For more information about these standards, certification and other training products, please contact the:

Saskatchewan Tourism Education Council
(Division of Tourism Saskatchewan)
321 - 4th Avenue
SASKATOON SK S7K 2L9
www.stec.com

Phone: 1-800-331-1529
(306) 933-5900
Fax: (306) 933-6250

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1. Exhibit Professionalism

• describe impact of positive behaviour
• identify importance of maintaining personal hygiene and appearance
• maintain personal hygiene
• maintain professional appearance
• identify purpose of company policies
  follow company policies
• use time effectively
• manage stress
• make effective decisions
• handle lost and found items
  
  

2. Work with Others

• describe importance of being a team player
  be a team player

3. Interact with Customers

• exhibit service behaviour
• serve individuals with special needs
• outline benefits of properly handling difficult situations
• outline reasons why customers complain
• outline reasons why customers do not complain
• outline consequences of customers not expressing complaints
• handle customer concern or complaint
  handle abusive customers
  

4. Communicate Effectively

• identify benefits of effective communication
• outline components of non-verbal
• communication
• speak effectively
• listen effectively
• write effectively

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B. General Knowledge

1. Promote Tourism

• define tourism
• identify tourism sectors
• describe importance of sustainable tourism
• outline benefits of promoting tourism
• describe employee's role in promoting tourism
• access and update tourism information
  

2. Promote Products and Services

• identify benefits of promoting company and
• company's products and services
• access information about company
• promote products and services

3. Comply with Legislation

• identify importance of knowing legal rights and responsibilities
• be aware of legal rights and responsibilities
  

 

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C. Safety and Sanitation

1. Work Safely

• keep work site safe
• lift heavy items properly
• follow guidelines for handling electrical equipment
• follow workplace traffic guidelines
• follow Workplace Hazardous Materials Information System (WHMIS)
  

 

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D. Office Operations

1.Perform Administrative Duties

• identify basic office equipment
• define log book
• use log book

2. Operate Telephone

• answer telephone
• place caller on hold
• take message
• return telephone call
  

3. Process Monetary Transactions

• outline common methods of payment
• process cash payment

4.Identify Importance of Inventory

• define inventory
• identify reasons for inventory control
• identify inventory control process
  

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E. Job Search Skills

1. Prepare for Job Search

• identify importance of committing time and energy to job search
• determine your skills, education and needs
• research potential jobs
• prepare résumé
• prepare covering letter
  

2. Atrtend Interview

• prepare for interview
• attend interview
• follow up after interview

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