidate Logbook – SVQ2 in Front of House at SCQF Level 5 –

Issue 2 – April 2013 © Pearson Education Limited 2013

321

Unit 19: Maintain and deal with payments

Unit code: 2GEN9/10

Unit credit: 4

SCQF Unit level: 5

Introduction

This unit is about maintaining a payment point such as a till. It also covers taking payments from the customer, operating the till correctly and keeping payments safe and secure.

What some of the words in this unit mean

Authorised collection

The correct person coming to pick up the payments from the till

Cash equivalents

For example, vouchers, discounts, ledger payments

Payment point

A till, credit/debit machine or hand-held device

N029875 –

Can

did

ate

Logbook

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ront

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ouse

at

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F Le

vel 5 –

Issu

e 2 –

April 2013 ©

Pea

rson E

duca

tion L

imited

2013

322

What

you

must

know

To a

chie

ve t

his

ele

men

t yo

u m

ust

giv

e su

ffic

ient

evid

ence

to d

emonst

rate

your

know

ledge

and u

nder

stan

din

g f

or

each

sta

ndar

d.

Kn

ow

led

ge

Typ

e o

f evid

en

ce

Date

For

the

whol

e unit

K1

Legal

req

uirem

ents

for

oper

atin

g a

pay

men

t poi

nt

and t

akin

g p

aym

ents

fro

m c

ust

om

ers

K2

Your

org

anis

atio

n’s

sec

urity

pro

cedure

s fo

r ca

sh a

nd o

ther

typ

es o

f pay

men

ts

K3

How

you s

hould

set

up y

our

pay

men

t poin

t

K4

How

to g

et s

tock

s of

mat

eria

ls y

ou n

eed t

o se

t up a

nd m

ainta

in t

he

pay

men

t poin

t

K5

Why

it is

import

ant

to t

ell th

e cu

stom

er a

bout

any

del

ays

and h

ow

you

should

do s

o

K6

The

types

of

pro

ble

ms

that

mig

ht

hap

pen

with y

our

pay

men

t poin

t an

d h

ow

to d

eal w

ith t

hes

e

K7

How

to c

han

ge

the

till/

deb

it/c

redit m

achin

e ro

ll

K8

The

corr

ect

pro

cedure

s fo

r han

dlin

g p

aym

ents

K9

What

you s

hould

do if th

ere

are

erro

rs in h

andlin

g p

aym

ents

K10

Under

stan

d t

he

pro

cedure

s fo

r dea

ling w

ith h

and-h

eld p

aym

ent

dev

ices

at

table

s

K11

What

pro

cedure

you m

ust

follo

w w

ith r

egar

d t

o a

pay

men

t th

at h

as b

een d

eclin

ed

K12

What

mig

ht

hap

pen

if

you d

o n

ot

report

err

ors

K13

The

types

of

pro

ble

ms

that

may

hap

pen

when

you a

re t

akin

g p

aym

ents

and h

ow t

o d

eal w

ith

thes

e

K14

The

pro

cedure

s fo

r co

llect

ing t

he

conte

nts

of

the

pay

men

t poin

t an

d w

ho y

ou s

hould

han

d

pay

men

ts o

ver

to

N029875 –

Can

did

ate

Logbook

– S

VQ

2 in F

ront

of H

ouse

at

SCQ

F Le

vel 5 –

Issu

e 2 –

April 2013 ©

Pea

rson E

duca

tion L

imited

2013

323

Ad

dit

ion

al evid

en

ce (

if a

pp

lica

ble

):

O =

dir

ect

ob

serv

ati

on

of

the learn

er’

s p

erf

orm

an

ce b

y t

heir

ass

ess

or

PD

= p

rofe

ssio

nal d

iscu

ssio

n

Q&

A =

ou

tco

mes

fro

m o

ral o

r w

ritt

en

qu

est

ion

ing

A

= a

ssig

nm

en

t, p

roje

ct/

case

stu

die

s

P =

pro

du

cts

of

the learn

er’

s w

ork

W

T =

au

then

tic

state

men

ts/

wit

ness

test

imo

ny

RA

= p

ers

on

al st

ate

men

ts a

nd

/o

r re

flect

ive a

cco

un

ts

EP

W =

exp

ert

wit

ness

test

imo

ny

Co

lum

n

key:

S =

ou

tco

me f

rom

sim

ula

tio

n,

wh

ere

perm

itte

d b

y t

he

ass

ess

men

t st

rate

gy

RP

L =

evid

en

ce o

f re

cog

nit

ion

of

pri

or

learn

ing

N029875 –

Can

did

ate

Logbook

– S

VQ

2 in F

ront

of H

ouse

at

SCQ

F Le

vel 5 –

Issu

e 2 –

April 2013 ©

Pea

rson E

duca

tion L

imited

2013

324

I co

nfirm

that

the

evid

ence

det

aile

d in t

his

Unit is

my

ow

n w

ork

and m

eets

the

requirem

ents

of

the

Nat

ional

Occ

upat

ional

Sta

ndar

ds.

Can

did

ate

signat

ure

:____________________________________________________________

D

ate:

___________________

I co

nfirm

that

the

candid

ate

has

ach

ieve

d a

ll th

e re

quirem

ents

of th

is U

nit.

Ass

esso

r si

gnat

ure

:_____________________________________________________________

D

ate:

___________________

Counte

rsig

nin

g a

sses

sor

signat

ure

(if a

pplic

able

):_____________________________________

D

ate:

___________________

I co

nfirm

that

the

candid

ate’

s sa

mple

d w

ork

mee

ts t

he

stan

dar

ds

spec

ifie

d f

or

this

Unit a

nd m

ay b

e pre

sente

d for

exte

rnal

ver

ific

atio

n.

Inte

rnal

ver

ifie

r si

gnat

ure

:________________________________________________________

D

ate:

___________________

Counte

rsig

nin

g inte

rnal

ver

ifie

r (i

f ap

plic

able

):________________________________________

D

ate:

___________________

N029875 – Candidate Logbook – SVQ2 in Front of House at SCQF Level 5 –

Issue 2 – April 2013 © Pearson Education Limited 2013

325

What you must cover

C1 Materials (at least two from)

(a) cash

(b) cash equivalents

(c) relevant stationery

(d) till/credit/debit rolls

C2 Payments (at least two from)

(a) ash

(b) cheques

(c) credit cards

(d) debit cards

(e) cash equivalents

N029875 –

Can

did

ate

Logbook

– S

VQ

2 in F

ront

of H

ouse

at

SCQ

F Le

vel 5 –

Issu

e 2 –

April 2013 ©

Pea

rson E

duca

tion L

imited

2013

326

What

you

must

do

To a

chie

ve t

his

ele

men

t yo

u m

ust

giv

e su

ffic

ient

evid

ence

to d

emonst

rate

your

com

pet

ence

for

each

sta

ndar

d.

Pra

ctic

al

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

To m

eet

the

nat

ional

st

andar

d y

ou m

ust

:

1

Mak

e su

re y

our

pay

men

t poi

nt

is

work

ing a

nd t

hat

you

hav

e al

l th

e m

ater

ials

yo

u n

eed

2

Mai

nta

in t

he

pay

men

t poi

nt

and

rest

ock

it

when

nec

essa

ry

3

Ente

r/sc

an

info

rmat

ion into

the

pay

men

t poi

nt

corr

ectly

4

Tel

l th

e cu

stom

er

how

much

they

hav

e to

pay

N029875 –

Can

did

ate

Logbook

– S

VQ

2 in F

ront

of H

ouse

at

SCQ

F Le

vel 5 –

Issu

e 2 –

April 2013 ©

Pea

rson E

duca

tion L

imited

2013

327

Pra

ctic

al

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

To m

eet

the

nat

ional

st

andar

d y

ou m

ust

:

5

Ack

now

ledge

the

cust

om

er’s

pay

men

t an

d v

alid

ate

it w

her

e nec

essa

ry

6

Follo

w c

orr

ect

pro

cedure

for

chip

and

pin

tra

nsa

ctio

ns

7

Put

the

pay

men

t in

th

e right

pla

ce

acco

rdin

g t

o y

our

org

anis

atio

n’s

pro

cedure

s

8

Giv

e co

rrec

t ch

ange

for

cash

tr

ansa

ctio

ns

9

Car

ry o

ut

tran

sact

ions

withou

t del

ay a

nd g

ive

rele

vant

confirm

atio

n

to t

he

cust

omer

10 M

ake

the

pay

men

t poin

t co

nte

nts

av

aila

ble

for

auth

orise

d c

olle

ctio

n

when

ask

ed t

o

N029875 –

Can

did

ate

Logbook

– S

VQ

2 in F

ront

of H

ouse

at

SCQ

F Le

vel 5 –

Issu

e 2 –

April 2013 ©

Pea

rson E

duca

tion L

imited

2013

328

Elem

ent:

2G

EN9/1

0 M

ainta

in a

nd d

eal w

ith p

aym

ents

Wh

at

yo

u m

ust

co

ver:

(Ass

ess

or

to r

eco

rd r

an

ge w

ith

refe

ren

ce t

o e

lem

en

t

req

uir

em

en

ts)

Pra

ctic

al

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

Typ

e o

f evid

en

ce

Po

rtfo

lio

re

fere

nce

D

ate

C1

Mate

rials

a ca

sh

b

cash

equiv

alen

ts

c re

leva

nt

stat

ioner

y

d

till/

cred

it/d

ebit

rolls

C2

Paym

en

ts

a ca

sh

b

cheq

ues

c cr

edit c

ards

d

deb

it c

ards

e ca

sh e

quiv

alen

ts

N029875 –

Can

did

ate

Logbook

– S

VQ

2 in F

ront

of H

ouse

at

SCQ

F Le

vel 5 –

Issu

e 2 –

April 2013 ©

Pea

rson E

duca

tion L

imited

2013

329

Ad

dit

ion

al evid

en

ce (

if a

pp

lica

ble

):

O =

dir

ect

ob

serv

ati

on

of

the learn

er’

s p

erf

orm

an

ce b

y t

heir

ass

ess

or

PD

= p

rofe

ssio

nal d

iscu

ssio

n

Q&

A =

ou

tco

mes

fro

m o

ral o

r w

ritt

en

qu

est

ion

ing

A

= a

ssig

nm

en

t, p

roje

ct/

case

stu

die

s

P =

pro

du

cts

of

the learn

er’

s w

ork

W

T =

au

then

tic

state

men

ts/

wit

ness

test

imo

ny

RA

= p

ers

on

al st

ate

men

ts a

nd

/o

r re

flect

ive a

cco

un

ts

EP

W =

exp

ert

wit

ness

test

imo

ny

Co

lum

n

key:

S =

ou

tco

me f

rom

sim

ula

tio

n,

wh

ere

perm

itte

d b

y t

he

ass

ess

men

t st

rate

gy

RP

L =

evid

en

ce o

f re

cog

nit

ion

of

pri

or

learn

ing

N029875 –

Can

did

ate

Logbook

– S

VQ

2 in F

ront

of H

ouse

at

SCQ

F Le

vel 5 –

Issu

e 2 –

April 2013 ©

Pea

rson E

duca

tion L

imited

2013

330

I co

nfirm

that

the

evid

ence

det

aile

d in t

his

Unit is

my

ow

n w

ork

and m

eets

the

requirem

ents

of

the

Nat

ional

Occ

upat

ional

sta

ndar

ds.

Can

did

ate

signat

ure

:____________________________________________________________

D

ate:

___________________

I co

nfirm

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Annexe A

Evidence requirements

SVQ Level 2 Front of House Reception Mandatory units

1GEN1/09 Maintain a safe, hygienic and secure working environment

Element 1GEN1/09.1

Maintain personal health and hygiene

What you must DO for 1GEN1/09.1

The assessor must assess statements P1–P2 by direct observation of the candidate’s work.

What you must COVER for 1GEN1/09.1

There are no ‘What you must cover’ for Element 1.

Element 1GEN1/09.2

Help to maintain a hygienic, safe and secure workplace

What you must DO for 1GEN1/09.2

The assessor must assess statements P6, P9-P11 by direct observation of the candidate’s work.

Simulation may be used for P7 – P8 if no naturally occurring evidence is available.

What you must COVER for 1GEN1/09.2

There must be performance evidence, gathered through observing the candidate’s work for:

C1 Hazards (at least one from the following)

(a) relating to equipment

(b) relating to areas where you work

(c) relating to personal clothing

C2 Ways of dealing with hazards (at least none required from the following)

(a) putting them right yourself

(b) reporting them to appropriate colleagues

(c) warning other people

C3 Emergency procedures (at least one from the following)

(a) fire

(b) threat

(c) security

Evidence for the remaining points under ‘what you must cover’ may be assessed through questioning, witness testimony or simulation.

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1GEN4/09 Work effectively as part of a hospitality team

What you must DO for 1GEN4/09

The assessor must ensure that there is sufficient evidence that shows what the candidate has done over a sufficient period of time with different customers and on different occasions.

What you must COVER for 1GEN4/09

There are no ‘What you must cover’ for this unit.

2GEN1/10 Give customers a positive impression of yourself and your organisation (ICS)

Element 2GEN1/10.1

Establish effective rapport with customers

What you must DO for 2GEN1/10.1

The assessor must ensure that there is sufficient evidence that shows what the candidate has done over a sufficient period of time with different customers and on different occasions.

Simulation is NOT allowed for any performance evidence (What you have to cover or What you must cover) within this Unit.

What you must COVER for 2GEN1/10.1

There must be performance evidence, gathered through observing the candidate’s work for:

C1 Communication method (at least three from the following)

(a) face to face

(b) in writing

(c) by telephone

(d) by text message

(e) by e-mail (including social networking)

(f) Intranet

Evidence for the remaining points under ‘what you must cover’ may be assessed through questioning, witness testimony or simulation.

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Element 2GEN1/10.2

Respond appropriately to customers

What you must DO for 2GEN1/10.2

The assessor must ensure that there is sufficient evidence that shows what the candidate has done over a sufficient period of time with different customers and on different occasions.

Simulation is NOT allowed for any performance evidence (What you have to cover or What you must cover) within this Unit.

What you must COVER for 2GEN1/10.2

There must be performance evidence, gathered through observing the candidate’s work for:

C2 Positive impression

(a) during routine delivery of customer service

(b) during a busy time in your job

(c) during a quiet time in your job

(d) when people, systems or resources have let you down

Evidence for the remaining points under ‘what you must cover’ may be assessed through questioning, witness testimony or simulation.

Element 2GEN1/10.3

Communicate information to customers

What you must DO for 2GEN1/10.3

The assessor must ensure that there is sufficient evidence that shows what the candidate has done over a sufficient period of time with different customers and on different occasions.

Simulation is NOT allowed for any performance evidence (What you have to cover or What you must cover) within this Unit.

What you must COVER for 2GEN1/10.3

There must be performance evidence, gathered through observing the candidate’s work for:

C3 Communicate with customers

(a) using appropriate spoken or written language

(b) applying the conventions and rules appropriate to the method of communication you have chosen

Evidence for the remaining points under ‘what you must cover’ may be assessed through questioning, witness testimony or simulation.

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SVQ Level 2 Front of House Reception Section A units

Level 2 Front of House Reception unit titles

Evidence requirements are included in this document for the following units:

2FOH1 / 10 Deal with communications as part of the reception function

2FOH2 / 10 Deal with the arrival of customers

2FOH3 / 10 Dealing with bookings

2FOH4 / 10 Prepare customer accounts and deal with departures

2FOH8 / 10 Handle mail and book external services

2FOH11 / 10 Provide tourism information services to customers

2FOH1/10 Deal with communications as part of the reception function

Element 2FOH1/10.1

Deal with incoming communications

What you must DO for 2FOH1/10.1

The assessor must assess statements P1–P4 by direct observation.

What you must COVER for 2FOH1/10.1

There must be performance evidence, gathered through observing the candidate’s work for:

C1 Communications (at least two from)

(a) by telephone

(b) by letter or fax

(c) using e-mail

C2 Enquiries (both from)

(a) those you can deal with yourself

(b) those that need to be passed/transferred to another person/department

Evidence for the remaining points under ‘what you must cover’ may be assessed through questioning, witness testimony or simulation.

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Element 2FOH1/10.2

Deal with outgoing communications

What you must DO for 2FOH1/10.2

The assessor must assess statements P6–P10 by direct observation.

What you must COVER for 2FOH1/10.2

There must be performance evidence, gathered through observing the candidate’s work for:

C3 Methods of communicating (at least two from)

(a) by telephone

(b) by letter or fax

(c) using e-mail

Evidence for the remaining points under ‘what you must cover’ may be assessed through questioning, witness testimony or simulation.

2FOH2/10 Deal with the arrival of customers

What you must DO for 2FOH2/10

The assessor must assess statements P1, P2 and P4–P6 by direct observation.

What you must COVER for 2FOH2/10

There must be performance evidence, gathered through observing the candidate’s work for:

C1 Customers (at least one from)

(a) customers with routine requirements

(b) customers with special requirements

(c) customers without advanced bookings

C2 Booking systems (at least one from)

(a) computerised system

(b) manual system

C3 Information to customers (at least four from)

(a) location of room

(b) key security and safety procedures

(c) services and facilities available

(d) prices

(e) special offers and promotions available

C4 Services and facilities (at least one from)

(a) business facilities

(b) leisure facilities

(c) food and beverage facilities

Evidence for the remaining points under ‘what you must cover’ may be assessed through questioning, witness testimony or simulation.

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2FOH3/10 Dealing with Bookings

Element 2FOH3/10.1

Deal with booking enquiries

What you must DO for 2FOH3/10.1

The assessor must assess statements P1–P4 by direct observation.

What you must COVER for 2FOH3/10.1

There must be performance evidence, gathered through observing the candidate’s work for:

C1 Customers (at least one from)

(a) with routine requests

(b) with special needs

C2 Enquiries (at least three from)

(a) face-to-face

(b) telephone

(c) letter or fax

(d) e-mail

(e) on-line booking systems

C3 Information (at least two from)

(a) services and facilities available

(b) features and benefits of services and facilities

(c) prices

(d) special offers and promotions available

Evidence for the remaining points under ‘what you must cover’ may be assessed through questioning, witness testimony or simulation.

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Element 2FOH3/10.2

Confirm, cancel and amend bookings

What you must DO for 2FOH3/10.2

The assessor must assess statements P5–P8 by direct observation.

What you must COVER for 2FOH3/10.2

There must be performance evidence, gathered through observing the candidate’s work for:

C1 Customers (at least one from)

(a) with routine requests

(b) with special needs

C4 Booking systems (at least one from)

(a) computerised systems

(b) manual systems

(c) on-line systems

C5 Booking amendments and cancellations (at least one from)

(a) change bookings

(b) cancel bookings

Evidence for the remaining points under ‘what you must cover’ may be assessed through questioning, witness testimony or simulation.

2FOH4/10 Prepare Customer Accounts and Deal with Departures

Element 2FOH4/10.1

Prepare and maintain customer accounts

What you must DO for 2FOH4/10.1

The assessor must assess statements P1–P5 by direct observation.

What you must COVER for 2FOH4/10.1

There must be performance evidence, gathered through observing the candidate’s work for:

C1 Account systems (at least one from)

(a) computerised systems

(b) manual systems

(c) online systems

C2 Account adjustments (at least two from)

(a) charges

(b) allowances/discounts

(c) refunds

(d) deposits/pre-payments

(e) transfers

Evidence for the remaining points under ‘what you must cover’ may be assessed through questioning, witness testimony or simulation.

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Element 2FOH4/10.2

Deal with the departure of customers

What you must DO for 2FOH4/10.2

The assessor must assess statements P6–P10 by direct observation.

What you must COVER for 2FOH4/10.2

There must be performance evidence, gathered through observing the candidate’s work for:

C3 Customer accounts (at least one from)

(a) those where part payment is required

(b) those where full payment is required

(c) those where the account does not require immediate settlement

C4 Account or booking system (at least one from)

(a) computerised

(b) manual

(c) online systems

Evidence for the remaining points under ‘what you must cover’ may be assessed through questioning, witness testimony or simulation.

2FOH11/10 Provide Tourism Information Services to Customers

Element 2FOH11/10.1

Work with customers on their tourism information needs

What you must DO for 2FOH11/10.1

The assessor must assess statements P1–P3 and P5 by direct observation.

What you must COVER for 2FOH11/10.1

There must be performance evidence, gathered through observing the candidate’s work for:

C1 Information sources (at least three from)

(a) electronic sources

(b) brochures

(c) directories

(d) timetables

(e) maps

(f) guidebooks

(g) external organisations

(h) leaflets

Evidence for the remaining points under ‘what you must cover’ may be assessed through questioning, witness testimony or simulation.

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Element 2FOH11/10.2

Seek tourism information and offer advice to customers

What you must DO for 2FOH11/10.2

The assessor must assess statements P8–P10, P13 and P15 by direct observation.

What you must COVER for 2FOH11/10.2

There are no ‘what you must cover’ for 2FOH11/10.2

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Level 2 Front of House Reception Section B Units

Level 2 Front Of House Reception unit titles

Evidence requirements are included in this document for the following units:

2FOH1/10 Deal with communications as part of the reception function

2FOH2/10 Deal with the arrival of customers

2FOH3/10 Dealing with bookings

2FOH4/10 Prepare customer accounts and deal with departures

2FOH8/10 Handle mail and book external services

2FOH11/10 Provide tourism information services to customers

Evidence requirements for the following units are set by the SSC in brackets

2FOH5/10 Produce documents in a business environment (CfA)

2FOH6/10 Use office equipment (CfA)

2FOH7/10 Prepare to communicate in a business environment (CfA)

2FOH9/10 Provide reception services (CfA)

2FOH10/10 Store and retrieve information (CfA)

2FOH5/10 Produce documents in a business environment (CfA)

What you must DO for 2FOH5/10

There are no ‘what you must do’ for 2FOH5/10

What you must COVER for 2FOH5/10

There are no ‘what you must cover’ for 2FOH5/10

2FOH6/10 Use office equipment (CfA)

What you must DO for 2FOH6/10

There are no ‘what you must do’ for 2FOH6/10

What you must COVER for 2FOH6/10

There are no ‘what you must cover’ for 2FOH6/10

2FOH7/10 Prepare to communicate in a business environment (CfA)

What you must DO for 2FOH7/10

There are no ‘what you must do’ for 2FOH7/10

What you must COVER for 2FOH7/10

There are no ‘what you must cover’ for 2FOH7/10

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2FOH8/10 Handle Mail and Book External Services

Element 2FOH8/10.1

Handle mail and messages

What you must DO for 2FOH8/10.1

The assessor must assess statements P1–P4 by direct observation.

What you must COVER for 2FOH8/10.1

There must be performance evidence, gathered through observing the candidate’s work for:

C1 Mail (at least one from)

(a) letters

(b) parcels

(c) registered or courier delivered post

(d) electronic

C2 Messages (at least two from)

(a) faxes

(b) e-mails

(c) typed/handwritten memos

Evidence for the remaining points under ‘what you must cover’ may be assessed through questioning, witness testimony or simulation.

Element 2FOH8/10.2

Book external services

What you must DO for 2FOH8/10.2

The assessor must assess statements P5–P9 by direct observation.

What you must COVER for 2FOH8/10.2

There must be performance evidence, gathered through observing the candidate’s work for:

C3 Services (at least two from)

(a) transport

(b) deliveries

(c) entertainment

Evidence for the remaining points under ‘what you must cover’ may be assessed through questioning, witness testimony or simulation.

2FOH9/10 Provide Reception Services (CfA)

What you must DO for 2FOH9/10

There are no ‘what you must do’ for 2FOH9/10

What you must COVER for 2FOH9/10

There are no ‘what you must cover’ for 2FOH9/10

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2FOH10/10 Store and Retrieve Information (CfA)

What you must DO for 2FOH10/10

There are no ‘what you must do’ for 2FOH10/10

What you must COVER for 2FOH10/10

There are no ‘what you must cover’ for 2FOH10/10

2GEN5/10 Resolve customer service problems (ICS)

Element 2GEN5/10.1

Spot customer service problems

What you must DO for 2GEN5/10.1

The assessor must ensure that there is sufficient evidence that shows what the candidate has done over a sufficient period of time with different customers and on different occasions.

Simulation is NOT allowed for any performance evidence (What you have to cover or What you must cover) within this unit.

What you must COVER for 2GEN5/10.1

There must be performance evidence, gathered through observing the candidate’s work for:

C1 Resolving problems (All from)

(a) a problem first identified by customers

(b) a problem identified within the organisation before it has affected your customer

(c) a problem caused by differences between your customer’s expectations and what you organisation can offer

(d) a problem caused by a system or procedure failure

(e) a problem caused by a lack of resources or human error

C2 Resolving problems (All from)

(a) supplied relevant information when customer have requested it

(b) supplied relevant information when customers have not requested it

(c) have used agreed organisational procedures when solving problems

(d) have made exceptions to usual practice with the agreement of others

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Element 2GEN5/10.2

Pick the best solution to resolve customer service problems

What you must DO for 2GEN5/10.2

The assessor must ensure that there is sufficient evidence that shows what the candidate has done over a sufficient period of time with different customers and on different occasions.

Simulation is NOT allowed for any performance evidence (What you have to cover or What you must cover) within this unit.

What you must COVER for 2GEN5/10.2

There must be performance evidence, gathered through observing the candidate’s work for:

C1 Resolving problems (All from)

(a) a problem first identified by customers

(b) a problem identified within the organisation before it has affected your customer

(c) a problem caused by differences between your customer’s expectations and what you organisation can offer

(d) a problem caused by a system or procedure failure

(e) a problem caused by a lack of resources or human error

C2 Resolving problems (All from)

(a) supplied relevant information when customer have requested it

(b) supplied relevant information when customers have not requested it

(c) have used agreed organisational procedures when solving problems

(d) have made exceptions to usual practice with the agreement of others

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Element 2GEN5/10.3

Take action to resolve customer service problems

What you must DO for 2GEN5/10.3

The assessor must ensure that there is sufficient evidence that shows what the candidate has done over a sufficient period of time with different customers and on different occasions.

Simulation is NOT allowed for any performance evidence (What you have to cover or What you must cover) within this unit.

What you must COVER for 2GEN5/10.3

There must be performance evidence, gathered through observing the candidate’s work for:

C1 Resolving problems (All from)

(a) a problem first identified by customers

(b) a problem identified within the organisation before it has affected your customer

(c) a problem caused by differences between your customer’s expectations and what you organisation can offer

(d) a problem caused by a system or procedure failure

(e) a problem caused by a lack of resources or human error

C2 Resolving problems (All from)

(a) supplied relevant information when customer have requested it

(b) supplied relevant information when customers have not requested it

(c) have used agreed organisational procedures when solving problems

(d) have made exceptions to usual practice with the agreement of others

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2GEN6/10 Promote additional services or products to customers (ICS)

Element 2GEN6/10.1

Identify additional services or products that are available

What you must DO for 2GEN6/10.1

The assessor must ensure that there is sufficient evidence that shows what the candidate has done over a sufficient period of time with different customers and on different occasions.

Simulation is NOT allowed for any performance evidence (What you have to cover or What you must cover) within this Unit.

What you must COVER for 2GEN6/10.1

There must be performance evidence, gathered through observing the candidate’s work for:

C1 Additional services or products (at least All from)

(a) uses of services or products that are new to your customer

(b) additional use of services or products that your customer has used before

C2 Identifying customer needs (at least All from)

(a) identify what your customer wants by seeking information directly

(b) identify what your customer wants from spontaneous customer comments

Element 2GEN6/10.2

Inform customers about additional services or products

What you must DO for 2GEN6/10.2

The assessor must ensure that there is sufficient evidence that shows what the candidate has done over a sufficient period of time with different customers and on different occasions.

Simulation is NOT allowed for any performance evidence (What you have to cover or What you must cover) within this Unit.

What you must COVER for 2GEN6/10.2

There must be performance evidence, gathered through observing the candidate’s work for:

C1 Additional services or products (at least All from)

(a) uses of services or products that are new to your customer

(b) additional use of services or products that your customer has used before

C2 Identifying customer needs (at least All from)

(a) identify what your customer wants by seeking information directly

(b) identify what your customer wants from spontaneous customer comments

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Element 2GEN6/10.3

Gain customer commitment to using additional services or products

What you must DO for 2GEN6/10.3

The assessor must ensure that there is sufficient evidence that shows what the candidate has done over a sufficient period of time with different customers and on different occasions.

Simulation is NOT allowed for any performance evidence (What you have to cover or What you must cover) within this Unit.

What you must COVER for 2GEN6/10.3

There must be performance evidence, gathered through observing the candidate’s work for:

C1 Additional services or products (at least All from)

(a) uses of services or products that are new to your customer

(b) additional use of services or products that your customer has used before

C2 Identifying customer needs (at least All from)

(a) identify what your customer wants by seeking information directly

(b) identify what your customer wants from spontaneous customer comments

2GEN7/10 Deal with customers across a language divide (ICS)

Element 2GEN7/10.1

Prepare to deal with customers with a different first language

What you must DO for 2GEN7/10.1

The assessor must ensure that there is sufficient evidence that shows what the candidate has done over a sufficient period of time with different customers and on different occasions.

Simulation is NOT allowed for any performance evidence (What you have to cover or What you must cover) within this Unit.

What you must COVER for 2GEN7/10.1

There must be performance evidence, gathered through observing the candidate’s work for:

C1 Dealing with customers (at least All from)

(a) during routine delivery of customer service

(b) during a busy time in your job

(c) during a quiet time in your job

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Element 2GEN7/10.2

Deal with customers who speak a different first language from your own

What you must DO for 2GEN7/10.2

The assessor must ensure that there is sufficient evidence that shows what the candidate has done over a sufficient period of time with different customers and on different occasions.

Simulation is NOT allowed for any performance evidence (What you have to cover or What you must cover) within this Unit.

What you must COVER for 2GEN7/10.2

There must be performance evidence, gathered through observing the candidate’s work for:

C1 Dealing with customers (at least All from)

(a) during routine delivery of customer service

(b) during a busy time in your job

(c) during a quiet time in your job

2GEN8/10 Maintain customer service through effective handover (ICS)

Element 2GEN8/10.1

Agree joint responsibilities in a customer service team

What you must DO for 2GEN8/10.1

The assessor must ensure that there is sufficient evidence that shows what the candidate has done over a sufficient period of time with different customers and on different occasions.

Simulation is NOT allowed for any performance evidence (What you have to cover or What you must cover) within this Unit.

What you must COVER for 2GEN8/10.1

There must be performance evidence, gathered through observing the candidate’s work for:

C1 Maintaining customer service (at least All from)

(a) during routine delivery of customer service

(b) during a busy time in your job

(c) during a quiet time in your job

(d) when peoples, systems or resources have let you down

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Element 2GEN8/10.1

Check that customer service actions are seen through by working together with colleagues

What you must DO for 2GEN8/10.2

The assessor must ensure that there is sufficient evidence that shows what the candidate has done over a sufficient period of time with different customers and on different occasions.

Simulation is NOT allowed for any performance evidence (What you have to cover or What you must cover) within this Unit.

What you must COVER for 2GEN8/10.2

There must be performance evidence, gathered through observing the candidate’s work for:

C1 Maintaining customer service (at least All from)

(a) during routine delivery of customer service

(b) during a busy time in your job

(c) during a quiet time in your job

(d) when peoples, systems or resources have let you down

2GEN9/10 Maintain and deal with payments

What you must DO for 2GEN9/10

The assessor must assess statements P1 and P3–P10 by direct observation.

What you must COVER for 2GEN9/10

There must be performance evidence, gathered through observing the candidate’s work for:

C1 Materials (at least two from)

(a) cash

(b) cash equivalents

(c) relevant stationery

(d) till/credit/debit rolls

C2 Machine (at least two from)

(a) cash

(b) cheques

(c) credit cards

(d) debit cards

(e) cash equivalents

Evidence for the remaining points under ‘what you must cover’ may be assessed through questioning, witness testimony or simulation.

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