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 Attributes of Service Professionalism

• identify benefits of professional service
• be service-oriented
• exhibit attributes associated with providing hospitality
• be adaptable
• describe importance of teamwork
• be a team member
• maintain personal appearance and hygiend
• identify purpose of house policy
• follow staff conduct policies
• follow time management guidelines
• protect privacy of guests and co-workers
  

2. Use Communication Skills

• state importance of effective communication
• define non-verbal communication
• identify components of non-verbal communication
• use effective communication skills
• use listening skills
• communicate wity people who have special needs

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B. Guest Information Services

1. Provide Information Services

• identify property information
• identify departments of property
• identify property facitilties and services
• identify room packages and special programs of property
• identify porperty room types and reate
• identify in-room features
• identify community service information

2. Promote Tourism

• define tourism
• identify benefits of tourism
• promote tourism

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C. Switchboard

1. Process Calls

• operate switchboard and front desk telephone
• process calls
• take messages
• process wake-up calls
• post telephone charges to guest accounts

 

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D. Reservations

1. Follow Reservation Procedures

• respond to reservations inquiries
• take reservations
• change reservations
• cancel reservations

 

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E. Arrivals and Departures

1. Process Guest Arrivals

• prepare for arrivals
• check in guest
• follow steps to accommocate walk-in
• check in group

2. Process Guest Departures

• prepare for departures
• check out guest
• check out group
• verify late departures
• complete departures follow-up
  

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F. Departmental Duties

1. Use equipment

• operate office equipment
• use operational systems

2. Follow Operational Procedures

• define log book
• use log book
• follow procedures fo shift change
• be informed about property-related decisions and activities
• keep front desk operation current
• keep occupancy status informatoin current
• handle guest mail
• follow procedures for handling keys or cards
• maintain work area

3. Provide Guest Services

• handle guest complaints
• secure guest's valuables
• accommodate requests for room change
• store and retrieve luggage
• provide lost and found service

4. Process Monetary Transactions

• process guest account
• manage float
• exchange foreign currency
• process cheques
• follow cash-out procedure

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G. Safety and Security

1.Adhere to Safety Guidelines

• adhere to safety guidelines
• follow emergency procedures
• describe commohn classifications of fire and extinguishing agents
• describe how to use portable fire extinguisher

2. Follow Security Guidelines

• follow security guidelines

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H. Legislation

1. Outline Hotel Keepers Act

• outline Hotel Keepers Act

2.Outline Legislation regarding Discrimination

• outline legislation regarding discrimination

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